Fynchat
Conversation archive
A record of every conversation closed in your account, grouped by customer, with the closing reason, response time and rating — for quality review and for winning back the ones who drifted off.
What is the archive?
The inbox shows what is open right now. The conversation archive is the record of everything that has been closed: who closed it, why, how long the reply took, and how the customer rated it.
Use it for two things: reviewing the quality of your service, and winning back a customer who went quiet.
The indicators at the top
| Indicator | What it says |
|---|---|
| Total | Every closed conversation in the account |
| Handled | The ones with real interaction (as opposed to campaign shells) |
| Average resolution | From the first message to closing |
| Average first reply | The single most important number for customer experience |
| Human / bot | How many an agent handled versus the bot |
| Last 7 days | Recent activity |
Two ways to read it
- By customer (the default): each customer gets one card gathering all their sessions, so you see their whole history instead of an isolated conversation. Useful before calling an old customer back.
- By session: a flat, chronological list of each conversation on its own.
Filters
- Search by name or mobile, and filter by channel, agent and date range.
- Categories and closing tags.
- Two useful shortcuts: Rated (has a star rating) and Repeat customer.
- Closing reason — the most important filter on the page:
| Reason | What it means |
|---|---|
| Resolved | Closed after the service was completed |
| Abandoned | The customer dropped off without a real closure |
| Bot timeout | Closed automatically after the customer went silent |
A high Abandoned count is a direct signal of lost opportunities, not of a busy team. Open them and see where the conversation stalled.
What can you do from inside the archive?
- Open any session and read its full text exactly as it happened.
- Send any conversation back to the inbox to pick it up again.
- Jump to the customer's profile in Contacts.
Tips
- Review Abandoned weekly — the fastest source of recoverable customers.
- Compare the average first reply here with the speed curve in Customer insights to connect speed to satisfaction.
- The archive is for reading and reviewing; conversations are not deleted from it — it is your historical record.