To restore a conversation that was manually archived in Papo (https://papo.global/), go to the archived conversations view and use the option to reopen the conversation. This brings the conversation back to the main inbox with all its history, tags, and assignments intact.
Manual archiving is a quick way to organize your inbox without ending the conversation. Unlike the Closed status, which indicates final resolution, an archived conversation can be reopened at any time, allowing you to pick up the conversation exactly where you left off.
Difference between archived, closed, and pending
Understanding each status prevents you from losing conversations or archiving something that should remain active.
| Status | Meaning | Does it reappear in the inbox? | When to use |
|---|---|---|---|
| Open | Active conversation awaiting agent action. | Always visible. | Support in progress. |
| Pending | Conversation temporarily postponed; reopens automatically on the set date. | Yes, automatically at the scheduled date/time. | Wait for the customer's reply or a future follow-up. |
| Closed | Support completed with resolution. Cycle ended. | Does not reappear on its own. Can be located manually. | Issue resolved, no pending action. |
| Archived (manual) | Conversation removed from the main queue but not finalized. Can be restored. | Only if manually restored. | Organize the inbox without losing context. |
How to locate manually archived conversations
Conversations you archived do not disappear — they are available in a specific view inside the Conversations module.
- Go to the Conversations module in the Papo dashboard.
- Use the status filter available at the top of the conversation list.
- Select the option that displays only Archived conversations (or equivalent, such as “Manually archived”).
- The list will update to show only conversations that were removed from the main inbox through manual archiving.
You can also use filters by tag, channel, or agent to find a specific conversation more quickly.
How to restore (reopen) an archived conversation
After locating the desired conversation, restoring it is simple:
- Click the archived conversation to open its full history.
- On the conversation screen, find the Unarchive or Reopen action (usually near the message field or in the actions menu).
- Confirm the restoration. Instantly, the conversation appears again in your Open support queue, with the same status it had before archiving.
From that point on, you can send new messages, assign it to another agent, or apply tags as usual. The entire message and file history remains preserved.
Who this feature is useful for
- Agents who clear the inbox at the end of the day and archive conversations that need later follow-up.
- Operations with seasonal spikes where some conversations are temporarily archived to focus on urgent tickets.
- Teams that use archiving as a “pause” before final closure, later reviewing whether the request was truly resolved.
Frequently asked questions
Is the customer notified when a conversation is restored?
No. Restoration is an internal action, invisible to the customer. They receive no alert and do not notice that the conversation was archived.
Are the conversation’s tags and assignments kept after restoration?
Yes. All conversation metadata — tags, assigned agent, history, and files — is preserved exactly as it was before archiving.
Can I archive the conversation again?
Yes. Nothing prevents you from manually archiving the conversation again if it still does not need to remain in the main inbox.
Is there a limit to how many conversations I can manually archive?
No. You can archive as many conversations as you want to keep your inbox focused.
Does restoring a conversation affect reports or metrics?
No. The conversation continues to be counted in reports as usual. Archiving only changes the view of your support queue; historical data and metrics remain intact.
Can I restore multiple conversations at once?
Restoration is done conversation by conversation, directly on each conversation screen. There is no bulk action to unarchive multiple conversations simultaneously.
Read also
- How to automatically archive inactive conversations after a period
- How to use the “Pending” status to postpone conversations and prioritize follow-ups
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