Archive a conversation

Archived is the only truly terminal state in Atender. Once archived:

• The conversation is locked — no more messages can be added
• The customer cannot reply
• If they reach out again, a brand-new conversation is created
• The archived record stays in the system for history, search, and reporting unless later removed by a privacy erasure request
• CSAT surveys (if configured) typically fire at archive time

Note: Archived is terminal for the conversation workflow and replies. It is not a legal-retention guarantee. If a customer later requests erasure through the right-to-be-forgotten flow, archived conversation data may be removed as part of that privacy process.

When conversations archive

Most archives happen automatically. The resolution timer — typically 1-3 days after a conversation is marked Done — auto-archives any conversation the customer hasn’t replied to.

This is the path most conversations take:

Active → Done → (resolution timer expires) → Archived

You almost never need to archive manually. Done is the right resting state for “I’m finished” because it gives the customer a window to come back if needed.

When to archive manually

Reserve manual archive for cases where Done isn’t right:

• Spam or off-topic — You don’t want it to reopen if the spammer replies
• One-shot acknowledgement — “Thanks for the feedback” — no expectation of reply
• Test conversations — Internal test data you want out of the way
• Wrong channel / mistaken contact — Conversation isn’t legitimate; lock it shut

For genuine customer issues that you’ve resolved, use Done. The auto-archive will handle the lock-down at the right time.

How to archive manually

• Command palette: Cmd+K → Archive Conversation — Conversation open
• Click the Archive button/action — Conversation UI or actions menu
• Bulk action from list — Select multiple → Archive — see Bulk actions

You’ll be asked to confirm — archiving is one of the actions Atender double-checks because it’s irreversible.

What you lose when you archive

• The conversation can never be replied to again
• The customer doesn’t get a notice — they only find out when their next reply creates a new thread
• Ongoing automation rules tied to the conversation stop firing

What’s preserved

• Full message history
• All metadata (tags, fields, assignment, internal notes)
• CRM contact link
• The conversation is searchable, viewable, and exportable unless later removed by a privacy erasure request
• Reporting still includes archived conversations unless the underlying data is later erased for privacy reasons

Privacy erasure is handled separately from archiving. Start a right-to-be-forgotten request from the customer record or contact card. Atender shows a frozen scope preview before submission, requires confirmation by the customer’s name, allows cancellation during the grace window, and displays a pending banner while the request is waiting to complete.

Bulk archiving

For one-time cleanup of old conversations:

1. Filter the conversation list to the set you want to archive
2. Select all (or specific rows)
3. Choose Archive from the bulk action menu
4. Confirm

See Bulk actions for details on bulk operations.

Caution: Don’t bulk-archive Done conversations to “clean up” — that’s exactly what the resolution timer does already, and bulk-archiving early prevents customers from reopening if they need to.

What about the customer?

When a customer replies to an archived conversation:

• A new conversation is created
• The original archived conversation is linked as context (visible in the contact’s history)
• The new conversation starts from scratch — Active, Pending, no inherited tags or assignment
• Automation rules and routing apply fresh

So archived conversations don’t trap customers. They just force a clean restart, which is the right behavior for most “true endings.”

See also

• Conversation statuses — full lifecycle map
• Conversation resolution — the auto-archive timer
• Mark Done or reopen — usually the right call
• CSAT surveys — fire at archive time