How to Use Individual Chat Search in DoubleTick

Sometimes you may need to find a specific message within a particular conversation. Scrolling through long chat histories can take time.

Individual Chat Search allows you to search for keywords inside a single chat and quickly locate the required message.

---

Where to Find Individual Chat Search

Follow these steps to search within a conversation.

Step 1: Open a Chat

Go to the Chats section and open any conversation from the chat list.

The chat will open on the right side of the screen.

Step 2: Locate the Search Icon

At the top of the chat window, where the customer’s name and chat actions appear, you will see a Search icon.

Step 3: Enter a Keyword

Click the search icon and type the keyword you want to find.

DoubleTick will highlight all messages in that chat containing the searched word.

---

Search Messages by Date

Next to the search field, you will see a calendar icon.

To locate messages from a specific time period:

1. Click the calendar icon

2. Select the desired date

DoubleTick will navigate to messages from that timeframe. If no messages exist on the exact date, the system takes you to the closest available message.

---

What You Can See in the Results

While navigating through results, you can clearly see:

• Customer messages

• Agent messages

• Message timestamps

• Message status and type

This helps you quickly review past conversations.

---

When to Use Individual Chat Search

Individual Chat Search is helpful when:

• You want to locate an earlier message in a chat

• You need to review information shared previously

• You want to check conversations from a specific date

It allows you to find messages instantly without scrolling through the entire chat history.