Talkdesk Omnichannel

Talkdesk Omnichannel Advanced Documentation

Welcome to Talkdesk Omnichannel Advanced Documentation. Here you can find comprehensive documentation to help you deep dive and learn how to make the most of Talkdesk Omnichannel.

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Search For Chats

You can access the Search For Chats section by clicking on the Search [1] icon of the navigation bar.

Agents can search for chats within a team, based on a set of "Search By" filters.

Using the Search Filters

  1. Select one of the topics from the Search By drop-down [1].
  • Agent ID: All chats within the current team that an agent has handled before or is still handling. This option is useful for agents or Team Managers to view all historical chats handled by an agent along with the details of the other agents involved (as part of chat transfers) in those chats.
  • Name: All chats in which the Name of the customer exactly matches (case sensitive) with the search parameter.
  • Customer ID: All chats in which the Customer Id exactly matches (case sensitive) with the search parameter.
  • Mobile Number: All chats in which the Mobile Number of the customer exactly matches (case sensitive) with the search parameter.
  • Email ID: All chats in which the Email Id of the customer exactly matches (case sensitive) with the search parameter.
  • Twitter ID: All chats in which the Twitter Id of the customer exactly matches (case sensitive) with the search parameter.
  • Live Chat ID: All chats in which the Live Chat ID of the customer exactly matches (case sensitive) with the search parameter. Here, Live Chat ID is the Email Id of the customer that is used to initiate a chat over the Live Chat channel.
  • Chat ID: All chats in which the Chat ID or Alias Chat ID exactly matches (case sensitive) with the search parameter.
  • Tags: All chats with Tags matching one of the Tags mentioned in the search parameter.
  • Custom Attributes: These are custom items that can be added by the agent's Admin.
  1. (Optional) Use the chat status filter to narrow your search [2].
    A chat can be:
  • Open
  • On Hold
  • Closed
  1. Type what you want to search in the text field [3].
  2. Click on SEARCH [4].

Viewing the Chat Log

Once a search has been successful the results are displayed towards the bottom of the screen. Click on the Speech Balloon (1) to open the desired Chat Log.

Printing the Chat Log

In the Chat Log window, simply click on the Print [1] icon.

Updated 6 months ago

Search For Chats


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