Search for users in Inbox by phone number, email or name

Live Chat and Inbox

Previously, in the Inbox section, you could only search by message text. The agent had to:

  • recall the exact conversation or its date;
  • ask their administrator for a lead card and wait for an answer.

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.