What this helps you do
Keep the Inbox focused by moving a conversation to Archived, then restore it when you need it in the inbox again.
Before you begin
- An Admin can archive and restore conversations.
- A Limited Admin needs View permission for Conversations to find and open a conversation. They also need Create permission to archive it and Delete permission to restore it.
- A Team Leader can view conversations only for people on a team they lead, but cannot archive or restore them.
Archiving and restoring happen immediately. Engage Spot does not ask for confirmation or show a success message.
Steps
Archive a conversation
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In the admin navigation, select Messages.
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In Inbox, select the conversation you want to archive. Opening it immediately marks it as read.
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In the upper-right corner of the conversation header, select the archive box icon. Hovering over it shows Archive.
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Engage Spot returns to Inbox and removes the conversation from that list.
Find and restore the conversation
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Select Archived.
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To narrow the list, enter all or part of the person’s name, email address, or phone number in Search replies & people, then press Enter. Search does not look inside message text.
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Select the archived conversation.
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In the upper-right corner of the conversation header, select the box with an upward arrow. Hovering over it shows Unarchive.
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Engage Spot returns to Inbox. The restored conversation is available there again.
What happens next
Archiving changes where the conversation appears; it does not delete its messages. Restoring moves the same conversation and its complete history back to Inbox.
The search term remains in place when you switch between Inbox and Archived. Clear it and press Enter if the conversation you expect is not listed.
Troubleshooting
Inbox says “No conversations yet” after a search
That message can mean no conversation matches the current search. It does not necessarily mean the church has no conversations. Search using the person’s name, email address, or phone number, or clear the search field and press Enter.
Archived says “No archived conversations”
No archived conversation matches the current search, or no conversations have been archived yet. Clear the search field and press Enter to check the complete Archived list.
The action appears, but it does not work
A Limited Admin may see the archive or restore action without having permission to use it. Ask an Admin to grant Create permission for archiving and Delete permission for restoring.
Team Leaders may also see these actions, but cannot archive or restore conversations. Ask an Admin or an appropriately permitted Limited Admin to complete the action.