How to archive a Chat conversation

You’re done with a visitor Chat - the conversation is wrapped up, and the visitor has been satisfied with your answer to their question or concern. 

The next step in your Chat process: Archive the conversation.

Archiving the conversation accomplishes several things by

• Marking the end of the conversation with your customers
• Launching a post-Chat emoji-based rating system with feedback opportunities if this feature is enabled within Chat settings
• Sending the conversation via CSV file to the account owner as well as specified email addresses
• Moving the conversation into an Archive for future reference and/or review. If the visitor returns to the Chat with more questions, the conversation will be moved into the Inbox for response.

We recommend all Chat operators Archive Chat conversations once the Chat reaches an end. 

Pro tip: Did the visitor leave the website completely before you could Archive the conversation? Continue to Archive the conversation. The Chat rating and feedback will display upon the visitor’s return. 

To archive the conversation

There are two ways to archive a conversation: From a Chat conversation or the Chat Inbox. 

From a Chat conversation

Once a conversation has been completed, click the Archive button shown as a checkmark at the top of the Chat conversation: 

From the Inbox (active chats)

1. Click on the Chat bubble in the upper left corner if you haven’t already. The Inbox will display by default.
2. Hover over the desired Chat conversation
3. Click the Archive button shown as a checkmark in the lower right corner of the conversation display