Search for chats by text and various criteria

Chats are an important section for effective interaction with customers, as it contains all requests received through connected communication channels.

Filters in keyCRM allow you to sort chats by various criteria, such as response status, user assignment, or active channels. And with the search function, you can quickly find the information you need, which greatly simplifies working with a large number of dialogues.

Filtering chats

Above the list of dialogues, there are main buttons for filtering:

1. Spark — displays only chats without a response;

2. Chat start time — filter by date.

3. Channels — list of active communication channels. You can select one or more channels from which you want to see chats;

4. Users — filter by chat assignment to users (all, mine, not assigned, or by a specific CRM user). You can use the search to find the user you need.

Sort by chat status

Dialogues in the list are sorted by tabs:

• Opened — chats that are in progress or require a response from an employee;

• Closed — chats that are no longer relevant, the manager has provided all the answers, the dialogue has ended, and the chat has been switched from open to closed;

• All — all chats that are open and closed;

• Spam — chats that have been marked as spam are not counted in chat analytics. When a customer sends a repeat message, it will not open automatically and will remain in this tab permanently.

Search in messages and clients

To search chats, you must first select where to search in the search bar:

• In messages — by the text of messages from the customer, manager, bot, or notes saved in the chat;

• By customers — by customer name, phone number, or messenger/social network nickname.

Additionally, you can specify a filter by date, selecting a specific day or time period:

• If you select search in messages, it will filter by message date;

• If you select search in clients, it will filter by dialogue creation date:

Features of searching and displaying results

• The search is performed by part of the word, not by exact match;

• The search results do not show the number of unanswered messages in the dialogue;

• The list of dialogues is sorted by message date, from newest to oldest;

• When you click on a dialogue in the search results, it immediately opens at the found message, and the line with the found message is highlighted;

• In message search mode, you cannot close a dialogue or mark it as spam;

• If several messages are found in the dialogue for a search query, they are all displayed separately in the search results:

Now you can communicate from a single chat window in keyCRM, conveniently filter dialogues, and search through them if necessary.