Archive

Getting Started

 

The Archive section in the Inbox tab contains all your completed chats. It is divided into three main parts: Chat list, Chat feed, and Customer details.

Archives section

 

Chat list

This is where you’ll find a list of all archived chats. Clicking on a chat opens its full content. Above the list, you’ll see the total number of archived chats. You can sort the list by Newest or Oldest.

Use the Search Archive input field to find specific chats using details such as the customer’s name, email address, chat ID, or specific keywords and phrases.

 

To search for an exact phrase, use quotation marks. For example: “I have a question about my order.”

In the top-right corner of the chat list, click the Funnel icon to apply filters. Currently available filters include:

  • Date – filters by date of the chat
  • Teammate – filters by the teammate who was handling the chat
  • Rating – filters by the rating that was given to a particular chat
  • Tag – filters by tag assigned to a chat
  • Reply status – filters by the information on whether the teammate replied to the customer’s first message
  • Channel – filters by the channel through which the chat originated 
  • AI agent – filters chats based on the AI agent’s resolution status (Resolved or Unresolved)

 

Chat feed

 

This section displays the full content of a selected chat.

In the top right corner of the chat feed window, you can use the Share icon to share the chat link with teammates.

Under the three-dot menu, you can:

  • Send the transcript to an email address
  • Download the transcript
  • Create a ticket from the chat
  • Ban this customer
 

When sending a transcript, you can choose whether to include system messages, internal notes, and session variables.

We recommend leaving these options unchecked when sharing transcripts outside your organization, as they may contain sensitive information.

 

Customer details

 

In this section, all relevant information about the archived chat is organized in a single panel for quick access.

At the top, you’ll find the Ticket icon, which lets you create a ticket directly from the chat.

Below, you’ll find key customer details, including their name, email address, location, and engagement history (visits, chats, and tickets), as well as other relevant information.

Additional information is grouped into individual cards

  • Chat info provides quick access to essential context, including the chat ID, chat duration, chat rating, and the customer’s comment. You’ll also see the page where the chat started, helping your team understand what the customer was doing or viewing before reaching out—great for faster, more relevant responses.
  • Chat tags display all tags applied to the chat and allow you to easily add or remove them. Tags help organize conversations, fuel meaningful reports, and surface patterns in customer behavior or common issues, making your support operation smarter over time.
  • Visit info reveals rich session insights, including the visitor’s device and browser, referring page, visit duration, and IP address. This helps agents troubleshoot more efficiently and gain a better understanding of customer intent.

 

Questions?

 

If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.