Find a session
Narrow the sessions table to the conversations you need with the Filters dialog, or search inside conversations by keyword.
Search in chat
The Filters dialog opens with a Search in chat field at the top (placeholder "Enter a keyword or a phrase"). It matches sessions that contain that keyword or phrase anywhere in their messages, across every session in the tenant — useful when you remember something a customer or the agent said but not which session it was in.
Enter at least 3 characters and click Apply. Combine it with the other filters below to narrow further, for example to one agent or a date range.
Filter the list
Use the Filters dialog to narrow the table to the conversations you need — by agent, channel, responsible side, customer, dates, status, location, or attachments.
- In the page header, click Filters. The dialog opens.
- Set the filters you need — see the table below.
- Click Apply. The table reloads with matching sessions only, and the icon on the Filters button stays highlighted while any filter is active.
- To clear all filters, open the dialog again and click Clear all.
| Filter | What it does |
|---|---|
| AI agents | One or more AI agents. Type to search by name. |
| Channel | Channel type: Web, WhatsApp, Telegram, Email, Facebook, Instagram, Intercom, Chatwoot, Sip (voice), Twilio, Infobip, Bird Api Service, or Mobile. |
| Answered by | Who currently handles the session: Human Agent or AI Agent. |
| Human Agent | A specific human agent (portal user) assigned to the session. |
| Customer | The customer who took part in the conversation. Type to search. |
| Status | Session status. The available statuses depend on your configuration — for the full list, see Session Statuses. |
| Country | Customer country, detected from the IP address (web channels). |
| IP Address | Exact customer IP address. |
| Session started | Date-and-time range in which the session started. |
| Session finished | Date-and-time range in which the session ended. |
| Last message date & time | Date-and-time range of the most recent message. |
| Message count | Number of messages: pick a comparison — Equal, Not Equal, More Than, Less Than, More Than or Equal, Less Than or Equal — and enter a count. |
| Session has attachments | Checkbox — only sessions that contain attachments. |
Filters combine with AND logic — a session must match every condition. All date filters use your tenant timezone.
Search in chat (above) searches across every session in the tenant. To search inside a single session you already opened, use the search field in the Logs drawer instead.
Related pages
- Read a session — open and read the conversation you found
- Logs and traces — search inside a single session
- Session Statuses — every final status a session can receive