Search conversations
Time is critical in customer service. Platica's global search is your most powerful tool for finding information instantly without manually scrolling through endless lists.
Quick Access
You can invoke the search from any screen in the platform. You don't have to be in the inbox.
There are two ways to open it:
- Visual click: Click on the top bar by clicking the "Search" icon.
- Keyboard shortcut (Recommended): For maximum speed, use the keyboard combo:
⌘ Cmd + K (Mac)
Ctrl + K (Windows)
What can you search?
Platica's search engine runs deep. It's not limited to contact names; it indexes the content of the chats.
You can search by:
- 👤 User name: Find a specific customer by first or last name.
- 📱 Phone number: Useful for locating customers who message from a new number, or to double-check records.
- 💬 Message content: This is the most powerful feature. You can type any keyword (e.g., "refund", "invoice", "holiday promo") and the system will show you every conversation where that word came up.
Search Filters
To refine your results and find exactly what you need, you can combine your search with dynamic filters.
| Filter | Description | Example use |
|---|---|---|
| Agent | Filter by the AI Agent that handled the chat. | See only conversations from the "Sales Agent." |
| Owner | Filter by the assigned human team member. | Review cases handled by "Juan Pérez." |
| Platform | The channel where the conversation originated. | Find only messages that arrived via WhatsApp or Instagram. |
| Status | The current lifecycle state. | See only "Pending" or "Closed" conversations. |
| Topic | The semantic classification of the chat. | Filter to only conversations about "Reservations" or "Technical Support." |
Consejo
Use the Topic filters for quality audits. For example, filter by the Complaints topic to read how your team or the AI handled difficult situations.