Discovery is a full-text search across the transcripts of every conversation you have access to. You type a word or phrase, apply optional filters, and the page returns the conversations where that text appears — with the matching snippets highlighted and a one-click way to jump into each conversation at the exact moment the phrase was spoken.

Discovery is useful when you want to understand how a specific topic, objection, product name, or compliance phrase shows up in real customer interactions, without first having to build a tag or a topic for it.

Discovery is reachable from two places in the main navigation:

Both entries open the same page.

There is also a shortcut from inside a conversation. When you select text in a transcript and open the context menu, choose Discover conversations with text — this opens Discovery pre-populated with your selection as the search query.

The Discovery menu entry appears only for users with the analytics-management permission. Users without that permission do not see the entry and cannot reach the page.

Search results are also scoped by what conversations you are allowed to see:

Two users with the same Discovery permission may therefore see different result counts for the same query, depending on their conversation-view scope.

The page has a search box at the top and a results area underneath. Filters from the top bar — date range, agents and teams, tags, scorecards, and others — also apply to Discovery.

To run a search:

If the search box is empty, the page shows the prompt Enter your query or set filters and does not return any matches. Filters by themselves do not produce results — a text query is required.

When a search returns no matches, the page shows a message that no conversations were found for the entered words or phrases.

For each matching conversation, the result row shows:

If a conversation contains more than one matching utterance, the row includes an expandable section labelled with the count of matches (for example, 3 matching utterances). Expanding it lists each individual hit with its speaker, timestamp, and snippet, and each hit has its own Open button that jumps to that exact point in the conversation. Use a per-utterance Open if you want to land directly on the matched phrase.

Above the result list, a sort menu lets you order the matches by:

The total number of results is shown above the list. If there are more matches than are currently displayed, a Load More button at the bottom appends the next page of results to the list.

Discovery uses its own filter context, separate from the Conversations page. When you change filters, the URL updates so you can copy the link and share the same search — query and filters — with another user who has access to Discovery.

Changing a filter automatically re-runs the search with the current query.