Where do I find my past conversations in the shared inbox?
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Learn where to find closed conversations from your shared inbox channels and the past conversation history of a phone number that has been added to the Customer Engagement or Contact Center shared inbox.
- Closed conversations: A "closed conversation" is a conversation that has been marked as "closed" by a user. These messages were handled and closed all within the shared inbox. After a user has marked a conversation as "closed," it will appear in the Closed tab within the shared inbox.
- Past conversations: Private SMS/MMS conversations originally sent and received on a GoTo Connect phone number that is later used for a Contact Center or Customer Engagement shared inbox can be found in the Archived tab of the shared inbox the phone number is assigned to.
Note: If the phone number(s) had no prior private conversations, the Archived tab in the shared inbox will be hidden.