Search for users in Inbox by phone number, email or name

Previously, in the Inbox section, you could only search by message text. The agent had to:

• recall the exact conversation or its date;
• ask their administrator for a lead card and wait for an answer.

It overloaded agents and slowed down their work.

We added a user list to Inbox and enabled search by contact info.

Now an agent can enter a user’s name, phone number, or email, and the system will show a list of relevant conversations. Selecting a specific user, you can see the history of conversations with them.

If you want to restrict access to the search by contact info, disable it in the “Team members” section.