Use the search box at the top of the chat list in Conversations to find a chat by the customer's name, phone number or anything said in the conversation. The filters below it narrow the list to unread chats, chats the assistant or your team is handling, or chats with a ticket.
Search
- Open Conversations.
- Click Search conversations... and start typing.
The list updates as you type. It finds chats where your text appears in:
- the customer's name, including a name your team gave them,
- their WhatsApp profile name,
- their phone number,
- any message in the conversation.
Upper and lower case don't matter. To see all chats again, clear the box.
Filter
Below the search box there are filter buttons:
| Filter | Shows |
|---|---|
| All | Every chat (no filter). |
| Unread | Chats with messages nobody has opened yet. |
| Assistant | Chats the assistant is handling. |
| Team | Chats your team is handling. |
| With ticket | Chats where a support ticket was opened. |
Click a filter to apply it. Click it again, or click All, to remove it. You can use a filter and a search at the same time; for example, Team plus a customer's name.
When nothing matches
If no chat matches, the list says so:
- No conversations match your search → try another word, or click Clear search.
- No conversations match this filter → try another filter, or click Clear filter.
- With both, click Clear filter and search to go back to the full list.
Tips
- Search by phone number: type part of the number, such as the last four digits.
- Find who's waiting: use Unread, or look for chats in bold with a blue edge, which means the customer is waiting for a reply. See Your WhatsApp inbox.
- Several WhatsApp assistants? Search and filters work on the assistant selected under Agent at the top. Switch assistants to search in the other one.
- Remember customers by name: rename contacts so they're easy to search. See Team notes, contact names and chat summaries.
Good to know
- Search covers every WhatsApp chat of the selected assistant, old and new.
- The staff note isn't searched; only names, phone numbers and messages.