What are the exact rules governing the archival of 3CX Chat Messages?

[AndrewSotiris]

I have a client who is worried that employees may not be properly reporting certain client communications in their business apps. Becuase of this, they reached out to us for assurance that even if a chat is marked as "dealt with", that it can be retrieved later on should the need arise, even if we delete the extension associated with the chat. I looked into this and found that the only policy that the client has governing chat lifecycle management is that chats older than 7 days should be auto-archived. This appears to be corroborated by the presence of data in the remote storage location. However, when I go into an extension with chat threads that were last updated last year, they are still visible regardless of whether they were marked "dealt with". Therefore I ask what conditions must be fulfilled for a chat message or chat thread to be archived.

 

[Charles_3CX]

Chat conversations remain available in the 3CX Chat Logs after being closed or archived until they are purged in accordance with the configured chat log retention/cleanup settings. Where Chat Logs are enabled and the appropriate permissions are assigned, authorized users can access and search the retained chat history.

 

[SweetAction]

@Charles_3CX,
It used to that deleting an extension deleted their chats - has this changed?

 

[Charles_3CX]

@Charles_3CX,
It used to that deleting an extension deleted their chats - has this changed?

The chats from the extension that is deleted will be removed, the archive settings archives chat logs it does not delete or remove chats.

 

[AndrewSotiris]

Chat conversations remain available in the 3CX Chat Logs after being closed or archived until they are purged in accordance with the configured chat log retention/cleanup settings. Where Chat Logs are enabled and the appropriate permissions are assigned, authorized users can access and search the retained chat history.

Hello,

That is how I thought it worked, however we have the following setting to auto-archive chats and I see unarchived SMS conversations that haven't had a new message in months.

 

[Charles_3CX]

Please note that the chats themselves aren't archived; only the chat files are.