Searching Messages in Inbox and My Work
Written by B3Networks Academy
Updated at September 10th, 2026
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Table of Contents
- Applies to: Inboxes (Live chat, WhatsApp, Ticket) | My work (Watching, Mentioned, Assigned, Worked on, Created).
- Roles: All Agents & Admins.
Search across customer conversations in Inboxes and personal work queues to quickly find recent interactions, with the ability to expand queries into older archives in 90-day increments.
Search for recent conversations
- In Unified Workspace, select Inboxes (or My work) from the left sidebar.
- Select your channel tab (Live chat, WhatsApp, or Ticket).
- In the search bar above the list, enter your search keyword, customer name, subject, or phone number and press Enter.
- The system displays matching conversations from the last 90 days.
- At the bottom of the list, review the active date cutoff:
The search ticket from DD-MM-YYYY
Note: Scoping default queries to the last 90 days ensures instant search performance and prevents inbox disruption during high volume. All active filters (such as Status, Channels, and More Filter) remain applied during your search.
Search older conversations (90-day increments)
- If you need conversations older than 90 days, scroll to the bottom of your search results list.
- Click Search older tickets (or Search older messages).
- The system queries an additional 90-day window into your message history and appends matching historical interactions.
- Click ↑ Scroll to Top in the upper-right corner of the table to quickly return to the top of your results.
Tip: You can repeat this action to extend your search further back in 90-day increments, up to 5 years of historical records.