In-app search function for specific customer conversations

Business problem

Customer service teams waste a lot of time manually scrolling through long conversations to find specific information. The lack of a dedicated search function within individual customer contacts makes it inefficient to retrieve details from previous correspondence.

Desired outcome

A search bar within the conversation view that allows users to search for keywords in the full history of a specific customer. The system should highlight all relevant messages and offer the ability to quickly navigate between the different results and tickets.