Search the Digital Inbox in MAX

You can use the Search field in the MAX digital channels inboxClosed Area where cases appear in the digital interaction workspace in an agent application to locate a specific customer (contact), caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., threadClosed A social media thread stems from one original post. A post can result in multiple threads from various contacts., or message. You can narrow your search with a few filtering options. For example, you can choose a channel to limit your search to cases in that channel. You can also use queries to bring up specific results.

Searching is an optional feature. Depending on how your administrator has set up the feature, your types of search or search results may be limited. For example, you may be able to search for messages but not contacts, or you may only get results for certain channels. If you don't see the Search field in your digital inbox, your administrator has disabled the search option.

Search for Threads

The Search tab in the digital workspace in MAX, showing the subtab where you can search for Threads.
  1. In MAX, use the Search field in the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application.
  2. Click the Threads tab.
  3. Search and filter to find the threadsClosed A social media thread stems from one original post. A post can result in multiple threads from various contacts. you want to see:
    • Enter a word, phrase, or query in the text area next to the search icon at the top of the Threads tab. Click Search.
    • Select one or more filtering options to narrow your search. Click Filter to apply the selected filtering option.
  4. Continue adding or removing search terms and filtering options until you locate the thread you need.

Search for Customers

The Search tab in the digital workspace in MAX, showing the subtab where you can search for Customers.
  1. In MAX, use the Search field in the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application.
  2. Click the Customers tab.
  3. Search and filter to find the customers (contacts) you want to see:
    • Enter the contact's first, last, or full name in the text area next to the search icon at the top of the Customers tab. Click Search.
    • Click a letter of the alphabet to narrow the search to first or last names beginning with that letter and click Filter.
    • Use a query to search for the contact ID.
    • Select one or more filtering options to narrow your search. Click Filter to apply the selected filtering option.
  4. Continue adding or removing search terms and filtering options until you locate the customer you need.

Search for Cases

The Search tab in the digital workspace in MAX, showing the subtab where you can search for Cases.
  1. In MAX, use the Search field in the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application.
  2. Click the Cases tab.
  3. Use a query to search for the case ID.
  4. Select one or more filtering options to narrow your search. Click Filter to apply the selected filtering option.
  5. Continue adding or removing filtering options until you locate the case you need.

Search for Messages

The Search tab in the digital workspace in MAX, showing the subtab where you can search for Messages.
  1. In MAX, use the Search field in the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application.
  2. Click the Messages tab.
  3. Search or filter to find the messages you want to see:
    • Enter a word, phrase, or query in the text area next to the search icon at the top of the Messages tab. Click Search.
    • Select one or more filtering options to narrow your search. Click Filter to apply the selected filtering option.
  4. Continue adding and removing search terms and filtering options until you locate the messages you need.