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Search functionalities

Search functionalities

Overview

In the Channels sections, agents can search for interactions across all supported channels: Chat, Email, SMS, Fax, Open Channel, WhatsApp.

It’s possible to apply a basic or an advanced search.

Basic Search (Search Button)

Agents can search contacts and interactions by clicking the Search button within the channel page.
Searchable fields include:

CONTACTS

INTERACTIONS (SMS/Email/Chat/Openchannel/FAX/WhatsApp)

CONTACTS

INTERACTIONS (SMS/Email/Chat/Openchannel/FAX/WhatsApp)

  • first name

  • last name

  • phone

  • mobile

  • fax

  • email

  • interaction ID

  • message text

  • contact first/last name

  • sender address or number (fax number, phone number, email, WhatsApp number)

    • email subject (only for email channel)

If the search string contains only digits, it is searched only as an interaction ID.
To search within text (e.g., “Practice number 12345”),vyou can use “ 12345” and in this way it will also search in the subject and body mail.

Click the search button, enter the search string and confirm to view matching results:

The list of the contacts matching the search string will be shown.
Click X button to return to the full list.

If the “Search on Enter Key” setting is enabled under Settings → General → OmniDesktop Interface, the search executes only after pressing Enter.
Otherwise, the search starts after typing at least 5 characters or pressing Enter

 

Advanced Search

from version 3.29.0

To improve security and ensure correct data access, the API now requires the parameter OpenchannelAccountId in all queries.
So you need to use API as follows /api/openchannel/interactions?OpenchannelAccountId=x where “x” is your ID account.


Click the Advanced Search button (right side of the toolbar) to open the form and define multiple search conditions.

Each condition includes a Field, an Operator, and a Value.
You can add multiple conditions and specify whether:

  • All conditions must be met (AND logic)

  • At least one condition must be met (OR logic)

 

FIELD

OPERATOR

VALUE

FIELD

OPERATOR

VALUE

Id

Equals | Does not equal | is less than | is greater than | is less than or equal to | is greater than or equal to |
is between

Number value

Contact

Equals | Contains | Is null

Text value (not appeared if you select is null option)

Body

Contains

Text value

Status

Equals

Open/Closed

Agent

Equals | Does not equal | Contains | Is null

Text value (not appeared if you select is null option)

Account

Is among | is not among

Account selection

Tags

Is among | Is null | All values are included in

Tag selection

Start date

Equals | is less than | is greater than | is less than or equal to | is greater than or equal to | is between

Date value

Read

Equals

Read/Unread

Disposition

Is among | is not among

1° Disposition selection

Second Disposition

Is among | is not among

2° Disposition selection

Third Disposition

Is among | is not among

3° Disposition selection

To add more conditions repeat the operation:

and choose whether the conditions:

  • must be all met

  • or at least one of them


If you want to delete a single condition inserted, click X next to the condition. Instead click CLEAR button to remove all conditions at once.
At the end click on the APPLY button to run the query and display results.

It is also possible to:

  • Edit Condition – Click the condition, then press Edit to modify the condition as you prefer

  • Disable/Enable Condition – Toggle temporarily without deleting: click on the set condition and press Disable (and then enable it again when desired)

When active, the Advanced Search button turns red and blinks, indicating active filters.

Advanced Search applies globally across all entries, regardless of other list filters (e.g., Select a List or Select Tag).