Archiving and reopening conversations

Archiving moves a finished conversation out of your Active list without deleting it. Nothing is lost, and a new reply reopens it automatically. A conversation is only ever Active or Archived, so archiving is how you close one out.

Archive a conversation

1. In your Active conversations list, find the conversation you want to archive.

2. Hover the row and select the ⋮ (more) button to open its menu, then choose Archive.

The conversation leaves the Active list and you see a Conversation archived. confirmation. You cannot send in an archived conversation: a banner reads This conversation is archived. Un-archive it to send a new message.

Note: You can only archive conversations in an inbox you have access to.

Find archived conversations

1. Open the status filter on your conversations list.

2. Under Status, choose Archived.

Switch back to Active the same way to return to your live conversations.

Reopen a conversation manually

To bring an archived conversation back into your active list yourself:

1. Filter the list to Archived (see above).

2. Find the conversation, open its ⋮ menu, and select Unarchive.

You see a Conversation unarchived. confirmation, and the conversation returns to your Active list where you can reply again.

How conversations reopen on their own

You usually do not need to unarchive anything. emu.chat reopens an archived conversation back to Active automatically when:

• The contact sends a new inbound reply.

• You start a new outbound conversation with that same contact.

• A scheduled message goes out to them.

This keeps new replies from getting lost in the Archived tab. The conversation reappears in your Active list with the new message, with no separate alert, so check your Active list for returning conversations.

Related

• Assign conversations to teammates (note: you cannot change who a conversation is assigned to while it is archived; unarchive it first).

• Create and use message templates