Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Search for Live Chat Information

To retrieve information in live chat conversations, such as customer information or conversation details contained in live chat session, the finder tool in FocalScope will be used. Scroll down to learn how to obtain this information using the built-in Finder Tool in FocalScope.


Click on the [Find] button in the main toolbar.

Specify Search Parameters


  1. Activate the [Live Chat] tab to search for web chat information.
  2. Click on the [...] buttons for each text search field and enter the text to search for the specific area of the live chats.

All live chats that contains the word "business", as specified in the [Text:] field, will be listed.


All live chats containing a customer's name, e-mail & company specified in the [Customer:] field, will be listed.


The [Custom field:] searches information entered in the registration form fields, by web users, which is are one of the default fields. These fields are added by system administrators and applicable for live chats that use customized registration forms.

For example, if you know that your system's custom field is for mobile numbers, type in the mobile number of the customer you wish to search for and the system will search the custom field, for the number you have entered.

Date & Time Option : Date & Time


Specify the date range of the live chats you wish to view. The dropdown calendar is used for selecting the dates in each field.

In the [Date from:] and [Date To:] fields you may specific date and time ranges, number of hours back from the current time or the number of days/weeks/months ago from the current date.

Date & Time Option: Several Hours Back


To filter live chats for the current date, you may use the [Several hours back] filtering option. Specify the number of hours you want to go back on the current date, in the highlighted field.

Date & Time Option: Yesterday, Last Week Etc.


You may also specify by number of days, weeks or months ago.

Save Search for Live Chat Information


Clicking on the dropdown displays the list of previously saved search results. Clicking on [Last Search] displays the fields that were filled in, in the previous search.

To save a new search result, clear the textbox, click on [Save As] to save your search results.
To permanently remove saved search result, first select the saved item from the list, then click the [Delete] button to remove search results.
To update previously saved search results, select the results you wish to update from the dropdown list. Make the changes that you wish in the various search criteria, then click on [Save As]. A popup will prompt you to confirm the changes.


You may preview, Find & Close or Export your search result once you have finished specifying search criteria for live chats.

Let us help

If you have any questions, or need further support, please don’t hesitate to reach out.