Archieve Chat

To access the Archived Chat List screen, click the designated menu button in the chat management menu.

• New tags can be added to archived conversations, but the resolution reason cannot be changed.

• If a conversation is archived before the 24-hour messaging window has expired, it can be moved back to the Active Chat List, and communication with the customer can continue.

• If a customer in the Archived Chat List sends a new message, the conversation is automatically moved back to the Active Chat List.

a) Moving a Chat from Archived to Active

• Conversations that were archived within the 24-hour messaging window can be moved back to the Active Chat List using the relevant button.

• This button will not be visible for chats that have exceeded the 24-hour window.

• To move the conversation back to active, a template message can also be sent to the user.

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b) Filtering

In the Archived Chats section, various filters can be used to review past conversations. Please note that filtering is currently not available in the Active Chat List. Archived chats can be filtered based on the following four criteria:

• User: Filters archived chats based on who archived them. Both archived and active chats are accessible.

• Reason: Shows the reason why a chat was archived. This is the reason selected when ending the conversation. All reasons are displayed here, regardless of whether they are currently active or inactive.

• Tag: Filters chats by the tags assigned to users. All existing tags are shown in this section.

• Date: Users can access conversations within a desired date range.