Archive a finished chat, or delete it for good
Archiving marks a chat as finished and takes it out of the “unanswered” numbers. Deleting removes the chat and its messages permanently.
Before you start · for managers and agentsArchiving: being able to see the chat. Deleting: the Delete permission on the channel’s row in the chat permissions matrix.
Before you start · for managers and agents
Archiving: being able to see the chat. Deleting: the Delete permission on the channel’s row in the chat permissions matrix.
- You need: Archiving: being able to see the chat. Deleting: the Delete permission on the channel’s row in the chat permissions matrix.
Steps
1
To archive a chat, select it in the list and press Archive in the selection bar. To unarchive it, select it and choose Unarchive from More actions.
2
To archive a group of chats, select them all and do the same. See bulk actions.
3
To delete, choose Delete Chat from the chat’s menu, then press Delete.
The chat and all its messages are deleted from Corteksa.
Deleting a chat is permanent
The chat and all its messages disappear and can’t be recovered. Use archiving if you only want to hide a finished chat from the numbers.
How it works
Archiving is shared: it’s saved on the chat, so the whole team sees it as archived.
Its effect on dashboards: archived chats aren’t counted in the unanswered chats and first reply time numbers on dashboards.
Deleting doesn’t touch the client’s phone: it deletes the chat from Corteksa only.
If something goes wrong
What you see
Why
What to do
I can’t delete the chat
The Delete permission is denied on the channel in your role.
Ask your manager to change your role, or use archiving.
A real example
Namaa Academy
The situation
After an enrollment round ended, hundreds of finished chats were still counted in the “unanswered” number.
What they did
- The director filtered the chats by the “Enrolled” tag.
- She selected them and archived them all at once.
The result
The unanswered chats number went back to showing only the real work.
A made-up company, to show the idea. The numbers are rounded.
Good to know
Bulk archiving takes up to 200 chats at a time.
There’s no separate filter for archived chats in the list.
Did this guide solve it?
If not, we’ll ask what was missing.