Searching Past Conversations on the Veda Page

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, contact your Certinia Account Team.

You can search the messages in your past conversations to find a conversation that you want to review or continue. The search covers your 100 most recent conversations with any agent, and it does not include conversations that you have removed.

To search your past conversations:

1. To open the page, do one of the following:

   • From the App Launcher, go to the Veda tab.
   • From the chat container, click Open App View.
2. In the side panel, click Search.
3. In the search field, enter the words you want to find. The results display as you type.
4. Click a result. The conversation opens and scrolls to the matching message.

Each result shows the first message of the conversation and an excerpt from the matching message, with the matching words in bold. It also shows when the message was sent: "Today", or the day and month for earlier messages. The most recent messages display at the top. If more than one message in a conversation matches, the conversation displays once for each matching message.

To make your search more precise:

• Enter the start of a word to find all words that begin with it. For example, "inv" finds "invoice" and "invoiced".
• To find an exact phrase, enclose it in double quotation marks.

If no messages match your search, try a different word or check your spelling. To leave the search and start a new conversation, click New Chat.