Search for everything in one place
Search in CRM; find pages, your conversations, your customers, Help Center articles, and your tags in a single window from the left-hand menu. On a single screen…
On this page
Search in CRM; find pages from the left menu, your conversations, your customers, Help Center articles, and your tags all in a single window. Start here when you can’t remember where a screen is or when you want to quickly return to a customer’s conversation.
- InboxSearch the conversation list as well
- CustomersOpen your customer list
- Keyboard ShortcutsUsing the Keyboard for Searches and Lists
Open Search
- Click the search box — When the section panel is open, the box is located directly below the panel title. If you’ve collapsed the menu or are in a section without a panel, it appears as a magnifying glass icon below the ribbon.
- Type — Start typing in the window that opens at the top of the screen. Page results appear immediately, and content results appear shortly after you stop typing.
- Select — Click on the result, or hover over
↑/↓and pressEnter.Esccloses the window.
Search results are not filtered based on the section you are in; they return the same results regardless of which panel you open them from. There is no separate keyboard shortcut to open the search.
What You'll Find
Results are listed in groups, in this order. The name of the group (Page, Conversation, Customer, Article, Tag) appears below each row; for customers, the email address is displayed, and for articles, a short excerpt from the text is also shown.
| Group | What to Look For | When selected |
|---|---|---|
| Page | Page titles in your left-hand menu (up to 6 results) | Go to that page |
| Conversation | Subject of the conversation and messages within it | Opens the conversation |
| Customer | Customer's name and email address | Opens the customer profile |
| Article | Title, description, and text of Help Center articles | Opens the article in your Help Center |
| Tag | Tag names | Opens the inbox and enters the label name in the conversation search |
A maximum of 8 results are displayed in each of the following groups: conversations, customers, articles, and tags; the most relevant result appears at the top.
Page results come only from the pages you see in your left-hand menu. Searches for conversations, customers, articles, and tags, however, require permission to view conversations.
Smart matching in page search
Page results are found using a search engine that tolerates spelling errors and alternative spellings:
- Turkish characters → Uppercase/lowercase letters and characters such as ş, ı, ğ, and ü do not matter; typing
musteriwill find "Customers." - Typo → Finds
kanlalarChannels andtetikleyciTriggers. - Index → Finds "
gbOverview." - Synonyms and English →
customersFinds "Customers,"whatsappFinds "Channels."
Spelling errors are not tolerated in short queries: Words with 3 letters or fewer must be spelled correctly. For words with 4–5 letters, one spelling error is tolerated; for words with 6–9 letters, two errors are tolerated; and for longer words, three errors are tolerated. Pages containing spelling errors, synonyms, or missing letters are marked separately in the search results.
Things to Keep in Mind When Searching for Content
- Searches for conversations, customers, articles, and tags are based on exact keywords and do not tolerate spelling errors. Type the word exactly: typing just the first part (e.g.,
Ahm) may not findAhmet. - Enter Turkish characters exactly as they appear in the record; you may not be able to find a customer saved as
Şuleby typingsule. - If you enter more than one word, records containing all of them will be listed.
- When searching for a customer by email address, enter the full address.
Other search boxes
- The "Search Conversations" bar above the conversation list in the Inbox filters only that list.
Entersearches immediately;Esccloses the bar and clears the search. - In the reply box,
⌘/Ctrl+Kin "Quick Replies" opens the search window in⌘/Ctrl+/Help Center articles.
Frequently Asked Questions
Why don’t “Notification Preferences” or “Account Settings” appear in search results?
The page search scans the rows in the left menu that belong to the Workspace. Rows such as Personal Screens, Team Chat, and Help do not appear in the search; you can access them from the account card and the ribbon.
The customer I'm looking for isn't showing up
Enter your name or email address exactly as it appears in our records. If you still can’t find it, use the filters in the Customer List.