Enhanced Conversation Search is designed to streamline how agents and teams locate and manage customer conversations across multiple channels. By centralizing search and providing intuitive filters, agents can quickly find the right threads, reduce time spent on manual lookups, and maintain full context across SMS, email (Ticketing), and other supported channels
3 Months
Customer-facing teams often face fragmented workflows when trying to locate specific conversations. Existing search capabilities are inconsistent, slow, and lack intelligent ranking, which leads to wasted time, repeated effort, and frustration for both agents and customers. Without a robust search experience, agents risk overlooking key interactions and breaking conversation continuity
The research behind Enhanced Conversation Search was aimed at:
• Understanding how agents currently search for and retrieve past conversations.
• Identifying common friction points in fragmented workflows.
• Exploring how metadata (status, tags, priority, assignee) can enhance contextual search.
• Testing intelligent ranking (recent, frequent, prefix/partial matches) to surface the most relevant results
From the findings, users need:
• Speed & Accuracy: Ability to locate the right conversation quickly without scrolling through irrelevant results.
• Unified Access: A single search entry point for SMS, email, and future channels.
• Context Awareness: Search results that carry over metadata (tags, assignee, status) for better continuity.
• Flexibility: Options to create new conversations if no results are found, or to resume ongoing threads seamlessly
The main pain points addressed include:
• Fragmented Workflows: Agents previously had to jump between different inboxes and tools to find a conversation.
• Inefficient Search: Current search lacked intelligent ranking, leading to irrelevant or hard-to-locate results.
• Loss of Context: Metadata wasn’t carried over, forcing agents to re-enter tags, statuses, or priorities.
• Channel Limitations: Inability to initiate or continue conversations effectively across SMS and Ticketing created delays and inconsistent customer experiences.
💡 Want to experience it yourself?
Head over to www.tawk.to and try the Enhanced Conversation Search firsthand. Explore the filters, tags, and smart search to see how it makes finding and managing conversations effortless.
✨ Thank you for exploring this project!