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Inbox & live support

Pin, archive or delete an Inbox conversation

Choose the organisation action that matches your intent and understand the difference.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → conversation/list menu

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Read the conversation, review staff control and choose the next action. Select the image to enlarge it.
Inbox conversation with staff controls, reply composer and contact context

Example workspace · Demo data. Read the conversation, review staff control and choose the next action. Select the image to enlarge it.

Step by step

  1. 1

    Use Pin for visibility

    Pin a conversation when it should remain easy to find. Check its priority separately; a pin is a list organisation choice.

  2. 2

    Use Archive for organisation

    Archive when you want it out of the ordinary active view while retaining the supported history. Adjust archived filters to find it again.

  3. 3

    Use Delete deliberately

    Read the delete confirmation and verify the exact conversation before proceeding. Follow your organisation’s retention process.

  4. 4

    Verify or undo promptly

    Inspect the resulting list/status. Use the supported Inbox undo action for a recent reversible management change; sent messages are excluded.

Good to know

Closing resolves support work, archiving organises visibility and Inbox deletion hides the record through a reversible management action. Inbox deletion is not permanent erasure of customer data; follow your organisation’s data-deletion process separately.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

An archived chat seems gone

Review archived/status filters and search in the correct workspace.

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