Conversations: Search Messages by Keyword

Overview

You can now search for any word or phrase across your Conversations inbox, and within a single conversation. Until now, finding a specific message meant scrolling through the thread manually or guessing which contact had said it, and as accounts grew this became slow and unreliable. With keyword search, you can pull up the right conversation and jump straight to the exact message in seconds.

What’s New?

We’ve introduced keyword search at two levels in Conversations.

• Cross-conversation search lets you find every conversation where a word or phrase was mentioned. Type a keyword in the search box and results appear as you type, with the total count and a preview of the matching message for each contact, keyword highlighted. Click a result to open that conversation at the match. The same search box also accepts a contact name, email address, or phone number.
• In-conversation search lets you find a specific message inside one contact’s thread. Every match is highlighted, a counter shows where you are (for example 6/6), and up / down arrows jump between matches. If you arrive from a cross-conversation search, the keyword is already filled in.

Results can be narrowed with filters for Date range, Channel (Email, SMS, Facebook, WhatsApp, Instagram),Direction, Owner, Has attachments and Followers. For example, if a customer mentioned a competitor’s name last week but you can’t remember who, search that name across the inbox and open the right thread immediately. Or if you’re in a long conversation and need the price you quoted, search the amount and jump directly to it.

How to Use

• Go to Conversations. Click the search icon at the top of the conversation list on left nav bar.
• Type a keyword, name, email, or phone number. Results appear as you type.

• Click a result to open the conversation at the matching message.

• Inside a conversation, click the search icon in the header to search within that thread, and use the up / down arrows to move between matches.

• Use the filter icon on the results list to narrow by date, channel, attachments, direction, owner, or followers.

Why It Matters

This helps teams find past context fast, whether it’s a quoted price, a promised date, a complaint, or a product mention, without scrolling or relying on memory. Keyword search was one of the most requested features on our Ideas Board and a recurring theme in customer feedback, and it brings Conversations in line with what users expect from any modern messaging inbox.