How to search for a chat

Genesys DX

How to search for a chat

While viewing the chat folder, you can search for a chat based on keywords found in chat messages, custom data fields, survey comments, and unavailable email content associated with chats.

In the upper-right corner, above the list of Chat threads, click the Search icon (binoculars).
Result: The Search Chats window is shown.
Enter the Keyword to search for and any extra criteria.
Click Go.
Result: A list of matching results is displayed on the left.
Select a result on the left for the full details to be displayed on the right.
Result: The displayed chat can now be answered or managed as usual.

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.