# Filter and search conversations

> Narrow the list to the conversations that need you, and find any chat by a word the visitor or the assistant used.

Narrow the list to the conversations that need you, and find any chat by a word the visitor or the assistant used.

Once your widget has been live for a few weeks, the list on the Conversations screen gets long. The filters and the search box above it take you straight to the conversations you are looking for.

## Filters

![The Unanswered filter: greetings and questions the assistant could not answer](https://konvuno.com/help/shots/en/conversations/filter-unanswered.webp)

The Unanswered filter: greetings and questions the assistant could not answer

Open the **Show** menu above the list and pick what to see:

| Filter | Shows |
| --- | --- |
| All | Every conversation, including your own test chats and the ones flagged as suspicious. |
| Answered | Conversations in which the assistant answered at least one question from your knowledge. Your own test chats are not here. |
| Unanswered | Conversations in which the assistant answered nothing: visitors who only said hello, questions it had nothing to answer from, off-topic requests, and visitors who only asked for a person or left their details. Your own test chats are not here. |
| Handed off | Conversations the assistant handed over to your team — the visitor asked for a person, or for something only you can give. See [Hand-offs](https://konvuno.com/help/conversations/reading-a-conversation#handoff). |
| Leads | Conversations in which the visitor sent the contact form, whatever the lead's status is now. |

Suspicious conversations appear only under All (and under Leads if one of them left details).

Answered and Unanswered are about the assistant's answers, not about your plan: a visitor who only leaves their details counts toward your plan, and the conversation is still unanswered. To see what counts and why, see [Which conversations count](https://konvuno.com/help/conversations#billable).

Tip

Unanswered is your to-do list. Once a week, skip the greetings, note the real questions the assistant could not answer, and [add them as FAQs](https://konvuno.com/help/knowledge/faqs#add) under Knowledge. The next visitor who asks gets an answer.

## Search

![Search results with the matching word highlighted](https://konvuno.com/help/shots/en/conversations/search.webp)

Search results with the matching word highlighted

Type a word into **Search conversations…** above the filters. The list shows the conversations that contain it, and each row shows the part of the message where it appears, with the word highlighted.

Search looks through:

- every message from the visitor **and** from the assistant — not only the first one;
- the [AI summary](https://konvuno.com/help/conversations/reading-a-conversation#summary) at the top of a conversation;
- the tags you added (see [Tags and export](https://konvuno.com/help/conversations/tags-and-export#tags));
- the names of visitors who left their details.

It does not look through email addresses or phone numbers. To find someone by their email address, [search under Leads](https://konvuno.com/help/leads#search) instead.

Search works together with the filters: pick Leads and search for `delivery` to see only the leads who asked about delivery, or pick Handed off to see who asked for a person.

### How to get good results

- **The beginning of a word is enough.** A word of three letters or more also finds the longer words that start with it: `ship` finds "shipping", `bike` finds "bikes", and `deliv` finds "delivery". Shorter words must match whole.
- **Capital letters do not matter, accents do.** `Radić` finds "Radić", but `radic` does not.
- **One word at a time works best.** When you type several words, they must all appear in the **same message**, so `shipping cost` finds nothing if the visitor wrote "shipping" and the assistant answered with "cost".
- **Either word:** put `or` between them — `shipping or delivery`. The word for "or" in your dashboard language works too, such as `oder` in German or `ili` in Serbian and Croatian.
- **An exact phrase:** put it in quotes — `"group tour"`.

To go back to the full list, clear the search box and click All.

How other businesses use it

- **A hair salon** searches `balayage` before a busy season to see what customers want to know about its most expensive service.
- **A language school** uses Unanswered every Friday and has added twenty FAQs about course dates in a month.
- **A car repair shop** searches `brake or pads` to catch every way customers describe the same problem.
- **An accounting firm** opens Leads each morning to read what new clients asked before calling them back.

---

Canonical: https://konvuno.com/help/conversations/filters-and-search
Index: https://konvuno.com/llms.txt