In this article you can read how to read closed conversations.
When you have completed a conversation in the conversations overview, you can close this conversation. These conversations are then stored within Watermelon. There are two ways to then read these conversations: from your conversations export and from contacts.
From the export
- Go to Statistics.
- Select the data from which you want to read the conversations.
- Select Exporting conversations in the upper right corner.
- Choose Agent conversations only or All conversations and select Export.
- A file will be downloaded in which you can read all closed conversations.
From the export you can read both anonymous as non-anonymous conversations.
From contacts
- Go to Contacts.
- Select the contact with who you have had a conversation you wan to read.
- Scroll down in this contact.
- Select Archive. Here you can see an overview of the conversations that you had with this contact, including date and contact owner.
- Click a conversation to open it.
From contact you can only read conversations where contact details where added.
Conversation not found after closing?
If you can’t find the conversation in your contact list or through statistics, it may have been deleted. Conversations are automatically removed when the linked contact is deleted or if you accidentally deleted the conversation instead of closing it. This means the conversation will no longer be visible in Conversations or in exports from Statistics.
Additionally, if you have set up automatic deletion of conversations under Data Management after a certain period, they will no longer be retrievable. This article explains how to configure and modify these settings.