Where do I find my past conversations in the shared inbox?
DEADLINE EXTENDED: United States carriers will block all unregistered SMS in 2025 due to an industry-mandated regulation to protect consumers (your customers) from spam texts. Don’t wait - complete SMS registration no later than January 14, 2025 if you wish to send text messages.
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.