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Archive

Archive Page – Your Central Hub for Closed Conversations

"Never lose track of a single chat. Revisit, review, and re-engage anytime."

The Archive Page keeps all your concluded or closed chats in one central location. It retains up to six months of historical chat data — including every message, attachment, call detail, and transfer action — making it a complete repository for performance audits, follow-ups, and analysis.

Core Features

  • Access to All Past Chats: Revisit any completed chat, regardless of who handled it, making collaboration easier across teams.

  • Filter by Date Ranges: Use quick filters like 15, 30, or 45 days, or customize the date range to find exactly what you're looking for.

  • Search with Smart Filters: Refine results using filters like

    • Customer Identifier
    • Chat Status
    • Chat Medium
    • Timeout Events
    • Source Channel
    • Tags
    • And much more..

  • Download Full Reports: Export chats and generate performance reports for internal reviews, audits, or presentations.

  • View Full Chat History: See all text, media, transfer logs, and timestamps for audio/video calls in one view.

  • Access for All: Archive access is available for individual agents and the entire team — ensuring transparency and collaboration.

Additional Functionalities

  • Send WhatsApp Push: Engage customers proactively using WhatsApp for follow-ups, campaign reminders, or missed query resolution.

  • Reject Archive: Permanently remove unwanted chats from the archive. ⚠️ Note: Once deleted, the chat cannot be retrieved.

  • Download Chats: Save chat histories locally for training, quality audits, or offline access.

  • Add Chat Tags: Organize chats using custom tags (e.g., “Follow-Up”, “Complaint”, “Billing”, etc.) to simplify search and analysis later.

  • Re-open Chat (WhatsApp 24-Hour Window):

    • If a customer's WhatsApp chat falls within the 24-hour window, agents can re-open the session.
    • This allows the agent to:
      • Following up on pending issues
      • Send proactive messages
      • Resolve queries faster without needing a fresh customer interaction
    • If the customer responds → The chat will appear back in the Live Chat window.
    • If the customer declines or doesn’t respond → The chat remains closed or may be flagged for reference.

Why it’s useful: Quickly reconnect, offer resolutions, or simply follow up on feedback — without waiting for the customer to initiate a new session.

  • User Info (Linked Section): Each archived chat includes full user details like it is available during live chat. (Already detailed in the Chat Page – please refer back for full breakdown.)

  • Pro Tips:

    • Use filters and tags together for maximum search efficiency.
    • Reopening chats saves time and increases your chances of resolution.
    • Download monthly archive to keep data organized and backed up.