Chat Desk User Guide

Search and filter

Supervisors can:
  • Search for a customer by name or phone number
  • Filter by channel
  • Filter by chat sentiment
  • Filter by flagged chats
  • Filter by pending chats
Using the search and filter functions in the panel on the left, you can also search for a specific agent or filter by department (live chats and closed chats only).
You can sort closed chats according to customer satisfaction ratings and date when the chat ended by using the arrows in the column headings. You can sort tickets according to date.