Archived Cases Can Now Reopen Themselves
Archived Cases Can Now Reopen Themselves
A new email or text on an archived case can now move it back to the active case list automatically. Each organization decides whether to use it.
How it works
Before
An incoming email on an archived case notified the org owner and appeared in the Communication tab with a blue dot, but the case stayed archived.
An incoming text didn’t appear on the case at all. It showed only on the Message Screen.
Now
A new email or text on an archived case automatically reopens it, restores its previous Case Type and Status, and moves it back to the active case list.
The blue dot and conversation log work the same as before. Organizations can turn this off in Org Settings.
Why it matters
When a contact reaches back out, their message no longer gets lost in an archived case. Organizations that prefer the previous behavior can opt out.
See it in action
- In Org Settings, find “Reopen Archived Cases on New Communication” and turn the toggle on or off.
- With the setting enabled, a new email or text from an archived case’s contact reopens the case and moves it to the active list.
- With the setting disabled, new communication leaves the case archived.