Support

Archiving and Deleting Chat Conversations

💡 A great way to keep your inbox organised is by archiving past conversations.

What is archiving?

Archiving helps to keep your Inbox clutter-free by moving old chats into the Archive folder.

You can still access archived chats by switching to the Archive tab. Archived chats will automatically move back into your Inbox if you receive a new message from that customer.

Archiving a conversation is an Agent Side feature only – your customers will not see that they have been archived.

How do I archive a chat?

Clicking the Archive button in the chat:


Users can also type the slash command /archive in the message input box.

Alternatively, you can select to Send and Archive


Archiving does not permanently delete the conversations. You can manually move the chat back to your Inbox by clicking the Unarchive button or typing /unarchive in the message input box.

Delete message history

Message history is tied to each persons profile in Contacts. Therefore the only way to erase all history is to delete the profile from Customer Data Hub


🤔 What to read next?

🎓 Learn from our Support Centre

  1. How to send Emails from Inbox
  2. How to merge duplicate profiles

💡 Learn from our Blog

  1. How Packwire closes more customers with Live Chat
  2. How to stay human in an age of automated Sales
  3. The 16 benefits of Live Chat