Message Search - botBrains Docs

Message Search lets you search the content of individual messages across all conversations. Use it to discover knowledge gaps, validate AI responses, and identify patterns in how users phrase their questions. Open the message search to get started.

Search Syntax

The search bar supports full-text search with operators.

Syntax	Example	Effect
Single word	`refund`	Messages containing “refund”
Multiple words (implicit AND)	`refund policy`	Messages containing both words
OR	`refund or cancellation`	Messages containing either word
NOT (minus)	`refund -approved`	Messages with “refund” but not “approved”
Exact phrase (quotes)	`"annual subscription"`	Messages with the exact phrase
Combined	`"password reset" -email`	Exact phrase excluding a term

Filters

Beyond text search, narrow results with these filters:

Filter	Options	Use case
Date range	Last 7/30/90 days, custom	Focus on a specific time window
Channel	Website, Zendesk, Salesforce, Slack, WhatsApp	Compare AI performance across channels
Rating	1–5 stars, abandoned, unoffered	Find messages from poorly or highly rated conversations
Completeness	Complete, partial, no answer	Identify knowledge gaps (filter to “no answer”)
Sentiment	Positive, neutral, negative	Find frustration points or successful patterns
Language	English, German, Spanish, etc.	Analyze multilingual performance
File types	Image, PDF, document, video, audio	Find messages with attachments
Visited pages	URL or path	See what users ask on specific pages (web channel)
Handoff	Offered, accepted, requested, none	Understand escalation patterns
Labels	Has / doesn’t have specific labels	Segment by your custom categories

All active filters appear as removable chips below the search bar. Click any chip to remove it, or “Clear All” to reset.

Working with Results

Results display as message cards showing the message content, sender, timestamp, sentiment, and a link to the full conversation. Results load progressively as you scroll.

Search results page showing multiple message cards with checkboxes and an Export button visible

Select multiple messages via checkboxes to apply labels in bulk or export the selection.

Exporting

Click Export to download results as CSV (for spreadsheets) or JSON (for programmatic analysis). Exports respect all active filters, so you only get the messages that match your current search.

Next Steps

Conversations - View complete conversation threads
Topics - Understand automatic topic detection
Improve Answers - Use search findings to refine knowledge and guidance
Labels - Label conversations you find for follow-up tracking

​Search Syntax

​Filters

​Working with Results

​Exporting

​Next Steps

Search Syntax

Filters

Working with Results

Exporting

Next Steps