Archive Module
The Archive module ensures that all completed or closed customer interactions, chat transcripts, and communication histories are organized and securely preserved. Users can review past conversations, filter records by specific date ranges, and access customer card data linked to previous sessions. This prevents communication disputes, facilitates auditing, and preserves organizational knowledge.
1- Archive Interface & General Overview
1.a- General Archive Panel
You can access the Archive module by clicking Archive in the main left navigation menu. The list view and side detail panel allow for quick and easy inspection of previous interactions.
2- Scope of the Archive Module
| Feature | Function / Description | Detail |
|---|---|---|
| Archived Conversations | Secure storage of closed customer dialogues across all channels | Full historical transcripts |
| Date Range Filtering | Listing records by custom date ranges or quick presets | Fast filtering by day/month/year |
| Contact & Agent Details | Customer information and assigned representative records | Profile cards, tags, and assignments |
| Message Details | Shared documents, media files, and bot interactions | Complete chronological message flow |
| Data Export | Exporting archived records for compliance and reporting | Excel/CSV data export options |
3- Subsections and Guides
-
Filters and Search
1.a- Using advanced filters based on date, platform, agent, and tags.
1.b- Searching through content, phone numbers, or customer names using the search bar. -
Person Info
2.a- Viewing CRM profile details of the customer associated with the archive record.
2.b- Reviewing notes, tasks, and previous support tickets attached to the customer.
Data Retention
All archived conversations and media files are encrypted and retained securely in cloud storage. Records remain accessible for historical queries unless explicitly removed by authorized administrators.