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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.

Find closed conversations

  1. Sign in to our GoTo desktop or web app.
  2. From the left navigation, select Inbox.
  3. In the Shared inbox section, choose the desired shared inbox (i.e., Conversations, inbox queue name, webchat, Facebook, etc.)
  4. Select the Closed tab.

Find past private conversations

  1. Sign in to our GoTo desktop or web app.
  2. From the left navigation, select Inbox.
  3. In the Shared inbox section, choose the desired shared inbox (i.e., Conversations, inbox queue name, webchat, Facebook, etc.)
  4. Select the Archived tab.
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