There are multiple ways in which you can search within Dixa. 

Using the search page

One way in which you search is to use the magnifying glass in the top bar or the menu item "Search" in the left side bar, this will allow you to search for the following:

  • Conversations
  • Notes
  • Contacts (users or companies)

You can also narrow down your search by typing in:

  • Email addresses or phone numbers of contacts 
  • Name of the conversation participants
  • Conversation IDs

To further narrow down your search, you can use the available filters on the search page:

  • Queues
  • Channels
  • Agents (in order to narrow down who the conversations might be assigned to)
  • Tags (filter by specific tags or find conversations that do not have a tag at all)
  • Status (filter to see only open or closed or follow-up conversations)
  • Contacts (filter for a specific user)
  • Directions (filter to see only inbound or outbound or internal conversations)

The default sorting of search results is according to their relevance to your search term, but you can also choose to sort by the "activity" parameter on a conversation instead:

Please note that the following is registered as activity on a conversation: internal note added, new message added, transferred or assigned to a queue or an agent.

Using the conversation overview list

Using the filters within the Conversation tab on the left is also another great way to search as you can filter the following: 

  • Queue
  • Channel 
  • Contact
  • Assignee
  • Direction (inbound, outbound, internal)
  • Status (open, closed, follow-up)