Using Search Commands to Find Conversations Faster

Search commands are special keywords and symbols that help you enhance your search experience when you're looking for specific conversations.

If your channel has dozens of conversations, manually scrolling through all of them to find what you need can be time-consuming. Search commands help you quickly locate relevant conversations by using simple logic-based inputs in the search bar. In this article, we'll walk you through how to use search commands on the Conversation List page, with practical examples to help you get started.

In this article, we'll walk you through how to use search commands on the Conversation List page, with practical examples to help you get started.

You manage a channel with over 100 conversations, and you want to evaluate:

Instead of scrolling through a long list of conversations, you can use search commands to quickly find what you’re looking for.

The examples below highlight when and how search commands can be used to improve the way you search through conversations.

If you want to find conversations where a customer asked about both Accidental damage and Monthly rate, use the + symbol. For example, typing Accidental damage + Monthly rate will return conversations that contain both terms.

To find conversations that mention either Loan or Rate, use the | operator. Simply type Loan | Rate in the search bar, this will return any conversations containing either of those terms.

To exclude conversations with a specific term (e.g. if they will be handled by another team member), use -. Typing -rate in the search bar will return all conversations that do not contain the word "rate."

If you'd like to review how agents explain policy details, use * to match all word variations starting with a prefix. For example, typing Cover* will return results for cover, covers, covered, and covering.

Use parentheses () to group search terms and define the logic more precisely, especially when combining multiple AND (+) and OR (|) conditions.

For example, if you want to review conversations where agents discussed payment and coverage, or payment and insurance, you can use:

("cover" + "payment") | ("payment" + "insurance")

This returns:

If you want to review conversations where credit card is mentioned, use double quotes for an exact match. Typing "Credit card" in the search bar will return only conversations with that exact phrase.

To catch slight variations or misspellings, add ~1 after a word. For example, payment~1 could return results like "payments" or "paymet."

To match phrases where the words appear close together, add ~N after a quoted phrase. For instance, "policy number"~2 may return "providing the policy number" or "your policy number is".

If you're looking for conversations that include information like a policy number or policy coverage, you can use advanced search commands. The | operator allows you to search for either term, and the ~N operator helps capture phrases even if the words are slightly apart. For example:

"policy number"~2 | "policy cover"~2

This will return conversations that include phrases like “What is your policy number” or “Your policy covers XYZ”.

You can also combine direct phrase searches with grouped terms. For instance, if you’re looking for conversations where policy or plan AND payment or premium was was mentioned, use the below search command:

("Policy" | "Plan") + ("Premium" | "Payment)

Using search commands this way helps you save time by eliminating the need to manually sift through long lists of conversation. Enabling you to quickly find and evaluate the conversations that matter most, so you can make well-informed decisions with confidence.