Previously, in the Inbox section, you could only search by message text. The agent had to:
It overloaded agents and slowed down their work.
We added a user list to Inbox and enabled search by contact info.
Now an agent can enter a user’s name, phone number, or email, and the system will show a list of relevant conversations. Selecting a specific user, you can see the history of conversations with them.
If you want to restrict access to the search by contact info, disable it in the “Team members” section.