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

of the FocalScope omnichannel suite, according to best practice.

How to search for info inside Live Chat conversations

Because FocalScope logs all Live Chat conversations in its database, it is easy to look up specific information contained in those conversations between agents and customers / prospects. This article details how to use FocalScope's Find tool to perform a search specific to Live Chat conversations.


Searching for information specific to Live Chats

  1. In the [Main toolbar], click the [Find] button
  2. In the [Finder Tool] window, click the [Live Chat] tab and fill in the information you are looking for in the search criteria fields
  3. Click [Search] button to initiate the search
  4. In the search results, click an entry to open the associated Live Chat conversation. Dialog containing text that matches the search criteria will are highlighted in yellow

Figure 1 - Searching Live Chats

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