How to unarchive conversations or contacts in Papo

To unarchive conversations or contacts in Papo (https://papo.global/), you restore conversations archived manually from the archived view and remove the archiving tag from contacts in the CRM. This way, records return to the main inbox with all history, tags, and assignments preserved.

Archiving is a way to organize operations without closing tickets or losing data. Unlike the Closed status, which indicates final resolution, an archived conversation or contact can be reopened at any time. Below you'll find step-by-step instructions to reverse archiving for both conversations and contacts, manually or in bulk via API.

Summary of unarchiving methods

Understanding archiving in Papo

Before unarchiving, it's important to differentiate the statuses a conversation can have. This prevents you from confusing an archived ticket with a closed or pending one.

For contacts, archiving is usually done through a tag (e.g., “archived”) or a custom attribute. As long as this mark is present, the contact can be hidden from the default view, but remains accessible with all history intact.

How to unarchive conversations manually

Conversations you archived don't disappear — they remain available in a specific view within the Conversations module.

1. Access the Conversations module in the Papo panel.
2. Use the status filter available at the top of the conversation list.
3. Select the option that displays only Archived conversations (or equivalent, such as “Manually archived”).
4. The list will update to show only conversations that were removed from the main inbox via manual archiving.
5. Click on the desired conversation to open the full history.
6. On the conversation screen, locate the Unarchive or Reopen action (usually near the message input field or in the actions menu).
7. Confirm the restoration. The conversation immediately returns to the Open ticket queue with the same status it had before archiving.

From that moment on, you can send new messages, assign to another agent, or apply tags normally. The entire message and file history remains preserved.

How to unarchive contacts manually

Archiving contacts in Papo is usually done by adding a tag (such as “archived”) or changing a custom attribute. To bring them back to the active list:

1. Go to the Contacts module.
2. Use the tag filter to locate contacts that have the “archived” tag (or the name you defined to identify archived contacts).
3. Open the contact you want to unarchive.
4. Remove the archiving tag or revert the custom attribute to the value that indicates “active”.
5. Save the change. The contact will reappear in standard listings and can be used normally in new conversations or campaigns.

If you can't find a specific filter for “archived”, check that the tag was created and applied correctly. If archiving was done via a custom attribute, use the corresponding field in advanced search.

How to unarchive in bulk via API

For high-volume operations, Papo's REST API allows you to unarchive conversations and contacts programmatically. The principle is the reverse of archiving: you remove the tag or attribute that indicates the archived state.

• Contacts: use the contact update endpoint to remove the “archived” tag or change the custom attribute that controls archiving.
• Conversations: use the tag application endpoint to remove the “archived” tag from the conversation (or apply a tag that indicates “active”, according to your business logic).

Authentication is done with the account's secret key, sent in the Authorization header. The API base URL is https://app.papo.global/api/v1. See the official documentation for the exact endpoints, parameters, and payload examples. This method is especially useful for white label resellers managing multiple clients and needing to reactivate records in bulk.

Who this feature is useful for

• Agents who clean the inbox at the end of the day and archive conversations that need later follow-up.
• Operations with seasonal peaks where some conversations or contacts are temporarily archived to focus on urgent tickets.
• Teams that use archiving as a “pause” before final closure, later reviewing whether the demand was truly resolved.
• White label resellers that need to reactivate client accounts or restore records in bulk to keep the base organized.

Frequently asked questions

Is the customer notified when a conversation or contact is unarchived?

No. Restoration is an internal move, invisible to the customer. They receive no alert and do not notice that the record was archived.

Are the conversation's tags and assignments kept after unarchiving?

Yes. All metadata — tags, assigned agent, history, and files — are preserved exactly as they were before archiving.

Can I archive a conversation or contact again after unarchiving?

Yes. Nothing prevents you from manually archiving the record again if it still doesn't need to remain in the inbox or active contact list.

Is there a limit to how many conversations or contacts I can unarchive?

There is no limit. You can unarchive as many records as you want, manually or via API.

Does unarchiving affect reports or metrics?

No. Conversations and contacts continue to be counted in reports normally. Archiving only changes the view of your ticket queue or contact list; historical data and metrics remain intact.

Can I unarchive multiple conversations or contacts at once?

Manual restoration is done record by record. To process multiple items simultaneously, use the API, which allows you to automate bulk unarchiving.

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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