The initial launch of side conversations did not include the ability to search the their contents. We've received feedback from customers that it would be beneficial for agents to be able to search for terms that would appear in these conversations for quick retrieval and to find similar conversations. This EAP introduces a side conversations tab to the search results page that will show conversations that have content matching the search term. The results are scoped to only return conversations within tickets the searching agent can access.  Clicking on a result will open the ticket the side conversation is in and open the matching conversation in that ticket.

This EA is available to customers with the Collaboration add-on that have activated at least one side conversations channel.

This is the first release of search results for side conversations and is relatively minimal. Some current limitations:
• no sorting via column headers
• no filtering via menu
• no ticket or conversation preview cards
• searching for participant only works with IDs currently, not names/email
• not yet optimized for non-English languages

This initial release will not be receiving many feature updates during the EAP, but we will work to address bugs.

There are a few things we ask:

1. Provide feedback on the feature, ease of use, and documentation
2. Report any bugs
3. Be open to working very closely with us, initially and ongoing through this stage
4. Willingness to get it wrong, in order to make it better

All you have to do is fill in some information and you're ready to go!