How to Search and Filter Conversations

When messages pour in from WhatsApp, email, Facebook, Instagram and other channels, search and filters help your team find the right conversation fast. You can narrow the inbox by customer details, assignment, message status or channel.

Before you begin

• You are in the correct Ignite Funnels account or location.
• Your role allows you to view Conversations.
• You know at least one detail about the conversation you need.

1. Open Conversations

Click Conversations in the main menu.

2. Search

Click the search box and enter the most specific detail you have:

• Customer name
• Email address
• Phone number (for example +254 712 345 678)
• A word or phrase from the message, where supported

If a name brings up too many results, search by email or phone number instead.

3. Apply filters

Open the filter controls and choose only what you need.

• Unread: messages nobody has reviewed yet.
• Assigned to me: conversations you own.
• Assignee or team: work owned by a specific person, or unassigned chats that need an owner.
• Channel: chats where the latest message came through one channel, such as WhatsApp, email, Facebook or Instagram.
• Direction and type: inbound or outbound, manual or automated messages, where available.
• Status or date: open, closed, recent or older conversations, where available.

The filters you see depend on your role, connected channels and account setup.

Tip: combine Unassigned with a channel filter, such as WhatsApp, at the start of each day so no new lead waits without an owner.

4. Review the results

Open the likely conversation and check the customer's name and contact details, the latest message, the channel, who it is assigned to and the earlier messages. Do not rely on the preview; read the full history before replying or changing anything.

5. Clear search and filters

Once you have found it, clear the search and filters to go back to your normal inbox. Start with one search term and add filters only if the list is still too long. Too many filters can hide the conversation you need.

Common issues

• No results: check spelling and remove some filters.
• Too many results: search by email or phone number.
• A channel is missing: it may not be connected or available to your role.
• Assigned conversations are missing: check the assignee filter and your permissions.
• Old results still showing: clear the search, remove filters and refresh.

Frequently asked questions

Can I search by message content?

Only where your account setup supports searching message text.

Why can a colleague see more conversations than me?

Their role, permissions, assignments or inbox view may be different.

Do filters stay switched on?

Some filters stay active until you clear them. Check the filter controls whenever conversations seem to be missing.

Related guides

• How to Navigate Conversations
• How to Assign or Reassign a Conversation
• Understanding User Roles and Permissions
• Basic Troubleshooting to Try Before Contacting Support

Need help?

Click the help button in the bottom right corner of your Ignite Funnels account to search more guides or chat with our support team.