Enhanced Conversation Search
Helping support teams find the right conversation in seconds, across SMS, email and every channel, with smart ranking and context that carries over.
Overview
One search that finds any conversation, on any channel.
Enhanced Conversation Search centralizes how agents and teams locate and manage customer conversations. Intuitive filters and intelligent ranking let agents find the right thread fast and keep full context across SMS, email and other channels.
- My roleInterviews, wireframes, low and hi-fi UI, usability study, iteration
- ScopeOmni-channel inbox search
The challenge
Search was slow, inconsistent, and lost context between channels.
Teams jumped between inboxes to find a single thread. Without intelligent ranking or carried-over metadata, agents wasted time, repeated work, and risked breaking conversation continuity.
- 01Fragmented workflows across separate inboxes and tools
- 02Inefficient search with no intelligent ranking
- 03Lost context: tags, status and priority were not carried over
- 04Channel limits made SMS and ticketing threads hard to continue
- Speed and accuracyFind the right conversation quickly, without scrolling through noise.
- Unified accessA single search entry point for SMS, email and future channels.
- Context awarenessResults that carry tags, assignee and status for continuity.
- FlexibilityStart a new conversation when nothing matches, or resume a thread.
Discover → Define → Ideate → Design
How I approached it
The solution
Search by assignee, last updated or tags, with intelligent ranking surfacing the most relevant threads first, and metadata that follows the result.
Outcome
Agents now find and continue the right conversation in seconds, with context intact across channels.
The win was making a powerful search feel effortless: intelligent ranking does the heavy lifting, while assignee, updated and tag filters give agents just enough control without clutter. It shipped into the live Tawk.to product used by teams worldwide.
Screens
