Overview
An archived conversation is hidden from your inbox, not deleted. Unarchiving brings it back.
If a conversation has disappeared from your inbox and you cannot explain why, archiving is the most likely reason. This article covers how to find it and restore it.
Steps
Step 1: Open your Inbox
Hover over the left side panel and click Inbox, then choose the tab the conversation was on — External, Internal, or List Stacking.
Step 2: Filter for archived conversations
Click Add a Filter.
Select Activity Status.
Select Archived.
Click Continue.
Your inbox now shows your archived conversations.
Step 3: Unarchive the conversation
Click the three dots on the conversation.
Click Unarchive.
The conversation returns to your main inbox.
Step 4: Remove the filter
Click the button to remove the filter.
This step matters. Until you remove the archived filter, you are still looking at archived conversations only — so the conversation you just restored will not appear, even though it has been restored correctly.
Important Notes
Unarchiving does not put the conversation back where you are looking. It goes back to your main inbox, which you cannot see while the archived filter is applied. Remove the filter to see it.
Nothing is lost by archiving. The full message history comes back with the conversation.
Check the right tab. An archived team conversation is under Internal, and an archived prospect conversation is under List Stacking.
If you want a conversation visible but marked, flag it rather than archiving it.
Troubleshooting
You unarchived the conversation but still cannot see it
The archived filter is still applied. Remove the filter to return to your full inbox.
You cannot find the conversation in the archived list
Check which tab you are on. External, Internal, and List Stacking each hold their own conversations, and the filter only applies to the tab you are viewing.
The filter is showing everything
Check that you selected Archived under Activity Status and clicked Continue.
You cannot find the Unarchive option
It is under the three dots on the conversation row.
The conversation is genuinely not there
Search for the contact by name using global search and open their record. Their communication history is on the record whether or not the inbox conversation is archived.
Summary
You restored an archived conversation. You opened your Inbox on the correct tab, clicked Add a Filter, chose Activity Status and Archived, and clicked Continue. You then clicked the three dots on the conversation and clicked Unarchive — and removed the filter so the restored conversation was visible in your main inbox again.