Messenger conversation search lets your customer find text inside the conversation they currently have open, including Fin's answers. Search only looks at the conversation already loaded on screen, it doesn't search across multiple conversations at once.
How to search inside a Messenger conversation
To search inside an open Messenger conversation:
In the open conversation, select the "…" menu in the header.
Select Search conversation. A search bar appears under the conversation header.
Type your search text. It needs at least 2 characters (1 character is enough for Chinese, Japanese, Korean, or an emoji).
Every match is highlighted in yellow, and the selected match is highlighted in orange and scrolled into view. Use the Next and Previous buttons, or hit
EnterandShift+Enter, to move between matches.
A counter next to the search bar shows which match is selected and the total number of matches, for example 2/5 — it shows 0/0 if there are no matches. After the last match, moving to the next match wraps back around to the first. To close search, select the X button or press Escape (the conversation stays exactly where you left it).
How matching works
Search isn't case-sensitive.
Search matches part of a word, for example, "cat" matches "category".
Search is accent-sensitive, so "cafe" won't match "café".
Search matches text as it appears on screen, for example, a typed :-) matches the emoji it becomes.
Tip: Search covers message text, including headings, lists, tables, links, buttons, and code blocks. Fin's answers are searched too, even while they're still streaming in.
What Messenger conversation search covers
Search covers message text, including headings, lists, tables, links, buttons, and code blocks. Fin's answers are searched too, even while they're still streaming in.
Search doesn't cover attachment filenames, images, videos, or cards such as ticket, calendar, or CSAT cards.
Note:
Messenger conversation search doesn't cover attachment filenames, images, videos, or cards such as ticket, calendar, or CSAT cards.
Messenger conversation search only looks at the conversation that's already loaded on screen (it doesn't search across multiple conversations at once).
While Messenger conversation search is open, the conversation doesn't automatically scroll to new messages, so the customer keeps their place. Normal auto-scrolling returns once search is closed.
If the customer switches to another conversation while Messenger conversation search is open, the search bar stays open with the same search text and searches the new conversation.
FAQs
Does Messenger conversation search include Fin's answers?
Does Messenger conversation search include Fin's answers?
Yes, Messenger conversation search includes Fin's answers, even while they're still streaming in.
Can I search across multiple conversations at once?
Can I search across multiple conversations at once?
No, Messenger conversation search only looks at the conversation you currently have open (it doesn't search across multiple conversations at once).
Is Messenger conversation search case-sensitive?
Is Messenger conversation search case-sensitive?
Messenger conversation search isn't case-sensitive, but it is accent-sensitive, so "cafe" won't match "café".
Which Messenger layouts support conversation search?
Which Messenger layouts support conversation search?
Messenger conversation search is available to every workspace using the Classic web Messenger and Fullpage Messenger.
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