> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cxp.crescendo.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Searching conversations
> Find conversations with a natural-language request or manual filters, choose your columns and sort, and save a search as a View.
Use **Search** to find a past conversation, investigate customer issues, or build
a list of work that needs attention. Start by describing what you want to see,
or configure the filters yourself. Both approaches use the same controls and
results table.
Coming soon. This article describes the shared Search and Views experience
awaiting release. Production availability has not yet been confirmed.
## Before you start
You need access to Search and permission to read conversations. Saving a search
as a personal View also requires permission to manage personal Views. Your role
determines which actions are available.
## Open Search
1. Expand **Reporting** in the sidebar and select **Search**.
2. Check **Created**. A new search starts with **Last 30 days**. Select another
range, or remove the filter with **×** to search without a creation-date limit.
3. Describe the conversations you want, enter a keyword, or add filters.
4. Review the matching conversations in the table. Open a row to read the
conversation, or select its Contact pill to open the contact record.
## Describe the conversations you want to see
The **Describe the conversations you want to see…** box turns a plain-language
request into the filters shown below it. You can also ask for a sort order,
which columns to display, and their order.
1. Enter a request, for example:
> Find open high-priority conversations created in the last 30 days. Sort by Last Updated, newest first.
2. Select the stars **Apply** button inside the box.
3. Review the updated date ranges, filter chips, and sort. Search runs
automatically after the request is applied.
4. Check the explanation that appears above the box for five seconds. Select
the **info** icon beside Apply to show or hide it again.
5. Adjust any generated control manually to refine the results.
Try these requests on a fresh search:
| Request | What to review in the controls |
| ----------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- |
| “Open conversations created in the past week and not updated in the last hour.” | Created is Last 7 days, Status is Open, and Updated excludes Last hour. |
| “Pending conversations assigned to me.” | Status is Pending and Assignment is Me. Created keeps its current range. |
| “Show Conversation, Contact, Priority and Last Updated, in that order. Sort by Last Updated, oldest first.” | Columns and their order change; Last Updated sorts ascending. Existing filters stay in place. |
Generation works with your current configuration. Controls you do not ask to
change stay as they are, including the current/default columns and sort. Clear
unwanted filters first, or explicitly ask to change them.
Requests must map to available controls. If a request needs an unsupported
condition or an ambiguous Contact, Organization, Team, or agent, the explanation
asks you to refine it and the existing configuration stays in place. Select the
intended record in the corresponding filter, then try again. General **Match all /
Match any** groups and OR conditions across different filters are not available.
## Adjust filters manually
Select a filter to choose its values, then select **Apply** in its popup. You can
edit filters generated from a description in exactly the same way as filters
you added yourself.
| Control | Use it to |
| --------------------------- | ------------------------------------------------------------------------------------------------------ |
| **Created** | Match when a conversation was created. Choose a preset or a custom date/time range and timezone. |
| **Keyword** | Find words, phrases, conversation IDs, or email addresses in searchable conversation data. |
| **Status** and **Priority** | Select one or more states or priorities, such as Open and Pending, or High and Urgent. |
| **Contact** | Select the specific contact whose conversations you want. |
| **Updated** | Match the conversation's last update time, including conversations not updated within a recent period. |
| **More Filters** | Add Organization, Team, Assignment, Tags, Category, Media, CSat, and other available criteria. |
The filter row wraps when it needs more space. Once you add a filter from
**More Filters**, it appears as a regular chip alongside the others.
Each active chip has three quick actions:
* Select its **plus/minus circle** to switch between including and excluding matches.
* Select its **colored dot** to disable or re-enable it without losing its values.
* Select **×** to remove it.
All enabled filters apply together. For example, Status Open plus Priority High
requires both conditions. Multiple selected values within one filter match any
of those values: Status Open and Pending includes either state. Excluding that
filter excludes both states.
Contact, Organization, and Team selectors find records by name or other labels
and filter by the selected record. **Team** is the team associated with the
conversation. To find conversations assigned to an agent or a team, use
**Assignment** instead. It supports Me, Unassigned, specific agents, and assigned
teams.
### Enter a keyword
Type in **Search across conversations…**. Results refresh two seconds after you
stop typing. Select the inline magnifying glass to search immediately, or **×**
to clear the keyword.
Keywords can match conversation text and other searchable values, including
Contact names and emails, Organization names, and Team names. An email address
can match a mention in the conversation as well as its Contact. Use the Contact
filter when you want conversations belonging to a particular person.
You can enter an ID such as `CX15`, a quoted phrase such as `"refund request"`,
or `"refund request" OR invoice`. Wildcards are also supported. Correct any
reported keyword syntax error before searching again. Keyword conditions apply
alongside your other filters.
### Find conversations that have not been updated recently
For open conversations created in the past week but not updated in the past hour:
1. Set **Created** to **Last 7 days**.
2. Set **Status** to **Open**.
3. Set **Updated** to **Last hour** and apply the range.
4. Select Updated's plus/minus circle to **exclude** that range.
The results satisfy all three conditions. Created and Updated are independent;
excluding an Updated range finds conversations whose update time is outside it.
The hour presets and **Last 2 days** are rolling periods ending when the search
runs. Calendar presets such as Today and Last 7 days use the selected timezone.
Use a custom range for exact dates and times. Scroll the preset list to find
additional choices. **Refresh** starts a fresh search and updates relative ranges.
## Read and arrange the results
Each row shows its column values, a summary, a linked Contact, the conversation's
Organization and Category when set, and conversation tags on their own line.
Expand a summary to read the full text. These row details remain visible even
when their corresponding optional columns are hidden.
* **Refresh:** reload the current results using the icon before Sort.
* **Sort:** open the button showing the current column and direction. Use the
up/down icon next to a column to sort ascending/descending. The active column
is bold. You can sort by a hidden column, or select a visible column header.
* **Columns:** use the checkbox on the left to show or hide a column, and the
arrows on the right to move it earlier or later. Showing or hiding a column
does not rerun the search. Conversation always stays visible.
The default columns are **Conversation, Assigned, Status, Priority, CSat, Created,
and Last Updated**. Other choices include Contact, Organization, Team, Category,
pending details, Resolved, Closed, and ID. Search remembers its column layout
separately from your Views.
Created, Last Updated, Resolved, and Closed display in your browser's timezone.
Current-year dates include time, such as **Sept 20 14:10**; dates in other years
include the year, such as **Sept 20 2025**. Hover over or focus a date for its
full date and time. Resolved and Closed are available as columns and sort fields;
the date filters are Created and Updated.
## Save or export a search
To reuse the configuration, select **Save as View**, enter a **View Name**, and
select **Save**. Save becomes available when the name is entered. This creates
a personal View with the current filters, sort, visible columns and column
order. Your description-box text becomes the View's description. You stay in
Search; open the new View from **Conversations**. See [Using Views](using-views)
for configuration and sharing options.
Select **Export** to download a CSV for the current search. Export uses its
standard columns and returns up to **500** matching conversations; it does not
change with the columns you show in the table.
## Result limits and troubleshooting
* Browse the first **10,000** matches using the page controls or page-number
input. The total may be larger; narrow your filters to reach the work you need.
* Search starts with **25 rows per page**. Adjust the page-size control as needed.
* If results seem missing, check Created's default 30-day range, disabled or
excluded filters, keyword syntax, and your access permissions. Recent changes
can take a short time to appear; use Refresh to check again.
* Search includes indexed test conversations. Ordinary Views use production
conversations, so a saved View can have a different count from the same Search.
For broader reporting, see [Search and reporting](../agent/search-and-analytics).