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Use Archive to remove a conversation from the normal inbox without deleting its history. Use Mark as spam for an unwanted conversation. Both actions can be reversed, and neither is the same as changing the conversation’s status.

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Choose the right action

Archive and spam are independent flags. A conversation can be both archived and marked as spam. Clearing one flag does not clear the other or change its status. Current limitation: the Archived view excludes spam, and the Spam view excludes archived conversations. A conversation with both flags may be missing from both lists. Avoid combining them. If this happens, open its known conversation link to clear a flag, or ask your administrator for help.

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Archive a conversation

  1. Open the conversation in Threads.
  2. Open its three-dot menu.
  3. Select Archive. This action does not have a separate confirmation dialog.
  4. Check the archived view to find the conversation again.
Archiving does not delete messages or mark the request resolved. If your team also needs a resolved or closed status, change that separately.

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Find and restore archived conversations

  1. In the conversation list, open the filters control, shown as a sliders icon.
  2. Set View to Archived.
  3. Adjust other filters or the selected inbox if the conversation is missing.
  4. Open the conversation, open its three-dot menu, and select Unarchive.
  5. Return View to Inbox and check that the conversation appears under the relevant filters.
If it is also marked as spam, use Not spam as well. A restored conversation may still be hidden by a status, team, assignment, or search filter.

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Mark a conversation as spam

Open the conversation’s three-dot menu and select Mark as spam. The action applies to that conversation immediately, without a separate confirmation dialog. To review spam, open the list’s filters and set View to Spam. Open a conversation and select Not spam from its three-dot menu to remove the spam flag. If it is also archived, unarchive it separately before expecting it in the normal inbox.

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What these actions do not guarantee

  • They do not cancel pending or scheduled replies. Confirm cancellation separately before cleanup if a reply must not be sent.
  • Mark as spam is not a sender blocklist or a guarantee that future messages from the same person will be rejected.
  • Archive and spam are not switches that disable every automation, notification, or SLA process. Check those configurations separately.
  • Do not rely on a new inbound message automatically restoring an archived or spam conversation. Review those views when investigating a missing request.
  • Neither action permanently deletes customer data.

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If you cannot find a conversation

Check Archived and Spam, clear restrictive filters, and confirm that you are in the correct workspace and inbox. If the conversation was merged, continue from its target conversation instead. If a restore action fails or the result is unclear, refresh the list and check its current state before repeating the action. Share the conversation reference and visible error with your workspace administrator; avoid copying private customer content unless it is necessary for support.