Most search boxes are dumb. They look for the exact words you type, and if the text doesn't contain those words, you get nothing — even when the answer is sitting right there, phrased a little differently. TripWorks' global search is different: it understands meaning. You can search the way you'd ask a colleague, in plain language, and get answers pulled from across your business — including from the actual words spoken on your phone calls.
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This matters more than it sounds. Your guests don't describe things the way you do. You call it "wheelchair accessible"; they ask if grandma "can get on with her walker." You have a "group rate"; they ask about "a price for twenty people." Keyword search misses all of that. Semantic search doesn't.
Search by meaning, not just words
Type a natural question into global search and TripWorks finds what you meant, even when the words don't line up. Under the hood, TripWorks reads the concepts in your content, not just the literal characters, and ranks results by how close they are in meaning. You get the relevant conversation or note whether or not it used your vocabulary.
Example searches
A few real questions operators ask, and what semantic search pulls back for each:
- Find guests who asked about wheelchair accessibility — even if what they actually said was "can grandma get on with her walker."
- Find calls where a guest requested a refund — whether or not the word "refund" was ever spoken.
- Find calls mentioning the weather — guests frustrated about a rained-out tour, without those exact words ever coming up.
- Find bookings with a note about an anniversary — or a birthday, honeymoon, or other special occasion your team flagged.
- Find conversations about parking — every call where it came up, before you decide whether to add a parking FAQ.
- Find the calls about a group rate — including the one phrased as "a price for twenty people," not just ones that said "discount."
- Find nervous first-time guests — the caller who asked whether they really had to get in the water.
- Find guests asking about bringing a dog — before you change the pet policy.
- Find calls where a guest mentioned a competitor — to hear how they compare you to someone else.
You don't need to match a guest's or caller's exact words. Describe what you're looking for the way you'd describe it to a colleague, and TripWorks finds the closest matches in your notes and call transcripts.
Your calls become a knowledge base
This is what makes call transcripts genuinely useful instead of just archived. Every call your business has ever taken is transcribed and indexed by meaning, so months, or years, of conversations become something you can actually ask questions of. Instead of guessing what your guests care about, you can look it up. The phone stops being a black hole and becomes one of the best research tools you have.
Why it's different from a normal search
Keyword search only finds the words you happen to type, and it can't search a conversation in any meaningful way — a transcript is thousands of words, most of them irrelevant to any given question. Semantic search bridges that gap. It's the difference between a filing cabinet and an assistant who has read every call and remembers all of them.
Pair it with the questions your callers ask, and you can move from "I think guests keep asking about X" to proof, in a single search — then fix the root cause on your website or in your Knowledge Base.
Where to search
Global search lives at the top of TripWorks, on every screen. Start typing a question or topic and semantic results appear alongside your regular matches — conversations and trip notes, ranked by relevance. There's no special syntax to learn and no filters to set first: ask in plain language, then open whatever looks right.
Semantic (by-meaning) matching applies to call transcripts and trip notes — the free-form text your team and your guests actually write and say. Structured records like bookings, guests, and payments still show up in the same results list, but they're matched by the usual fields (name, email, confirmation code, and so on), not by meaning. See Search across TripWorks for the full picture of what's searchable.
Frequently asked questions
What can I search across?
Semantic (by-meaning) matching covers your call transcripts and trip notes. Bookings, guests, payments, gift cards, and resellers appear in the same results list, matched by their usual fields (name, email, confirmation code) rather than by meaning.
Do I need special syntax?
No. Search in plain language, the way you'd ask a person. TripWorks handles the rest.
How is this different from filtering the Calls list?
Filtering narrows the Calls list by fields like intent or date. Semantic search goes deeper — it searches the words spoken inside every conversation, by meaning, so you can find calls about a topic even when they weren't tagged that way.
Can I find a call even if I don't remember the exact words?
Yes — that's the point. Describe what the call was about in your own words and TripWorks finds the closest matches, even if the caller phrased it completely differently.
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