# Visitor search and filters

Find online and historical visitors using contact details, your customer relationships and browsing or purchase filters.

*Release 3.3 · operator, supervisor*

**Search › Custom** · **Search › Shortcuts** · **Settings › Account › Operators**

## What it is

**Search** helps you find current and historical visitors by contact details or their relationship with you. You can narrow results using online activity, VIP status, basket value, category browsing and purchase history. The available results depend on your access and the data available for the website.

## Who uses it and why

- Operators find a customer they have helped before or select online visitors who need attention.
- Supervisors review relevant visitor groups within their permitted scope.

## Where to find it

In the mobile operator interface, select **Search**, then **Custom** for the filter form. **Shortcuts** contains saved searches. On websites using the Salesforce search integration, this entry point can open contact search instead.

Someone with the **Settings** role can review **Store App** permissions at **Settings › Account › Operators**.

## How it works

1. Enter contact details in **Name, Email, Company or Phone**, or choose filters.
2. Use **My Customers / Favorites**, **My Engagements** or **My Sales** to search your customer relationships.
3. Narrow earlier activity with **Last Engaged** and **Made Purchase**. The mobile controls cover 1 to 60 days; the full range represents **Anytime**.
4. Enable **Only Online** to show the online options: **Around My Store**, **VIP**, **Min. Basket Value** and **Browsing Category**.
5. Select **Find**. Use **Sort** to choose **Last Engagement / View** or **Basket Value**, and scroll to load further results.

Text matching includes available visitor and contact names, email, phone, mobile and company information. Linked visitor records can be represented together under their customer identity.

## Configure it

Use **Reset** to clear the search form and start again. Reusable searches are managed through **Shortcuts**.

Under **Store App** permissions, **Hide Search** removes the entry point. **Restrict Search** requires at least one of **My Customers / Favorites**, **My Engagements** or **My Sales**. Someone with the **Settings** role can review these permissions and your subsite access.

### Permissions

| Permission | Lets you |
|---|---|
| Hide Search | When enabled under Store App permissions, removes Search from the mobile interface. |
| Restrict Search | When enabled under Store App permissions, requires My Customers / Favorites, My Engagements or My Sales for a search. |

## Limits and good to know

- VIP, nearby-store, basket and category filters use current visitor selection. They can narrow the search to live visitors even when an integration has not explicitly selected online-only searching.
- Online selection can briefly include visitors disconnected for less than 30 seconds.
- **Browsing Category** uses recorded category-view history, rather than a general search through every product description.
- **Anytime** removes that date restriction; it does not recover information that is unavailable or no longer retained.
- Results load in batches, normally 25 at a time. They are a search result snapshot, rather than a permanently live filtered subscription.
- Searching visitor details does not search the text of every conversation. Conversation history has separate search tools.

## Depends on and works with

### This feature uses

- **Configured in** [Roles and permissions](ADM-008.md): Store App role permissions control hiding and restricting mobile search.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Subsite permissions limit search sources and live results.
- **Works better with** [Basket tracking](COM-019.md): Current basket information supports minimum basket filtering and basket sorting.
- **Works better with** [Purchase details and conversion credit](COM-030.md): Purchase history supports Made Purchase and My Sales searches.
- **Works better with** [Contact matching](CRM-003.md): Contact matching lets searches group visitor records associated with the same customer.
- **Works better with** [Salesforce contacts](CRM-011.md): Configured Salesforce integration can contribute contact search results and change the mobile search entry point.
- **Works better with** [Visitor page and product tracking](VIS-003.md): Recorded category browsing supports Browsing Category filtering.
- **Works better with** [Visitor location](VIS-005.md): Around My Store uses visitor and operator location context.
- **Works better with** [Visitor flags and custom scores](VIS-008.md): Visitor and linked-contact VIP flags support VIP selection.
- **Works better with** [Saved search filters](VIS-014.md): Saved search shortcuts reuse visitor filter combinations.
- **Works better with** [Favourite visitors](VIS-015.md): Favourite relationships support My Customers / Favorites filtering.
- **Related** [Mobile console](CON-033.md): The mobile console provides Search and its Store App access controls.

### Used by

- **Enhances** [Saved search filters](VIS-014.md): Visitor search supplies the criteria saved and rerun through mobile shortcuts.
- **Enhances** [Favourite visitors](VIS-015.md): Visitor search can select your favourite visitors.
- **Enhances** [Mobile console](CON-033.md): Search opens visitor work when permitted.
- **Related** [Live visitor and operator floor](CON-006.md): Use visitor search to find people outside the currently loaded floor.
- **Related** [Floor search and filters](CON-007.md): Visitor search can find current or historical visitors outside the loaded floor.

## FAQ and troubleshooting

### Why is Search missing?

Ask someone with the **Settings** role to check **Hide Search** under your **Store App** permissions.

### Why must I choose one of the My filters?

Your account has **Restrict Search** enabled. Select one of the three relationship filters before searching.

### Why do older customers disappear when I choose VIP or basket filters?

Those filters select from the current visitor population. Clear the online filters when looking for historical customers.

### Why does the same customer appear only once despite several visits?

INSIDE can group linked visitor records under the same customer identity and show a representative result.

### Why does Search open a different contact form?

Websites using the Salesforce search integration can route the mobile entry point to contact search.