Search for calls

Search for calls

By default, Search includes filters for participants, accounts, words or phrases, trackers, and call titles. Use one or more filters to narrow the results and find the calls you're looking for. Additional filters are available for call data, email data, and CRM data.

To search for calls:

1. From the left sidebar, click Conversations, and then select Search.

2. To use an existing search, click Saved searches and select a search.

3. In the Participants filter, enter the name of the team member or customers whose conversations you want to find.

   1. Expand Call participants to specify if you are looking for calls the participant:

      • Hosted: Finds calls where the team member or customer hosted/owned the call

      • Attended: Finds calls where the team member or customer joined the call

      • Invited: Finds calls where the team member or customer received a calendar invite to the call

   2. Expand Email participants to specify if you are looking for emails where the participant is a:

      • Sender: Finds emails where the participant is the email sender

      • Recipient: Finds emails where the participant is an email recipient

   3. Add filter criteria in the same dropdown to search for calls where either of the criteria are found. For example, a call where either “Alex” or “Sandra” participated.

   4. Click the Add icon  to add filters where both criteria will need to be met. For example, if you want a call where both “John” and “Susan” participated.

4. In the Account name filter, enter the first few letters of the account name and select the account whose conversations you want to find. Add more accounts to find conversations with any of the accounts listed.

5. In Words or phrases, enter the words or phrases you want to find in conversations.

   1. Use the following search operators:

      • Use quotation marks (" ") to search for exact phrases.

      • Use the pipe character (|) to search for conversations that contain one term or another. For example, "price" | "cost" returns conversations that contain price or cost.

      • Use the plus sign (+) to search for conversations that contain multiple terms. For example, "price" + "discount" returns conversations that contain both price and discount.

      • Use a minus sign (-) to exclude terms from the results. For example, "price" + (-"competitor") returns conversations that contain price but do not contain competitor.

   2. Expand the options below the filter to further narrow the results.

      • Expand Results contain the term to specify whether to exclude the term or include related forms of the term.

      • Expand Mentioned by to specify whether the term was said by your team, the customer, or anyone.

      • Expand Said anytime in call to specify whether the term was mentioned as part of a question, during a specific part of the conversation, or in a topic.

6. In the Trackers filter, select the trackers that detect phrases you want to find in conversations. Expand the options below the filter to further narrow the results.

   • Expand Results contain the tracker to specify whether to exclude conversations that the tracker comes up in.

   • Expand Mentioned by to specify whether the tracker terms were said by your team, the customer, or anyone.

   • Expand Said anytime in call to specify whether the tracker terms were mentioned as part of a question, during a specific part of the conversation, or in a topic.

7. In Call title or email subject, enter the words or phrases you want to find in conversations.

   1. Use the following search operators:

      • Use quotation marks (" ") to search for exact phrases.

      • Use the pipe character (|) to search for conversations that contain one term or another. For example, "price" | "cost" returns conversations that contain price or cost.

      • Use the plus sign (+) to search for conversations that contain multiple terms. For example, "price" + "discount" returns conversations that contain both price and discount.

      • Use a minus sign (-) to exclude terms from the results. For example, "price" + (-"competitor") returns conversations that contain price but do not contain competitor.

8. Click + Add filters to select additional filters to narrow down the search results.

The search results update automatically as you add or modify filters.

Add, reorder, or remove filters

By default, 5 filters are displayed when you open the search page:

• Participants

• Account name

• Words or phrases

• Trackers

• Call title

To add filters, reorder them, or remove them, click +Add filters at the bottom of the filters panel.

• Add filters: Choose the filters you want to add, and click APPLY.

• Reorder filters: Drag the filters into the order that you want, and click APPLY.

• Remove filters: Click the x beside the filter name and click APPLY.

Take quick actions on calls

Take the following quick actions on individual calls.  

To take actions on calls:

1. In the Search results page, hover over a call you want to take an action on.

2. Click the More actions icon for the call and select one of the following:

3. Share a call with customers or internally

   • Generate follow-up email

   • Add to listen later

   • Download media

   • Download transcript

   • Set as private/public

   • Move from workspace

   • Delete call

     

Your ability to take some of these actions depends on your permission profile.

These actions can also be taken on several calls at once. For more, see take action on bulk calls.

Open the call panel

Click on any call to open the call panel. From here you can:

• Choose the transcript language

• Copy the transcript

• Go to the full call page

• View the call brief

• View the call outline

• Ask Gong Assistant about the call

For more details, see Intro to the call page

Save filter sets