How do I find conversations by attribute?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Integrations | Enables platform integrations so conversations are imported into evaluagent |
Required Permissions:
View imported contacts — to access the conversations list, run searches, and save filters
You can find conversations by combining quick searches at the top of the page with the filter builder in the sidebar. Saved filters let you reuse the same set of conditions whenever you need them.
Step 1: Open the conversations list
In the main menu, click Conversations.
Click Imported contacts & filters.
The page opens with the default date range applied (the last 30 days). Set the date range first using the date picker at the top of the page, then add your other criteria.
Step 2: Use the quick filters at the top of the page
The filter bar across the top of the conversations list lets you narrow the list quickly without building a saved filter:
Date range — Use the date picker to set the period you want to look at. The default is the last 30 days.
Reference — Type a contact reference to find a specific conversation by its source-system ID (for example, a Zendesk ticket number).
Agent — Filter to conversations handled by a specific agent.
Free text — Search within the conversation content.
Tags — Search for AI-detected tags. Multiple tags use AND logic — a conversation must have all of them to match.
Source — Filter by integration source (Zendesk, Intercom, Five9, and so on).
Handle time — Filter by conversation duration.
These quick filters work on top of any saved filter you have applied — they layer on rather than replace it.
Step 3: Build a more detailed filter
When the quick filters aren't enough, use the filter builder in the sidebar to combine multiple conditions.
In the sidebar, click Create new filter.
A popover appears with available field categories. Pick a category, then a specific field within it.
Set the value or operator for the field.
Click AND to add another condition that must also match, or OR to add a new group of conditions where matching either group is enough.
Available field categories
The categories you see depend on which features are enabled for your organisation:
Category | What it filters by | Available when |
[Integration] Fields | Metadata imported from your integration — for example Zendesk Fields, Intercom Fields | An integration is active |
Auto-QA Fields | Whether an Auto-QA scorecard has been applied, and the result | Auto-QA is enabled |
evaluagent Insight Fields | Detected Insight Topics on the conversation | Insight Topics are enabled |
Sentiment Insight Fields | Agent, customer, or overall sentiment results | Sentiment analysis is enabled |
Evaluation Results | Outcomes from manual evaluations, line item results, quality scores | Always available |
xMetrics | AI-powered predictive metrics (xNPS, xRepeats, xResolution, xVulnerability) | xMetrics is enabled |
Field types and operators
The way you set a value depends on the field:
Options fields (status, priority, predefined choices) — Pick from a list. You can also use is empty or is not empty to find conversations where the field has any value or none.
Text fields — Enter text and choose an operator like contains or equals. Use is empty or is not empty to filter by whether the field is populated.
Numeric fields — Enter a number and choose an operator (greater than, less than, equals).
Combining conditions
Filters use AND and OR together to build precise queries:
AND — All conditions in the same group must be true.
OR — A new group is created. A conversation matches if it satisfies any group.
For example, to find closed high-priority Zendesk tickets, plus any conversation tagged as an escalation regardless of status, you would build:
Group 1: Status = "Closed" AND Priority = "High"
OR
Group 2: Tags contains "Escalation"
Step 4: Save the filter for reuse
Once you have built a filter you want to reuse:
Click Save.
Enter a descriptive Filter name.
Optionally, tick Available in reporting? to make the filter selectable in reports.
Optionally, tick Set as default filter? to load this filter automatically when you open the page.
Click Save filter.
Your saved filters appear in the sidebar under My [Integration] filters. Click a filter to apply it.
Step 5: Manage saved filters
From the sidebar you can:
Apply — Click the filter name to load it.
Edit — Open a filter and click Edit to change its name or settings.
Duplicate — Make a copy of an existing filter as a starting point for a new one.
Delete — Remove a filter you no longer need.
Filters that are attached to an Auto Work Queue or used for Auto-QA sampling cannot be deleted until you remove them from those configurations.
Step 6: Customise the columns and sort order
To change what you see in the results table:
Click the column picker icon to show or hide columns. Your choices are saved per integration.
Click a column header (Contact start date, Agent name, Contact reference) to sort. Click again to reverse the order.
If you have analytics features enabled, use the analytics toggle to show all conversations or only those that have completed AI analysis — useful when you are reviewing analytics output specifically.
Tips for finding what you need
Set the date range first. Saved filters don't remember dates, and the default 30-day window is the most common reason a conversation appears to be missing. If you can't find a contact, expand the date range before checking anything else.
Combine a saved filter with quick filters. If you have a saved filter for, say, "Complaints from web chat" and you want to narrow it down to one agent for one week, apply the saved filter first, then add an Agent quick filter and adjust the date picker.
Use Insight Topics, sentiment, and xMetrics for outliers. These categories are how you find the conversations that warrant a closer look — strong negative sentiment, predicted detractors (xNPS), repeat contacts, or conversations flagged as showing customer vulnerability.
Search by reference for a specific contact. If you know the source-system ID, the Reference field is the fastest way to find one conversation.
Troubleshooting
My contact isn't appearing in the list
Check the date range first — the default is 30 days, so anything older won't show until you expand it. Other common causes:
The contact has been assigned to an evaluator and moved to the Contacts to Evaluate queue.
The contact has expired based on your organisation's retention settings.
The agent on the contact is not mapped to an evaluagent user, so the contact is hidden from your view.
For more detail, see Managing imported contacts.
I can't see the filter category I expect
Some categories only appear when the underlying feature is enabled (Auto-QA, Insight Topics, Sentiment, xMetrics). Ask your administrator if the feature should be turned on for your organisation.
My saved filter isn't returning the conversations I expected
Check the date range at the top of the page — it isn't part of the saved filter and may be limiting your results. Also confirm the integration source the filter was built for is still active.
I can't delete a saved filter
Filters used by an Auto Work Queue or by Auto-QA sampling can't be deleted until they are removed from those configurations. Ask your administrator.