# Find and work through chats

> Search every chat from the last 12 months by what was written or who it's with, filter by state, rating, ticket and tag, and export to CSV.

![Chats: the unsolved tickets, one open with its ticket panel and conversation](https://aura.oneinfer.ai/docs/images/chats.webp "Chats, demo data")

## Search

Type in **Search words, a name or an email**. Every word must match, ignoring case:

- Words match whole words in messages and notes, so "invoice" finds "Invoice #1042", but "invo" doesn't.
- Names, emails, your site's id for someone and labels like "Visitor 4821" match as you type, from the first two letters.

## Views

The views across the top each show how many chats they hold:

| View | What's in it |
|---|---|
| Mine | Unsolved tickets assigned to you. |
| Unassigned | Unsolved tickets nobody is assigned. |
| Unsolved | Every open or pending ticket. |
| All | Every chat. |
| Waiting for you | Visitors waiting for a person now. |
| Open | Chats still going, with the bot or your team. |
| Closed | Chats that ended. |

Counts stop at 1,000 and show as "1,000+".

## Filters

![The search box, the views and the filters](https://aura.oneinfer.ai/docs/images/chats-filters.webp "Chats, filters, demo data")

Combine any of these with a view and a search:

- **Bot**, and **Last active**: today, or the last 7, 30 or 90 days.
- **Rating**: rated good, rated not good, or not rated.
- **How it went**: went well, neutral or went badly (when the bot reads finished chats; see [Answers](https://aura.oneinfer.ai/docs/bots/answers#read-how-chats-went)).
- **Email**: left an email, or no email.
- **Status**, **Priority**, **Assignee** and **Tag**, for [tickets](https://aura.oneinfer.ai/docs/tickets).

**Clear filters** resets them all.

## Read and reply

Choose a chat to open it beside the list. You'll see:

- its [ticket panel](https://aura.oneinfer.ai/docs/tickets): status, priority, assignee and tags;
- who it's with, which you can correct with **Edit**. The name and email you set are kept for their later chats, and replies are emailed to that address;
- the bot's one-line summary, when it reads finished chats;
- the whole conversation, notes included, with the reply box if the chat is still open.

**Profile** opens the person's page, **Open in Live** opens a chat that's still going on Live, and the icons open it in a window or download the transcript.

## Pages of chats

Chats come 25 at a time. Change **Rows** to 50 or 100 (your choice is remembered), and move with the arrows: "26–50 of 312 chats · Page 2 of 13".

## Export to CSV

**Export CSV** at the top downloads the chats started in the last 7, 30 or 90 days, the last 12 months, or between two dates you choose. There's no limit on how many.

Each row is one chat: its id and times, bot, visitor and email, state, who answered, when they asked for a person and when the team first replied, rating and comment, how it went and its summary, the page it started on, and the ticket's status, priority, assignee, tags and when it was solved.

Exporting needs a role that can reply to visitors. See [Team and roles](https://aura.oneinfer.ai/docs/team-and-roles).