Close vs. Archive: Which to Use for SMS Conversations
Close vs. Archive: Which to Use for SMS Conversations
The SMS Inbox gives you two ways to remove a conversation from your active view: Close and Archive. They work differently. Here is when to use each.
Available on: Team plan and above (web, desktop, mobile)
Quick Comparison
| Close | Archive | |
|---|---|---|
| Hides from active inbox | Yes | Yes |
| Auto-reopens when customer texts back | Yes | No |
| Find it later | Use the Closed filter | Not accessible from the standard inbox |
| Messages preserved | Yes | Yes |
| Best for | Resolved conversations that might get a follow-up | Compliance records, old OTP threads, contacts you will not message again |
Use Close for most conversations. It is the safer default. If the customer texts again, you will see it.
How to Close a Conversation
Web and desktop
- Open the conversation you want to close.
- Click the Close Conversation button in the conversation detail view.
The conversation moves out of your active inbox. To find it later, use the Closed filter chip at the top of the conversation list.
Crop: Close Conversation button area. Caption: Click Close Conversation to mark a resolved thread as closed. It reopens automatically if the customer replies.
What happens next
- The conversation disappears from the Inbox and Assigned to Me views.
- If the customer sends a new message, the conversation reopens automatically and returns to the active inbox.
- The assigned owner (if any) sees it back in their queue.
How to Archive a Conversation
Web
- Open the conversation list.
- Hover over the conversation you want to archive.
- Click the archive icon.
Android
- Open the Messages section.
- Tap the conversation.
- Tap the archive option.
What happens next
- The conversation is removed from your active inbox.
- If the customer sends a new message, the conversation does not reopen. It stays archived.
- Archived conversations are not visible in the standard inbox filters.
When to Use Each
Use Close when:
- The conversation is resolved but the customer might text again later (most conversations).
- You want to clean up your inbox without losing track of ongoing relationships.
- You want the conversation to come back automatically if there is follow-up.
Use Archive when:
- The contact will not receive further messages (e.g., one-time OTP verification).
- You need to archive for compliance or record-keeping.
- You have added the contact to a Do Not Message (DNM) list.
Auto-Archive for DNM Contacts
If you use JustCall's Do Not Message feature, conversations with DNM contacts are archived automatically. Configure this per JustCall number under SMS settings. Requires Pro plan.
Related Articles
- Managing SMS Conversations in JustCall — full inbox management guide
- Delete Messages — When to Use Close Instead
- How to Filter SMS Conversations