Archived Conversations

Once a conversation reaches a natural end, or you/the customer are satisfied with the outcome, conversations will become Archived. We keep these separate so as to not pollute your Active inbox with stale conversations, or those you don't need to do anything with any more.

For archival and auditing processes, you can access these archived conversations at any time by opening the Archive section.

See this later section on how to control the archive state of a conversation.

Website

On the website, your archived conversations live in the Archive.

Open Ralli Archive
Opens in a new tab

Click on any of the conversation rows to open it.

Mobile Apps

On the mobile apps, your archived conversations live in the Archive tab.

Click on any of the conversation rows to open it.

A Note on Archived Conversations

Our recommendation for old conversations is to let them be. If you send out a message to a user, they will be re-notified, and unless you really need to reach out to them - this is considered a bad practice with respect to the customer's expectation around privacy.

Closed conversations on Facebook cannot be restarted - a limitation imposed by Facebook pertaining to the above.

Archiving a Conversation

When you, or the customer, are done with the conversation you can move it to the Archive. Archiving a conversation helps keep your Inbox clean, whilst keeping the original conversation around as a proof-of-record (or following up with the customer again if you absolutely need to - although we recommend against doing so).

Website

To archive a conversation on the web platform, open the conversation you wish to archive and and open the Action Menu () in the navigation bar.

Click Archive Conversation to close the conversation.

Mobile Apps

To archive a conversation on the mobile apps, open the conversation you wish to change and open the Action Menu () in the navigation bar.


In the resulting dialog, tap on the Archive Conversation button.

Reactivating a Conversation

You can reactivate an archived conversation at any point (although Facebook imposes time limits). This will allow you to reach back out to the customer, add any extra notes, or otherwise return the conversation to an active state (and back to the Inbox).

We recommend you not do so unless you have to. Users not expecting to hear back from you should be left alone from a privacy perspective.