Search and Filter Conversations
Effective search capabilities in Richpanel empower support agents to quickly locate specific conversations, customer profiles, and order details. This is essential for providing prompt and personalized customer service. This article provides step-by-step instructions on how to utilize Richpanel's search functionality.
Search Options
Richpanel’s search functionality is both robust and intuitive, enabling you to locate specific conversations based on various criteria:
- Keyword Search: The search bar at the top of your inbox allows you to search for conversations by keywords.
- Search by Customer Information: You can search using customer details such as name, email address, or phone number. This is particularly useful when you need to pull up all interactions with a specific customer.
Steps to Search a Conversation
- Using the Search Bar: Start by typing keywords, customer names, or tags directly into the search bar at the top of your inbox. This will help you find relevant conversations quickly.
- Exact Matches: To find a specific phrase or topic, enclose the phrase in quotation marks. This ensures you locate the precise conversation or message you’re looking for.
Advanced Filter Options
In addition to search, Richpanel offers a variety of filters to help you drill down into your conversations. Filters can be used individually or combined to create highly specific views of your inbox. Here’s how you can filter conversations:
- By Conversation Status: Filter conversations based on their current status—open, pending, or closed.
- By Assignee: If you’re managing a team, you can filter conversations by the agent assigned to them.
- By Channel: Richpanel allows you to filter conversations based on the communication channel they originated from, such as email, chat, Facebook, Instagram, or WhatsApp.
- By Tags: You can filter conversations by tags, which are custom labels you’ve applied to categorize messages.
- By Date Range: If you need to review interactions from a specific time period, you can filter conversations by date range.
Steps to Add a Filter
- Applying Multiple Filters: Use advanced filtering to layer multiple criteria, such as tags, channels, or conversation statuses, to segment conversations in detail
- Saving Filtered Views: Save commonly used filter combinations as custom views, so you can quickly access specific segments of conversations with ease.
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Perform Bulk Actions
Need to tag or assign multiple conversations at once? Simply search for the relevant conversations, select a few, and the bulk action menu will automatically appear. From there, you can easily assign conversations, change their status, or apply tags with just a few clicks.
