How to find specific conversation from previous live chat sessions
Search live chat Sessions
Users can use the search bar to filter and find live chat sessions they are interested in. Searching criteria implemented can be classified into 3 types, live chat related, channel characteristic and member info. To use the search bar, enter the keywords, then choose the searching criteria looking for. After all searching criteria entered, press the search icon on the right of the search bar to start filtering live chats.
Search by Client WhatsApp Number
Number searching criteria allows user to filter live chat sessions by WhatsApp members having the phone number. The criteria is triggered by phone number strings. e.g. 852-0000-0000, 1 631 234-3367 (please add the country code with the phone number).
Search by Clients/Member name
searching criteria allows users to filter Clients by their Name. Exact Client/Member name is required, case sensitive.
Search by Clients/Member ID
searching criteria allows user to filter live chat sessions by member having the member ID searched. The criteria is triggered by a 24 characters long alphanumeric string.
Agent Name
searching criteria allows users to filter live chat sessions the agent involved. Exact agent name is required, case sensitive.
Search by Created / Picked / Completed Time
searching criteria allows user to filter live chat sessions that is created / picked / completed within the time range specified. The criteria is triggered when 2 understandable time strings separated by hyphen is entered. e.g. 29 Mar 2022 - 2 Apr 2022.
Search by Platform
searching criteria allows user to filter live chat sessions by messaging channel platform. The criteria is triggered when exact messaging platform keyword is entered, case insensitive. Keywords: Facebook, WhatsApp, WeChat, webchat, slack.
Live Chat
Live chat related information includes live chat status, involved agent name, involved agent id, live
chat event time.
Status
searching criteria allows users to filter live chat sessions by live chat status. The criteria is triggered
when exact live chat status keywords are entered, case insensitive. Keywords: processing, pending,
completed.
Agent ID
searching criteria allows user to filter live chat sessions by agent IDs. The criteria is triggered when
Microsoft AAD ID is entered.
Channel ID
searching criteria allows user to filter live chat sessions by messaging channel ID. The criteria is
triggered by a 24 characters long alphanumeric string.
Tag
searching criteria allows user to filter live chat sessions by members having the tag searched. The criteria
is triggered by any text.
Channel Name
searching criteria allows user to filter live chat sessions by messaging channel name. The
criteria is triggered by any text string.
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