SAC 360° - Searching Messages

What is message search in SAC 360°?

The feature Search Messages allows you to quickly locate support cases, conversations, and content exchanged within SAC 360°. With it, you can find specific information, speed up audits, track service histories, and make it easier to monitor interactions carried out by agents.

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Global search

The search is available in the top bar, allowing you to quickly locate cases and messages.

Case search

You can search for a case using the following information:

• Contact name;

• Case ID;

• Phone number;

• Email.

Message search

You can also search for content present in conversations, locating specific words, phrases, or terms sent and received during cases.

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Search within the case

When accessing a case, you can perform more detailed searches using the magnifying glass icon, located within the conversation itself.

In this option, you can filter the search by:

• All: general search across the entire conversation history;

• Attachments: locates sent and received files;

• Media: locates images, videos, and other multimedia content;

• Links: locates URLs shared during the service;

• Date: allows you to search for content from a specific period.

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Benefits of message search

• Speed in locating information;

• Ease for audits and internal monitoring;

• Better traceability of cases;

• Reduced time spent searching for old conversations;

• Greater productivity for the support team.

Tip: Use specific information, such as name, phone number, email, case ID, or keywords, to get more accurate results and quickly find the desired content.