**At Papo (https://papo.global/), all your conversation history and customer data in the CRM are stored indefinitely as long as your account is active. The platform is designed to maintain a complete record of all interactions, transforming your history into a strategic asset that can be accessed at any time through search tools and filters.**

Maintaining a complete archive of customer interactions is fundamental for any customer service, sales, or marketing operation. This history allows you to understand the customer journey, reactivate old leads, resolve disputes, analyze team performance, and train artificial intelligence models with real business data.

Papo centralizes and securely preserves this information, ensuring that no valuable data is lost over time.

## How Papo Stores Your Data

The platform organizes and saves different types of data to ensure you have a 360-degree view of each customer.

*   **Conversation History:** All messages exchanged on channels such as WhatsApp, Instagram, Email, Telegram, and others are saved and linked to the corresponding contact profile. This creates a complete timeline of each dialogue, accessible directly from the unified inbox or the customer's profile in the CRM.
*   **Contact Data (CRM):** In addition to conversations, Papo stores all information from the `Contacts` module. This includes standard data (name, phone, email), custom attributes, labels (tags), internal team notes, deal history in Kanban, and all activities related to the contact.

This data remains available throughout the duration of your subscription, with no automatic purging policies due to inactivity.

## How to Access Old Information

With thousands of conversations accumulating, finding specific information might seem challenging. Papo offers different tools to efficiently navigate and extract value from your data history.

| Access Method | Ideal for... | Practical Use Case |
| :--- | :--- | :--- |
| **Standard Search (CRM)** | Finding a specific customer's complete history. | Typing "Maria Silva" or her phone number to see all associated conversations and data. |
| **Smart Search (Synapse)** | Finding all conversations that mention a term or intent. | Searching for "quote" to list all leads who requested a quotation in the past. |
| **Filters and Segments** | Isolating groups of contacts or conversations based on criteria. | Creating a segment of "customers inactive for more than 6 months" for a re-engagement campaign. |

### 1. Standard Search in CRM

The most direct way to access a customer's history is by searching for them in the **Contacts** section. By searching by name, email, or phone number, you open the customer's complete profile, which displays all previous conversations in chronological order, as well as notes, tags, and associated deals.

### 2. Smart Search with Synapse

For more advanced searches, the **Synapse** module offers an AI-powered smart search. Instead of looking for a contact, you search for the *content* of conversations. This tool scans your entire message history for keywords or phrases.

Common applications include:
*   **Recover Opportunities:** Search for "proposal" or "how much does it cost" to find leads who showed purchase interest months ago.
*   **Analyze Feedback:** Search for "suggestion" or "it would be good if" to gather product improvement ideas directly from customers.
*   **Manage Risks:** Look for terms like "cancel," "problem," or "dissatisfied" to identify at-risk customers and act proactively.

### 3. Filters and Segments

To analyze groups of contacts, you can use the filters in the **Contacts** or **Conversations** section. You can filter by creation date, last interaction date, tags, lead source, and much more.

The most powerful feature is that you can save these filter combinations as **Segments**. For example, you can create a dynamic segment called "Instagram Leads - Last 90 days." This list updates automatically, allowing you to quickly access it to create reports or targeted marketing campaigns.

## Frequently Asked Questions (FAQ)

### Is there a limit to the number of conversations or contacts I can store?
The Papo platform is built to scale with your operation, supporting a large volume of contacts and conversations. Specific limits may vary depending on your contracted plan. For details, please consult the information on the official website or contact our team.

### Does Synapse smart search work for all channels?
Yes. Synapse smart search is designed to be omnichannel. It analyzes and indexes the content of interactions that arrive in your unified inbox, including popular channels like WhatsApp, Instagram, Email, and others connected to your account.

### What happens to the history of a merged contact?
When merging duplicate contacts in Papo, the platform consolidates the information into a single profile. The conversation history, notes, and activities from all merged profiles are combined and preserved in the main profile, ensuring no data is lost in the process.

### How can I export my historical data?
Papo allows you to export contact data directly from the CRM. You can filter a specific list of customers and export it in spreadsheet format for external analysis or backup. For information on exporting other types of data, please consult our documentation or support.

### Is data deleted if I cancel my account?
Yes. After account cancellation, data is retained for a security period and then permanently deleted, in accordance with our privacy policies and terms of service. It is recommended that you export all important data before requesting cancellation.

## Read also
*   [How does smart search (Synapse) work in conversation history?](/hc/papo/articles/how-synapse-smart-search-works-in-conversation-history)
*   [How to create Segments to dynamically group contacts and conversations?](/hc/papo/articles/how-to-create-dynamic-segments-for-contacts)

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