Filtering and Searching Conversations

Filter your conversation list, search for specific conversations, and save Advanced Searches for quick access to the conversations you use most.

Filter Your Conversations

Conversation filters allow you to control which conversations appear in your conversation list.

There are two filters above the conversation list:

• My Conversations / Everyone’s Conversations — controls whose conversations you see.
• Conversation Status — controls which types of conversations you see.

You can use these filters together to narrow your conversation list to exactly what you need.

My Conversations vs. Everyone’s Conversations

Use the first filter to choose whose conversations you’d like to view.

Filter	What You’ll See
My Conversations	Conversations you’re currently involved in or have access to as part of your permissons.
Everyone’s Conversations	Conversations across the organization that your User permissions allow you to view.

Not Seeing Other Users’ Conversations?

Access to Everyone’s Conversations depends on your User permissions.

Managers and Administrators can view conversations they aren’t assigned or joined to. Members have more limited conversation visibility.

If selecting Everyone’s Conversations doesn’t change what you see, contact your Captivated Administrator to review your User permissions.

Filter by Conversation Status

Use the second filter to control which conversations appear based on their status.

Filter	What You’ll See
Active	Conversations that are currently active or in progress.
Unreplied	Conversations where the contact was the last person to send a message and may be waiting for a response.
Completed	Conversations that have been completed or closed.
Scheduled	Conversations containing scheduled messages or Internal Notes.
All	All conversations regardless of status.

Completed conversations appear grayed out and italicized in the conversation list.

Best Practice: Keep your conversation status filter set to Active for your everyday workflow. This helps keep conversations that still need attention front and center.

Your Filters Are Remembered

Once you select your preferred filters, Captivated will remember them on that device until you change them again.

Your browser and mobile app may have different saved filter selections, so you may need to set your preferred view once on each device.

Search Conversations

Select the magnifying glass to search for a keyword or phrase.

Captivated will return the conversations that best match your search.

When a matching word or phrase is found within a conversation, opening the result will take you to the matching message and briefly highlight the matching text in yellow.

Advanced Search

Use Advanced Search when you need to narrow your results using specific criteria or create a search you’ll want to use again.

You can build an Advanced Search using criteria such as:

• Users
• Teams
• Channels
• Contact or company name
• Tags
• Conversation status

You can combine criteria to create a more specific view.

Example

Suppose a Manager wants to quickly view all of Dwight’s active conversations.

They could create an Advanced Search using:

User: Dwight Schrute
Status: Active

They could then save the search as Dwight’s Conversations for easy access later.

Save an Advanced Search

If you regularly use the same search criteria, save the Advanced Search instead of rebuilding it each time.

1. Open Advanced Search.
2. Select your desired criteria.
3. Give the search an easy-to-recognize name.
4. Save the search.

Your saved searches will be available when you select the magnifying glass, allowing you to quickly return to that view.

Saved searches can be especially helpful for Managers who regularly review conversations by User, Team, Channel, status, or another recurring workflow.

Filter vs. Search vs. Advanced Search

If You Want To…	Use
View only your active conversations	Conversation Filters
See conversations across the organization	Everyone’s Conversations
Quickly find a word or phrase	Search
Narrow conversations using multiple criteria	Advanced Search
Return to the same custom view regularly	Saved Advanced Search

Need Help?

If you’re unable to find a conversation or believe your User permissions are preventing you from seeing conversations you should have access to, contact Captivated Support using the in-app Support option.

Searching for Conversations Video Walkthrough

---

Advanced Search 2-Minute Video Walkthrough