Text Search empowers users to efficiently search across all calls within the Conversation Center. This feature indexes call transcripts and metadata, enabling users to quickly locate specific information or conversations.
Search functionality
Keyword search
Users can input keywords or phrases into the search bar to initiate a search across all calls that have transcription enabled and generated.
Search results are returned from the most recent to the least recent.
Advanced filtering
Users can refine search results by applying filters such as:
Date range
Call type
Customer name or number
Participant names
Who said the word or phrase, agent versus customer
IMPORTANT:
If you search by customer number, the format must include the + sign, country code, and spaces between the numbers.
Example: + 1 555 555 5555How to run a search
Type at least 3 characters in the search bar.
Click the Search button or press Enter/Return on your keyboard.
When clicking on Preview, you can see the words or sentences you searched for highlighted in the transcript.
The search result is also highlighted on the Conversation page after clicking Go to conversation.
Recent searches
If you want to redo your latest search:
Click in the search bar.
Select one of your recent queries to display updated results.
Your latest searches are saved as long as your user session is valid.
Why am I not seeing results for my search?
To search your recorded calls, make sure the following are enabled for your account and line:
How far back can I search?
You can search calls starting from the date you subscribe to the AI Assist plan or begin your trial. Any calls made from that date onwards, provided they have transcriptions available, will be searchable in the Call Center.
Please note that searches are limited to the most recent 6 months of call history.