Rep Inbox helps you find a conversation using words from the discussion, its subject, customer details, or a ticket number. Search results show why each conversation matched, so you can choose the right one.
Search for a conversation
- Open Rep Inbox. In the sidebar, select Search or ticket #. If the sidebar is collapsed, select the magnifying glass to open the field.
- Type a word or phrase from a message or subject, or enter the customer’s name, email address, or phone number.
- Press Enter. Rep Inbox shows matching conversations, with the matching text highlighted. A result also says when it matched a customer detail.
Matching customers may appear while you type. Select one to open that customer’s history; press Enter to search conversations instead.
Search starts with Any status, which includes closed conversations. To search Spam or Trash, choose that scope in the results. Select a conversation to open it beside the results. Clear search returns you to where you were.
Jump to a ticket number
Enter an exact ticket number, such as #1042, in the same sidebar field and press Enter. Rep Inbox opens that ticket directly. If the number does not belong to a ticket, Rep Inbox tells you and searches conversations that mention it.
If you cannot find a conversation
- Check the spelling, use fewer words, or choose another search scope.
- If Rep Inbox says older conversations are still being indexed, try again in a few minutes.
- If more than 1,000 conversations match, add another word to narrow the results.
- If the search did not complete, select Retry.
Search finds an order number when it appears in a conversation’s subject or messages. It does not search Shopify orders separately.