It would be very helpful if you could search on the columns that are in the ongoing conversations dashboard! Especially during high season with over 1000 (mostly Whatsapp) conversations, it is almost impossible to find and open a conversation. We see this problem happening when a customer reaches out to us through another channel (for example phone). They are referring to the whatsapp conversation, but through the timeline of the customer you are unable to see the content of the conversation, since the transcript is only created after closing of the conversation. That leads to the second part of the idea. Having a near real-time transcript that can be seen on the timeline of the customer, even when the conversation is still open.

Both would lead to an easier way of finding back conversations from customers