Archive or unarchive an agent
In Assistant > Agents, open the agent's row menu and select Archive. The agent leaves the list and stops answering shoppers. To bring it back, select the Archived filter, open its row menu and select Unarchive. It returns with the status it had.
Before you start
Section titled “Before you start”Use this guide to retire an agent you don’t need for now, such as a seasonal or test agent, without losing its setup. To add an agent, see Create an agent.
Archive an agent
- Go to Assistant > Agents and open the agent's row menu.
- Select Archive. The agent leaves the list and stops answering shoppers. Nothing is deleted.
- Go to Assistant > Agents.
- Open the agent’s row menu and select Archive. There is no confirmation. The agent leaves the list and stops answering shoppers.
Bring an archived agent back
Section titled “Bring an archived agent back”Unarchive an agent
- Go to Assistant > Agents and select the Archived filter.
- Open the agent's row menu.
- Select Unarchive. The agent returns with the status it had, so an Active agent answers shoppers again.
- Clear the Archived filter: the agent is back in the list.
- In Assistant > Agents, select the Archived filter.
- Open the agent’s row menu and select Unarchive.
- Clear the Archived filter. The agent is back in the list with the status it had.
Check that it worked
Section titled “Check that it worked”A message confirms the change, for example “Winter Pop-up” archived successfully. An archived agent appears only with the Archived filter on. An unarchived agent appears in the list again, with Active or Inactive in its Status column.
Troubleshooting
Section titled “Troubleshooting”| Problem | Fix |
|---|---|
| You can’t find an agent in the list | It may be archived. Select the Archived filter |
| An unarchived agent doesn’t answer | It was Inactive before you archived it. Switch on the toggle in its Status column |
| You archived the wrong agent | Select the Archived filter, open its row menu and select Unarchive |
Frequently asked questions
- Does archiving delete the agent?
- No. An archived agent keeps its settings, prompt instructions, training folders and install tag. Unarchive brings it back as it was.
- Does an archived agent still answer shoppers?
- No. An archived agent stops answering straight away, even if its status was Active.
- Is an unarchived agent active straight away?
- It returns with the status it had before you archived it. An agent that was Active answers shoppers again from their next message. An agent that was Inactive stays inactive until you activate it.