Tips for Searching the Digital Inbox in MAX

You can use the Search field in the MAXdigital channels inbox Area where cases appear in the digital interaction workspace in an agent application to locate a specific customer (contact), case The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., thread A social media thread stems from one original post. A post can result in multiple threads from various contacts., or message. You can narrow your search with a few filtering options. For example, you can choose a channel to limit your search to cases in that channel. You can also use queries to bring up specific results.

Searching is an optional feature. Depending on how your administrator has set up the feature, your types of search or search results may be limited. For example, you may be able to search for messages but not contacts, or you may only get results for certain channels. If you don't see the Search field in your digital inbox, your administrator has disabled the search option.

Filtering Options to Narrow Your Search

You can narrow your search by using one or more of the filtering options on the tab you are searching. Not all filtering options are available for every type of search.

Search terms and filtering options combine. The more terms and options you provide, the fewer interactions will match your search. For example, lost banana will match a longer list of interactions than lost banana combined with filtering options that limit the channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to Facebook and the status to Resolved.

Filtering Option	Details	Available for Search Type
Agent	The agent who sent a message.	Messages
Assignees	The MAX user a case The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. or customer (contact) is assigned to. For cases, you can choose: Inbox assignee—The agent whose inbox Area where cases appear in the digital interaction workspace in an agent application the case or customer is currently sitting in. If the case is not currently in an inbox, it will not show an inbox assignee. Owner assignee—The agent who most recently interacted with the case. Mowgli takes a new case from the queue. He is now the inbox assignee for the case. The case doesn't yet have an owner assignee. When Mowgli finishes his response, he closes the case's tab, ending the interaction. The case now shows Mowgli as the owner assignee. The case doesn't have an inbox assignee until the next day when Hathi opens the case and sends a message to update to the contact. Hathi is the inbox assignee, but Mowgli is still the owner assignee. When Hathi closes the case's tab, he becomes the owner assignee.	Cases, Customers
Channel	The channel the interaction is associated with. Includes voice and digital channels.	Cases, Messages, Threads A social media thread stems from one original post. A post can result in multiple threads from various contacts.
Date Created, Days, Date	Indicates a date or range of dates.	Cases, Messages, Threads
Engaged	Select to identify contacts that are waiting for responses.	Customers
Facebook	Select to find contacts who have contacted your organization with Facebook.	Customers
Has Note	Select to narrow your search to contacts that have notes added to their customer cards.	Customers
Influencers	Select to limit your search to contacts that your organization has identified as are social media influencers People on social media with established reputations and large followings who can impact the opinions and actions of their audiences..	Customers
Read Status	A set of statuses that indicate if the message has been read.	Messages
Relevance	A set of filtering options you can use to narrow your search. The options, shown in the next table, vary depending on the search type.	Customers
Resolution Time	The time when the case status was changed to Resolved. Use this option to sort the cases that match the filtering options. You can choose it by clicking the text next to the sorting icon.	Cases
Routing Queue	Select the routing queue Digital First equivalent of a skill; routes each contact to an agent assigned to handle that type of contact that contains the cases you want to search.	Cases
Sentiment	The sentiment applied to an interaction.	Messages
Status	The current status of the interaction.	Cases
Tag	A set of tags available for applying to cases or messages. The available tags vary. Each organization creates tags to meet its needs.	Cases, Messages
Twitter	Select to find contacts who have contacted your organization with Twitter.	Customers

Relevance Filtering Options

The options in this table are available in the Relevance drop-down list. You can find this list on the Customers tab when searching in MAX.

Field	Details
First Name	Select to search using the contact's first name.
Inbound Posts	Select to limit your search to posts made by contacts to your organization.
Newest	Select to show the newest posts first.
Oldest	Select to show the oldest posts first.
Outbound Posts	Select to limit your search to posts agents have made to contacts.
Surname	Select to search using the contact's last name.

Refine Your Search

To Do This	Enter Your search like this
Search for an exact match	Put a word or phrase inside quotation marks. For example: "lost banana" will match lost banana but not lost yellow banana.
Include all words from your search	Put AND or a space between each word you want to include. For example: lost AND banana will match any interaction that contains both lost and banana.
Broaden your search	Put OR between each word in your search. For example: lost OR banana will match any interaction that contains either lost or banana as well as any interaction that contains both terms.
Exclude words	Put NOT or a minus sign to exclude words. For example: lost NOT banana will match any interaction that contains lost but not banana. Any interaction that also contains banana will not be a match.
Use multiple operators	AND, OR, and NOT are operators. When using more than one operator, put parentheses around the words you want to group with each operator. For example: (lost AND banana) NOT monkey will match any interaction that includes lost and banana. It will exclude any interaction that also contains monkey.
Search for wildcards, unknown words, or partial words	Put an asterisk in the word or phrase as a placeholder or wildcard. For example: ban* will match banana, banter, bannister, ban, and so on.
Use special characters	To include the following special characters and symbols in your search, place them in quotation marks: = & \|> < { } [ ] ^ ~ ? : \ / For example: banana"/"plantain will match any interaction that includes banana/plantain.
Search for custom fields	To find cases that include or exclude specific custom fields, type customField followed by the Ident of the custom field in brackets [ ]. Then enter the result you are looking for. For example: customField[favorite_animal] = panther displays results where the custom field was completed with panther. You can also use IN instead of = for these results. customField[favorite_animal] NOT IN (bear, orangutan, wolf) displays results where the custom field was completed with anything except bear, orangutan, or wolf. You can also use != instead of NOT IN for these results. customField[google_rating] > 4 displays results where the custom field was completed with numbers greater than 4.

Supported Queries

Query	Description
ownerAssignee=	The last agent who interacted with the case. This means the last agent who responded to the case, or the last agent who was assigned the case and changed the case status. The recommended way to use this query is ownerAssignee IS NULL. This results in a list of cases that have not been worked by an agent. To search for a specific agent using this query, you need to use a user ID from the legacy Brand Embassy application.
inboxAssignee=	The agent who currently has the case in their inbox. The recommended way to use this query is inboxAssignee IS NULL. This results in a list of cases that have not been worked by an agent. To search for a specific agent using this query, you need to use a user ID from the legacy Brand Embassy application.
caseId=	The ID for a specific case.
threadId=	The ID for a specific thread. This may include several cases.
threadIdOnExternalPlatform=	The ID of a specific thread from the original platform. This may include several cases. To locate an external ID, open a case from the thread, then click Case Actions > Show Details.
author=	The email address of the person who created a case. For example: author=BalooBear@bearnecessities.com.
content=	Any specific content of a message. Put quotation marks around a phrase. For example, content="lost banana" will return any messages that include lost banana.
title=	The subject line of an inbound email.
status=	The status of a case. For example: status=open OR status=pending.