How do I quickly search for words and phrases in my fetched contacts?

If you configure your integration as full-fetch mode, you'll have access to a new search option on the Imported Contacts table. Not only can you search by reference, you'll also be able to search by a specific word or phrase within the conversation.

To search for words and phrases in your imported contacts, go to:

1. Go to CONVERSATIONS 

2. Click Imported contacts & filters

For instance, you may want to understand when and where the word “complaint” is being used and within what context.

• Is it being used by colleagues to ensure customers are actively informed of all relevant information at the start of their journey with you?
• Or is it highlighting unhappy customers who have experienced a point of failure linked to a service, product, or process? 

To use the search function, Select Word or Phrase search in the drop-down and simply type in what you want to find within the imported conversations (key word or phrase) and press enter.

All conversations meeting the criteria will now update in the imported contacts table. 

You can search for multiple words or phrases and each search term will appear as a pill within the search field. If you enter multiple words and phrases, the search will return conversations that contain ALL search terms. So in the following example, the search would return all contacts that include the words hello AND name AND address...

When you click to view any contact returned by your search, you'll be able to see the found words and phrases....