Use archives to find completed conversations and review their context.
- Open Archives in the intended workspace.
- Set the available date, agent, group, tag and channel filters relevant to the request.
- Open a matching conversation and review messages, customer details and tags.
- If the result is missing, clear restrictive filters and widen the date range.
- Use the available conversation actions only after confirming the correct customer and channel.
¶ Check the result and solve problems
Closed conversations are not shown as active inbox work. A report aggregate and the current archive list can differ when their time ranges or filters differ. Sharing a transcript exposes customer information; use an approved recipient and method.
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