How do I delete a conversation, and can I get it back?

Deleting a conversation takes it out of the inbox for everyone in your organization. Nothing is destroyed: the messages are kept, and the conversation sits in Trash until you restore it. Any staff member with inbox access can delete or restore, and only accounts on the Peakify inbox see these controls at all.

Most of the time you want Resolve, not Delete. Resolve says "this is finished" and the conversation reopens by itself if the customer writes again. Delete is for a conversation that should not be in the inbox at all, like a test thread or a wrong number.

Delete the conversation you are reading

1. Open the conversation.
2. Click the bin icon in the conversation header, beside the bell.
3. Read the confirmation and click Delete. The conversation leaves the inbox for everyone, and your list goes back to showing no conversation selected.

Delete several at once

1. In the conversation list, tick the checkbox on each conversation you want to remove. On a phone, turn on select mode first with the button beside the tabs.
2. Click Delete in the bar that appears above the list.
3. Confirm. The bar tells you how many were deleted, and names any that could not be.

Find a deleted conversation

1. Click the Trash tab, to the right of Open, Resolved, Pending and Snoozed. Any staff member with inbox access sees it.
2. The list shows every deleted conversation, whatever state it was in when it was deleted.
3. Click one to read it. You cannot reply from Trash: the box at the bottom is replaced by a line telling you to restore it first, because a reply sent from here would reach the customer while the conversation stayed hidden from your team. A teammate who still had it open from before it was deleted is stopped the same way: their reply, or any change they make to it, is refused with a message saying to restore it first. If the customer was deleted, the message says so, and replies stay refused until the customer is restored from Deleted customers.

Search does not look inside Trash, and saved views do not apply there, so the search box is switched off while the Trash tab is open.

Restore a conversation

1. Open the conversation from the Trash tab.
2. Click the restore icon in the conversation header, in the same spot the bin was.
3. It goes straight back to the inbox, in the state it was in before, and it disappears from Trash.

To restore several at once, tick them in the Trash list and click Restore in the bar above.

If nothing is restored you will see a message saying they are not in the trash any more, which usually means a teammate restored them while you had the tab open. Reload and check the inbox.

If the customer writes to you again, the conversation comes out of Trash by itself and reopens in the inbox with their new message, so nothing they send is ever hidden from your team. Your AI does not answer a conversation while it is still in Trash. To stop someone reaching you at all, block them instead of deleting the conversation.