Floor search and filters
Filter the live floor, search the visitors already loaded and revisit your prior engagements on mobile.
What it is
Floor filters hide visitors that do not match the view you need. Search floor finds matches in the visitor and conversation information already loaded in your desktop floor. On mobile, you can also scroll back through your prior engagements.
Who uses it and why
- Operators find a visitor, focus on active work or return to a person they previously helped.
- Supervisors narrow the visible floor by device, visitor type or activity.
Where to find it
Use the floor filter strip and its Search control on desktop. The search box is labelled Search floor.
On the mobile Floor view, use All and Online where historical floor access is enabled. Users with the Settings or Manager role manage permitted operator settings, including Hide Historical Visitors on Floor under Store App permissions, in Settings › Account › Operators.
How it works
Desktop filters include:
- Desktop, Tablet and Mobile.
- New visitors, Returning, Logged in and Opportunities.
- Has Chat, Has Active Chat, Starred, VIP, Has A Basket and International.
- Happy and Unhappy, where sentiment filters are shown.
Selections within a filter group allow matching alternatives. Different groups narrow the result together. For example, a device choice and a visitor-type choice both need to match.
Choose Search and enter text. Search checks available identity and contact details, page and location information, tags, conversation text and loaded conversation data fields. Text matching is generally case-insensitive. Separate terms with commas when every term must match somewhere in the visitor's available information.
On mobile, All can include prior engagements as well as current visitors. Online restricts the view to online visitors. Scroll to load more prior engagements, ordered by recent engagement.
Configure it
Change desktop filter selections directly on the floor. Filter selections can be remembered per channel in your browser and are cleared by the normal logout process.
With permission to edit the operator, a user with the Settings or Manager role can enable Hide Historical Visitors on Floor to remove mobile history access. This restriction is part of role permissions, not a personal display preference.
Permissions
| Permission | Lets you |
|---|---|
| Hide Historical Visitors on Floor | Restricts the mobile floor to exclude the historical visitor view when enabled. |
Limits and good to know
- Desktop floor search is not a search of every stored customer or conversation. Use visitor search or conversation history for records outside the loaded floor.
- Text search uses its own view of the loaded visitors instead of combining all the normal filter buttons.
- The default mobile history loads 25 entries at a time and looks back 90 days for offline prior engagements. That window is not a data-retention promise.
- Linked visitor identities can be grouped, so a returning person may not appear as a separate entry for every visit.
- Filtering changes what you see. It does not change assignment, routing or availability.
- International depends on the configured local countries and the available visitor location.
Depends on and works with
+6 more · this feature uses
- Tags and conversation dataEnhances
Loaded conversation data fields can contribute searchable values.
- Basket trackingEnhances
Basket information supplies the Has A Basket filter.
- Contact merge preview and assignmentEnhances
Linked visitor identities can be grouped in prior-engagement results.
- Roles and permissionsConfigured by
Store App permissions control historical floor access.
- Mobile consoleRelated
Mobile uses All and Online controls for its floor and prior engagements.
- Conversation history and searchRelated
Use conversation history to find stored conversations outside the loaded floor.
View all connections as a list
This feature uses
- Live visitor and operator floorRequires
Desktop filters act on the visitors loaded on the floor.
- Visitor search and filtersRelated
Visitor search can find current or historical visitors outside the loaded floor.
- Visits and returning visitorsEnhances
Returning-visitor classification supplies a floor filter.
- Browser language and device contextEnhances
Device information supplies the Desktop, Tablet and Mobile filters.
- Visitor locationConfigured by
Local-country configuration affects the International filter.
- Visitor flags and custom scoresEnhances
Visitor flags and scores supply opportunity and VIP filtering.
- Favourite visitorsEnhances
Favourite visitors can be selected through the Starred filter.
- Sentiment and emotionEnhances
Sentiment supplies Happy and Unhappy filters where these are shown.
- Tags and conversation dataEnhances
Loaded conversation data fields can contribute searchable values.
- Basket trackingEnhances
Basket information supplies the Has A Basket filter.
- Contact merge preview and assignmentEnhances
Linked visitor identities can be grouped in prior-engagement results.
- Roles and permissionsConfigured by
Store App permissions control historical floor access.
- Mobile consoleRelated
Mobile uses All and Online controls for its floor and prior engagements.
- Conversation history and searchRelated
Use conversation history to find stored conversations outside the loaded floor.
Used by
- Live visitors on the floorConfigured by
Floor filter selections narrow which live visitors are displayed to an operator.
- Visitor names and session codesEnhances
Floor search accepts a session code prefixed with a hash sign.
- Live visitor and operator floorEnhances
Filters and search narrow the visible floor.
FAQ and troubleshooting
Why does Search floor not find an old customer?
That person may not be loaded on your current floor. Use visitor search or conversation history instead.
Why did adding another filter hide everyone?
Filters in different groups must match together. Broaden the device or visitor-type choices and try again.
Why can I not see previous visitors on mobile?
Check All rather than Online. Your operator permissions may also enable Hide Historical Visitors on Floor.
Can I use a comma to search for either of two terms?
No. Comma-separated terms narrow the results to visitors matching every term somewhere in the searched information.
Why do results differ between operators?
Website, channel, loaded visitors and permissions can differ. Mobile prior engagements also depend on each operator's own previous interactions.