Right now, when a User or Lead is archived in Intercom, all their conversations are archived too. This causes problems because teams often still need access to past conversations for context, audits, support continuity, product investigations, and customer history - even if the user is no longer active.
What we’re asking for
Please separate the act of archiving a user/lead from archiving their conversations. Conversations should stay visible and searchable unless an admin chooses otherwise.
Why this matters
- Teams rely on historical conversations to understand past issues and avoid asking customers to repeat themselves.
- Product, Engineering, and Compliance often need older conversations for investigations and audits.
- Archiving conversations affects reporting, SLAs, tagging trends, and Fin AI analytics.
- Re‑engaging customers becomes harder without visibility of previous interactions.
Suggested improvements
- Add a workspace setting that lets admins choose what happens to conversations when a user/lead is archived (e.g., keep them visible, archive only closed chats, or apply a retention period).
- Provide a simple checkbox option when archiving a user/lead so the teammate can decide what to do with the conversations.
- Keep conversations discoverable in Search, Reporting, QA/Monitors, and Fin/Copilot analytics even if the user profile is archived.
- Show a small banner like “This user is archived” without hiding any history.
What success looks like
- Archiving a user/lead no longer hides or auto‑archives their conversations.
- Teams can still view, search, and report on those conversations.
- Open conversations remain open unless a teammate or rule closes them.
- The workflow is clearer and reduces accidental loss of useful history.