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Conversation archive

The conversation archive is your workspace’s full conversational history in one place — every conversation across SMS, WhatsApp, email, RCS, Viber, Instagram, Messenger, LINE, Telegram, web chat, voice, and AI agent channels, searchable from a single box. Open it from the inbox navigation rail: Inbox → Archive. Use the archive when a question spans contacts and channels you can’t hold in the live queue:
  • “Which threads mentioned this refund policy?” — a message-body search, not a contact-name lookup.
  • “Give me everything from this customer, on every channel, for a support handover.” — a filtered slice, exported as a file.
  • “Has anyone on the team handled a case like this before?” — the whole history answers, even threads closed months ago.
The Search message history guide covers the q= fielded DSL on the Messages list — a single-message lookup by provider reference or field constraint. The archive works at conversation level: free text over message bodies, filters over channels and statuses, and one export for the whole result set. Type the words you remember — no field prefixes, no quoting syntax. The archive box matches two ways:
  • Message bodies — server-side full-text search over the complete message history, with per-term prefix matching. A term like refund surfaces threads where any message on any channel used the word; a punctuated identifier like a case id ABC-1234 or an email address matches the individual tokens that Postgres actually stores. Adding more words narrows the match.
  • Contact identity — the same text is matched as a substring against the contact’s name, phone number, and email address, so a phone prefix or an email domain finds their threads even when the messages themselves never mention it.
Rows read straight off the API: each hit carries the contact, its channel, its status, the last message snippet, and an unread badge when applicable.

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Narrow with channel and status filters

Two dropdowns narrow the result set the search produced:
  • Channel — any connected channel (sms, whatsapp, email, rcs, viber, instagram, messenger, line, telegram, apple_messages, web_chat, wechat, kakao, zalo, voice, video, agent). All channels by default.
  • Status — open, resolved, snoozed, closed, or archived. Any status by default; pick Archived when you want the permanent historical record only.
The header shows the total number of matching conversations as a counter badge, updates it as you narrow, and a Clear button resets the whole filter bar when any filter is set.

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Free-text search over the API

Both lookups the page performs are available over the API with the same parameters. Each request carries an X-API-Key header (live keys are prefixed dv_live_sk_). Full history, any status — GET /conversations accepts search for the same free-text match over message bodies and contact identity, combined with channel and status filters:
Archived conversations only — GET /conversations/archive/search accepts q (or the legacy search alias) and every filter axis the inbox list accepts, but confines the result set to archived conversations on the server:
Both responses are cursor-paginated (limit 1–100, default 25): follow pagination.cursor while has_more is true.

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Export the filtered view

The Export dropdown in the archive header downloads exactly the slice you’re looking at — the current search text, channel, and status travel with the request, so the file can never drift from the on-screen result set. Three format choices cover the usual handover shapes: The same filters feed GET /conversations/export over the API:
format is csv (default) or json; include_messages=true only applies to JSON. Downloads are synchronous, so an export is bounded: metadata-only exports cover up to 10,000 conversations while transcript exports cap at 1,000, and the JSON response reports truncated: true when a limit was hit — narrow the filters and export again. Every export is recorded in the audit log. The archive is read-only — it never renders a composer. Each result row deep-links into the canonical inbox thread (/inbox?id=<conversation id>), where the full transcript loads and your team can reply, assign, or tag with the normal conversation tools. Share the URL with a teammate: it opens the same thread directly.

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Permissions and page states

  • Who can open it — owner, admin, developer, and supervisor roles. The underlying endpoints are read-scoped (conversations:read), so API-key callers with read access can run the same search and export programmatically. All results stay within your tenant’s workspace.
  • Loading — the table renders skeleton rows while the search runs.
  • Empty — before any conversation exists, the page explains that the archive fills as customers reach you on any channel. With filters set but no matches, it tells you how many filters are active and offers to clear them.
  • Error — a failed load shows the error message with a Retry button; nothing your team has archived is lost.

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See also