The Custom tab changes the right panel from the normal email handling tabs into a dedicated Custom Search workspace. It is used when a user needs to find historical or tenant-level information that is not limited to the currently selected email list.
Search scope
Custom Search starts with a queue scope. The default is All Queues, which includes every queue visible to the signed-in user in the selected division. Users can also choose a specific queue from the dropdown. The Contacts / Tags filter is tenant-level and does not use queue scope.
| Filter | Input | Result |
|---|---|---|
| Sender Email address | Free text email address. The minimum validation is that the value contains @. The clear button removes the value. | Shows emails received from the sender in the selected queue scope. The Group conversation switch can organize results by conversation ID, with the oldest message as the parent and replies as indented children. |
| Date Range | From and To date fields. If no date range is specified, Custom Search uses the last 31 days. The clear button removes both dates. | Shows matching emails received in the selected date range and queue scope. |
| Subject | Free text subject search. | Shows emails whose subject contains the entered text, case-insensitive. |
| Agent Name | Dropdown of agents associated with the selected queue scope. The default is Any Agent. | Shows conversations handled by the selected agent. When All Queues is selected, the agent list is built recursively from all visible queues in the selected division. |
| Conversation ID | Genesys conversation ID, for example 6d0042fc-2c49-419b-a8d1-7e5640ac91ea. | Shows every email message found for that conversation ID, including multiple messages in the same conversation. |
| Tracked Conversations | No extra input. | Shows conversations the signed-in user marked with the Track icon. |
| Contacts / Tags | No queue input. Click Search to load the tenant contact list. | Shows one row per contact with Full Name, Email Address, and all assigned tags side by side. |
Custom results table
Email-based filters use columns that work across all email results: Queue Name, Agent, Date Received, Disposition Code, Subject, Sender Email Address, Status, Conversation End, and Match. Contacts / Tags changes the table to Full Name, Email Address, and Tag.
Columns can be sorted from the table header. The search field filters the displayed results. The Export CSV button exports the currently displayed Custom Search table using the active filter's column format. The file name uses the filter name plus the current date.