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Search across conversations

Search across conversations

Find any past conversation by what was said in it, who sent it, or when it happened.

Where search lives

Two entry points, both global within the inbox:

  • Search conversations in the inbox header — full conversation search.

  • The workspace Search (the magnifier in the top bar) — searches across Helpin including support conversations.

What is searched

Search matches:

  • Subject — the conversation's subject line.

  • Message content — the text of customer and agent messages in the thread.

  • Customer email and name — find all conversations with a specific person.

Results are sorted by relevance by default, using match quality across fields; you can switch to newest or oldest.

Search results

Each result shows the conversation row as it appears in lists, plus:

  • Snippet — the matched passage with the matching text highlighted.

  • Matched fields — which fields matched (subject, message, email).

  • The conversation's current state, so you know whether it is still active.

Selecting a result opens the conversation directly.

The search panel supports the same filters as the list, so you can search within a scope:

  • Status (open, waiting, resolved, spam)

  • Assignment (mine, unassigned, specific teammate)

  • Mailbox — search one inbox or all

  • Tags

  • Customer email — exact-match on the customer

  • Created date range

  • AI state (AI handled / AI resolved)

Search syntax and behavior

  • Search is case-insensitive and matches partial words.

  • Multiple words match any/all of them with relevance ranking; quoted phrases match exactly.

  • Results are capped at a maximum set for performance; the panel notes when results are truncated. Narrow with filters if you expect many hits.

Tips

  • To find everything from one customer, search their email and filter by status if needed.

  • To audit how a recurring issue was answered before, search a distinctive phrase from the question — snippets show past replies without opening each conversation.

  • Combine search with tags (for example, phrase + tag billing) to audit specific categories.

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