Archive or Close a Chat Conversation

Many providers archive chat conversations to keep conversations organized, and identify conversations that no longer need a response; think of archiving a conversation like archiving an email thread. Archiving is to help providers keep their list of chat conversations organized according to their preferences. For example, if a provider archives a conversation, that does not archive the conversation for the other participant(s).

Alternatively, closing a conversation ends the conversation for all participants. When a conversation is closed, clients will see that the conversation has been ended, and will not be able to add any replies. Closing a chat is ideal for ending a community group chat or discontinuing an individual client from continuing to message. However, closing a chat does not disable Chat for a client, this can be done within the client's settings.

Archive a Chat Conversation

To archive a conversation:

Click to open the conversation you'd like to archive.
Click [...] at the top right > Select Archive

Clients will not know that you have archived the conversation. To continue messaging with your client, you'll need to start a new conversation.

Note: If a client is archived, you can respond to their chat message, but you will see a banner notification letting you know that the client is archived.

Accessing Archived Conversations

You can access all Archived conversations within your chat inbox.

Go to your chat inbox from the web browser
Click the drop-down arrow under "Visibility"
Choose "Archived Conversations"

You'll now be viewing all archived conversations. If you are viewing ALL conversations within your chat inbox, you can also search by a client's name. Both active and archived conversations will be displayed.

Unarchive a Chat Conversation

To unarchive a conversation:

Filter chats by Visibility > Archived
Click to open the archived conversation
Click [...] on the top right > Select Unarchive

Close a Chat Conversation

As an alternative to archiving a conversation, providers can also close a chat. Clients will still be able to see the conversation, but they will not be able to continue responding. Individual and/or group conversations can be closed. Clients will have the option to start a NEW conversation with their provider, unless the provider has disabled Chat for their account.