Search, filters and export

Search

Type in the search box at the top of the inbox (press / on a computer). Dazza looks through:

• every message, from the customer, Dazza and your team, including internal notes
• customers’ names, email addresses and phone numbers
• email subjects

Words match from their start, so refund finds refunds and refunded. Each result shows the message that matched, with the words highlighted.

Search looks in the queue you’re on. To search everything, choose All.

Filters

Press Filters to narrow the list by:

• Channel — website chat, email or a messaging app
• Status — open, snoozed or resolved
• Assigned to — you, someone on your team, unassigned, or with Dazza
• Priority — urgent, high, normal or low
• Topic and customer rating
• Last activity — today, the last 7 or 30 days, or between two dates
• Only ones Dazza handed to the team

Filters you’ve set show as chips under the search box. Press × on one to remove it. On a phone, filters open from the bottom of the screen.

Saved views

Save a search, filters and sort you use often, like “My urgent” or “Complaints this week”. Press Views, name it and press Save. Your views are yours: nobody else on the team sees them. Dates are saved as “last 7 days” rather than fixed dates, so a weekly view stays current.

Act on several at once

Select conversations with the box that appears where the avatar is, or press X on a computer. Hold Shift and click to select a run of them, or press Select all in the bar. On a phone, press and hold a conversation, or choose Select conversations from the ⋯ menu.

The bar above the list (along the bottom on a phone) can:

• Assign them to someone, or unassign them
• Snooze them
• set their Priority
• add or remove a Topic
• Resolve them
• under More, Reopen them or Return them to Dazza

Each conversation gets the same timeline line and audit entry as if you’d changed it on its own. Ones the action doesn’t apply to, such as resolving one that’s already resolved, are skipped.

Export to CSV

Admins can export what the inbox is showing: press ⋯ above the list, then Export CSV. You get one row per conversation with its channel, status, priority, who has it, the customer, subject, topics, sentiment, rating, why it was handed over, the team’s first reply time and the answer quality. Export CSV with transcripts adds what the customer saw, line by line (internal notes and unsent drafts are left out).

Exports are newest first, up to 5,000 conversations (1,000 with transcripts). Times are in your workspace’s time zone. The audit log records each export.

Insights has its own Export CSV button, for the figures and tables on the page. See Read your insights.

Keyboard shortcuts

On a computer, press ? in the inbox to see them all. J and K move through the list, Enter opens, R replies, N writes a note, E resolves, A assigns, S snoozes and P sets the priority. They never fire while you’re typing, and they’re off on phones and tablets.