In Papo's Synapse (https://papo.global/), you filter searches in the history using advanced filters by date, inbox, and tags — including tags that represent customer sentiment. This speeds up finding specific conversations without manually reviewing thousands of messages.
Synapse's smart search turns the conversation archive into a strategic base. Instead of looking up a contact by name, you search what was said inside conversations. With advanced filters, you can refine that search even further, narrowing the scope by period, channel, or sentiment labels to reach the information that matters faster.
Summary of Synapse advanced filters
| Filter | What it does | Example use |
|---|---|---|
| Date | Limits the search to a range of days or months. | Find conversations with the word "quote" in the last 30 days. |
| Inbox | Restricts the search to a connected channel, such as WhatsApp, Instagram, or email. | Search for mentions of "cancellation" only on WhatsApp. |
| Tags (including sentiment) | Filters by labels applied to conversations, such as "positive," "negative," or "neutral." | Find all conversations with negative sentiment that mention "technical support." |
How Synapse smart search works
Synapse is Papo's intelligence module that scans and interprets the content of interactions across all channels connected to the inbox. Unlike a standard CRM search, which finds a contact by name, phone, or email, Synapse search finds information inside the conversation.
When you type a term, the system doesn't look only for exact words. It scans the history to identify keywords, phrases, or meanings related to what you asked. This makes it possible to find opportunities, feedback, and at-risk customers that would otherwise be lost among thousands of messages.
Step by step to filter searches in Synapse
| Step | Action | Details |
|---|---|---|
| 1. Access the Synapse module | In the Papo panel, open the Synapse intelligence module. | It is the area that centralizes history search and Customer Radar. |
| 2. Type the search term | Enter the keyword or phrase you want to find. | Be specific: "delivery problem," "interest in the Gold plan," "how much does it cost." |
| 3. Apply advanced filters | Select date, inbox, or tags to restrict the scope. | To filter by sentiment, choose tags such as "happy_customer," "complaint," or "neutral." |
| 4. Analyze the results | Synapse lists the conversations that contain the term within the chosen filters. | Click a result to see the exact excerpt and the full context of the dialogue. |
How to use tags to filter by sentiment
Synapse does not have a native sentiment filter, but you achieve the same result using labels. The platform lets you create custom tags such as "positive," "negative," or "neutral" and apply them manually to conversations. To automate this process, Papo offers AI-based sentiment analysis, which identifies the emotional tone of interactions. After classifying conversations with these tags, simply select them in the Synapse filter to isolate, for example, all dissatisfied customers who mentioned "delivery delay."
This combination turns sentiment into an objective search criterion, without relying exclusively on text.
When to use each type of filter
Combining filters takes search from generic to strategic. Some common scenarios:
- Period: use the date filter for reactivation campaigns or seasonality analysis. Example: find all customers who asked for a "quote" before a Black Friday.
- Inbox: if your team handles several channels, limit the search to the channel that concentrates a certain type of request. Example: search for "technical support" only in email.
- Sentiment tags: group conversations by emotional tone to prioritize service or measure satisfaction. Example: filter by "negative" and "complaint" to act quickly in crises.
Frequently asked questions
Does Synapse search all channels automatically?
Yes. Smart search scans conversations from the channels connected to your inbox, such as WhatsApp, Instagram, and email. The inbox filter lets you limit that scan to a specific channel.
Can I combine date, inbox, and tags in the same search?
Yes. Advanced filters can be used together to reduce the number of conversations analyzed and increase precision. For example: search for "plan upgrade" in the last 15 days, only on WhatsApp, in conversations with the "interested" tag.
Does the tag filter require me to create the labels beforehand?
The tags used in the filter are the labels already applied to conversations. If a tag doesn't exist yet, you can create it in the account and apply it to the contact and the conversation.
How does sentiment analysis help with filtering?
Papo's sentiment analysis automatically identifies whether a conversation has a positive, negative, or neutral tone. You can use this classification to apply tags in bulk and then filter by those tags in Synapse, quickly finding interactions with a given sentiment.
Does search find only the exact term?
No. Synapse is a smart search: it searches by keywords, phrases, and meanings, not just literal text. This helps find conversations that use synonyms or variations of the same idea.
Do I need to know the contact's name to search?
No. Unlike standard CRM search, which locates a contact by name or phone, Synapse finds information inside conversations. You can search what was said, even if you don't remember who said it.
See also
- How to use AI to identify customer sentiment in a conversation
- How to use Synapse to identify upsell and cross-sell opportunities
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With Synapse smart search, you turn your service history into a source of sales and retention opportunities — without manually digging through messages.