Archival and Retrieval Features

Overview

Every email, SMS, letter, statement, and form response that moves through CX Platform is captured in the archive. It's a single, secure place to find any communication you've ever sent or received, in the exact form your customer saw it.

For call centre staff, member services teams, and anyone investigating a query, that means no more digging through separate systems to piece together what was sent, when, and to whom. Whether you're responding to a member enquiry, checking a delivery issue, or pulling records for an audit, everything is right there.

The archive is also built for compliance. Communications are stored as true-to-original copies, with full event history attached, so you can demonstrate exactly what happened with any piece of correspondence — useful when regulators, auditors, or customers ask

True-to-original correspondence

One of the things that sets the CX Platform archive apart is that it doesn't just store the data behind a communication, it stores an exact replica of what your customer actually received. Letters look like letters. Statements look like statements. Emails render the way they landed in the inbox.

That includes scanned documents and SMS messages too, so you've got a consistent view across every channel and format. If a customer rings up asking about "that letter you sent last month", you can pull it up and see exactly what they're looking at.

Document Archival and Retrieval API

If you'd rather access archived communications from your own systems — your website, customer portal, or a back-office app — the Document Archival and Retrieval API lets you do that without forcing staff or customers to log into CX Platform separately.

The API supports retrieval of correspondence types, content viewing, and access to any attachments, including print and mail records. It's the same archive, just surfaced wherever it's most useful.

Good to know
‍The API is particularly handy for embedding correspondence history directly into your CRM or member portal, so your team and customers see the same source of truth without switching tools.

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Key features at a glance

Here's a quick rundown of the main capabilities you'll get out of the archive, and what each one means for your day-to-day work.

Feature	Benefit
Single view across channels	View inbound and outbound cross-channel correspondence and form responses from one secure platform, so you're not bouncing between tools to get the full picture.
View customer correspondence	See the exact communication your customer received, which makes for faster issue resolution, better transparency on calls, and full regulatory compliance when you need to prove what was sent.
Advanced and configurable search	Filter, add custom search fields, and retrieve communications quickly and accurately using criteria like date, channel, customer ID, or correspondence type. You can tailor the search to match how your team actually works.
Fast preview and resend	Quickly preview and resend communications one-to-one on demand. Handy when a customer's lost a statement or needs a copy of something straight away.
Event tracking and audit trail	Every Sent, Opened, Clicked, and Bounced event is captured against the original communication, giving you a complete history for troubleshooting, reporting, and compliance.

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Why this matters for your team

Pulling correspondence history into one place changes the day for a lot of people. Call centre staff can resolve queries in a single conversation instead of escalating and calling back. Member services teams can investigate delivery issues without raising tickets. Compliance and audit teams have a defensible record without having to chase it across systems.

The result is faster service, fewer dropped balls, and the kind of accountability that builds trust with both your customers and your regulators.

What's next

Once you're familiar with what the Archive can do, the related guides will walk you through searching for correspondence, previewing and resending messages, and connecting the Archival and Retrieval API to your own systems.

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