A Keyword Query, also referred as Keyword Search, retrieves relevant case conversations by utilizing specific keywords or key phrases within the Inbound Case report.

Creating keyword queries involves checking for the presence or absence of certain keywords in Case conversations. This applies to both fan and brand (bot and agent) messages.

This approach not only enhances the accuracy of filtering results but also streamlines the process of identifying and addressing specific topics or concerns embedded in the conversation threads.

Keyword Queries Examples

1. Example - ring

   Search the term "ring," considering variations such as "ringing" or any other instances where "ring" may be a part of a larger word.

2. Example - "ring"

   Conduct an exact search for the word "ring."

3. Example - "100"

   Conduct an exact search for the number "100."

4. Example - "diamond ring"

   Search for the phrase "diamond ring."

Operators

1. Operator - AND

   Example - ring AND bracelet

   Search for "ring" and "bracelet" anywhere within the complete message, irrespective of the keywords between them.

   

2. Operator - OR

   Example - ring OR bracelet

   Search for either "ring" or "bracelet."

3. Operator - NOT

   Example - "jewelry" NOT "ring"

   Search for conversations that contain "jewelry" but not "ring."

4. Operator - NEAR

   Example - "ring" NEAR/10 "bracelet"

   Search for instances where "ring" and "bracelet" appear within 10 words.

   

These operators provide flexibility in crafting keyword queries to precisely retrieve the desired information in case conversations.