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Filtering

In the analytics, conversations and contacts section, it is possible to filter the results using the filtering control.

filter_control

In this input box, you can build sophisticated expressions to filter the results of the analytics, the conversations or the user list. These filters allow you to gain more insight into how your users interact with your bot.

Examples

  • help payment

Show all the results where fulltext search matches both help and payment.

  • channel:whatsapp tag:workflow::assigned "bundle price"

Show all the result with the Whatsapp channel, that contain the workflow::assigned tag, and contain a fulltext match for bundle price.

  • -tag:reviewed tag:error

Show all results with tag error and not the reviewed tag.

Search syntax

The filter input allows search queries similar to search engines such as Google.

When a search term is prefixed by a namespace, then it has special meaning. See the next sections.

When a search term is prefixed by a hyphen (-) then the term is excluded from the results. For example, -tag:workflow::assigned excludes all results with the workflow::assigned tag.

By default, terms are separate by one or more space characters. For example, term1 term2 tag:workflow::closed consist of three terms: term1, term2, and tag:workflow::closed. If you need to search for a term with a space in it, then you can wrap the text in quotes: "term1 term2" tag:workflow::closed is two terms: term1 term2 and tag:workflow::closed.

All of these can be combined as well: -tag:"my tag".

Tag

With tag:<tagname> the results must have the given <tagname>. If multiple tags are given (tag:one tag:two) then the results must contain all the tags.

Wherever you see a tag in the Inbox or the Contacts section of the studio, you can click on it to set the current filter to that tag.

Channel

With channel:<name> the results must have the given channel. For a conversation that means the conversations which were held over that channel. For users (CRM) this means the users that have that channel configured or have held a conversation over that channel.

When multiple channels are given (channel:instagram channel:whatsapp) then it will show results matching any of the given channels.

Specific field filters

You can configure custom fields on either the user or a conversation, see Studio. These fields are then made searchable.

Once configured, specific fields can be queried. For example, if you have a casenr field configured for conversations, then casenr:001 can be used to search for conversations that have a casenr of 001 in the conversation data.

Terms without a namespace will be used for fulltext search.

In the inbox, fulltext search will look at the messages in the conversations as well as the configured studio fields.

In the CRM, fulltext searches the configured studio fields as well as the first and last name.