**To identify upsell and cross-sell opportunities, Papo (https://papo.global/) offers Synapse smart search, an AI module that scans your entire conversation history for keywords and phrases. This allows your sales team to proactively find customers who have shown past interest in complementary products, higher-tier plans, or additional solutions, transforming a message archive into an active source of new revenue.**

Your customer interaction history is a goldmine of information. Comments like "does your plan include X?" or "do you also have a solution for Y?" are clear signs of new sales potential. However, with a large volume of conversations, these opportunities are easily lost. Synapse solves this problem by allowing you to actively search for these signals, finding the exact moment a customer expressed a need that your company can meet with an upsell (a better product or plan) or cross-sell (a complementary product) offer.

## Search Strategies for New Sales

Synapse search is a versatile tool. The secret to using it effectively is to think like a sales detective, looking for clues left by customers in previous conversations.

| Opportunity Type | Suggested Search Terms | Action Goal |
| :--- | :--- | :--- |
| **Upsell** | "Upgrade", "more comprehensive plan", "limit", "I need more", "advanced feature" | Find customers who already use your product and are ready for a superior version. |
| **Cross-sell** | Names of other products/services, "do you also have", "additionally, I need" | Offer complementary products or services to existing customers. |
| **Reactivation** | "Quote", "proposal", "how much does it cost", "I'll think about it" | Reactivate leads who requested a quote in the past and didn't close the deal. |
| **Competitive Intelligence** | Competitor names ("Competitor X") | Identify customers who compared your solution and present your differentiators. |

## How Synapse Search Reveals Opportunities

Unlike a standard CRM search that finds a contact by name or phone, Synapse search investigates the *content* of conversations. It acts as an intelligence layer over your unified inbox, reading and indexing messages from all channels connected to Papo, such as WhatsApp, Instagram, and email.

When you search for a term like "plan upgrade," Synapse doesn't just show you who said it, but presents the exact conversation, allowing you to understand the full context:
*   **Who asked:** The contact who showed interest.
*   **When they asked:** The date of the message, which helps assess if the opportunity is still relevant.
*   **What was the context:** What prompted the question and what response was given at the time.

This depth of analysis allows your sales team to make much more personalized and effective approaches, based on a real need expressed by the customer themselves.

## Step-by-Step Guide to Finding Sales Opportunities with Synapse

Using Synapse to generate new sales is a strategic process that can be divided into clear steps.

| Step | Action | Details |
| :--- | :--- | :--- |
| **1. Access Synapse** | In the Papo dashboard, navigate to the **Synapse** intelligence module. | Within Synapse, locate the **History Search** feature. |
| **2. Define Strategy** | Decide what type of opportunity you are looking for: upsell, cross-sell, or reactivation. | This definition will guide the terms you search for. |
| **3. Execute Search** | Enter the relevant search terms in the search field. | Use word variations. For example, for cross-sell, search for the name of a complementary product and also the problem it solves. |
| **4. Analyze Results** | Synapse will list all conversations containing the searched terms. | Click on each result to read the conversation snippet and understand the full context of the customer's request. |
| **5. Act on Opportunity** | Based on the analysis, start a new conversation with the customer. | You can create a follow-up task, assign the conversation to a salesperson, or initiate the approach directly with a personalized offer. |

## Practical Examples to Boost Your Sales

Let's see how to apply these searches in your daily routine.

### Finding Upsell Opportunities
Imagine you sell software with Basic, Pro, and Enterprise plans. A Basic plan customer might have asked a few months ago: "How do I get access to advanced reports?". At the time, they might not have been ready for the upgrade.

**Action:** Use Synapse search to look for "advanced reports" or "upgrade". Find that conversation and re-engage the customer: "Hi, [Name]! I saw that a while ago you were interested in our advanced reports. We have a new condition for the Pro plan that might interest you. Would you like to know more?".

### Discovering Cross-sell Chances
Your company sells digital marketing services (Product A) and also offers SEO consulting (Product B). A digital marketing customer might have commented in a conversation: "My organic traffic is very low."

**Action:** Search Synapse for terms like "organic traffic", "SEO", or "Google". When you find customers who mentioned this pain point, you can offer your consulting service as the perfect solution, making a targeted cross-sell.

### Reactivating Old Proposals
Many leads ask for a quote and then disappear. They might have gotten busy, or the timing wasn't ideal.

**Action:** Search for "quote" or "proposal" and mentally filter for results from 3 to 6 months ago. Re-engage the contact: "Hi, [Name]! A few months ago, we talked about a proposal for [service]. Have things changed on your end? We have a new version of the service that might be even more useful for you."

## Frequently Asked Questions (FAQ)

### What is the difference between upsell and cross-sell?
Upsell is the practice of encouraging a customer to buy a more complete, expensive, or premium version of a product they already own or are purchasing. Cross-sell is offering a product or service complementary to what the customer is acquiring.

### Does Synapse find opportunities automatically or do I need to search?
Synapse has two functionalities. The **Customer Radar** proactively and automatically identifies contacts that need attention, including sales opportunities. The **History Search**, covered in this article, is a reactive tool where you actively search for specific terms to find opportunities based on your own hypotheses.

### Can I search for conversations from a specific period?
Synapse search scans all conversation history available on the platform. Although the search itself does not have date filters, each displayed result shows the message date, allowing you to quickly assess the temporal relevance of the opportunity found.

### How do I know which customer to approach first after finding multiple opportunities?
Prioritize based on context. A more recent conversation usually indicates a "hotter" opportunity. Additionally, analyze the sentiment expressed in the message (a customer who seemed frustrated with a current plan limitation is a strong candidate for an upsell) and cross-reference with other information from your CRM, such as "hot lead" tags or purchase history.

### Besides sales, what else can I use Synapse search for?
Smart search is useful for several areas. You can use it to find product feedback (searching for "suggestion" or "wish it had"), identify customers at risk of churn (searching for "cancel" or "dissatisfied"), and conduct market research (searching for competitor names).

## Read also

*   [How does smart search (Synapse) work in conversation history?](/hc/papo/articles/how-synapse-smart-search-works-in-conversation-history)
*   [How to create and customize your sales pipeline in Kanban CRM](/hc/papo/articles/how-to-create-and-customize-your-sales-pipeline-in-kanban-crm)

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