Overview
The Archive is your single source of truth for every communication sent through CX Platform. From emails and SMS to letters, statements, and scanned documents, every piece of correspondence is stored exactly as your customer received it — ready to be searched, previewed, and retrieved when you need it.
It's built for the moments when you need answers fast. A customer calls asking about a statement they received last month, an auditor wants proof a notification went out, or your team needs to investigate a delivery issue. Instead of digging through inboxes or chasing down sent records, you've got the original in one secure place.
Because the Archive holds true-to-original copies across every channel, you also get a complete view of customer interactions — not just what was sent, but when, how, and whether it landed.
Access the Archive
The Archive lives in your primary navigation, alongside Send, Receive, and Verify. Getting to it is quick:
- In the primary navigation menu at the top of the screen, click Archive or
- From the secondary navigation on the left in the Send module, click Search to open the Archive search page.
From here, you can search across all your archived correspondence using a mix of standard fields (like date range, channel, or recipient) and custom fields specific to your Applications.
Search and customise your results
The Archive search isn't a fixed form — it's shaped by how you've set up your Applications. The search parameters you can filter by, and the fields that appear in your results, are pulled directly from the field configuration of each Application.
That means if you've added a custom field like Policy number, Account ID, or Member reference to an Application, you'll be able to:
- Search the Archive using that field as a filter
- See it as a column in your search results
- Use it to narrow down or sort what you're looking at
It's worth knowing this upfront because the Archive's usefulness scales with how thoughtfully your Applications are configured. The more relevant fields you set up at the Application level, the more powerful and precise your searches become.
Quick tip
If you can't find a field you'd like to search by, check the Fields section of the relevant Application. Adding or updating a field there will make it available in Archive search and results.
Work with the search panel
The search panel sits on the left-hand side of the Archive page and is where you build up your query. There are a few small but handy controls that make it easier to manage your searches, especially when you're working through a long list of fields.
Hide or show the search panel
If you'd like more room to view your results, you can collapse the search panel out of the way:
- Click the « icon in the top left of the search panel to hide it.
- Click the icon again to bring the panel back into view when you're ready to refine your search.
Clear all your search parameters
If you'd like to start fresh, the Clear button at the top (and bottom) of the panel resets every search field back to its default state in one go. Handy when you've been narrowing things down and want to take a different angle without manually emptying each field.
Clear an individual field
To clear just one field without affecting the rest of your search, click the × inside that input field. The field will reset and the others will stay exactly as you've set them.
What you can do from a search result
Once you've found the correspondence you're after, you can open it to view a true-to-original copy — exactly as it was sent or received. From there, depending on your permissions, you can preview the content, resend it on demand, and review event history like sent, opened, clicked, and bounced.
This makes the Archive a handy tool for call centre teams, member services, and anyone investigating a delivery or receipt issue — no need to recreate or guess what the customer actually got.
Why the Archive matters
Beyond day-to-day lookups, the Archive plays a bigger role in keeping your communications compliant and auditable. Every record is stored as a true copy with a full event trail attached, which means you've always got the evidence to back up what was sent, when, and to whom.
Whether you're resolving a customer query, running an audit, or just confirming a recent send, the Archive is built to give you a clear, accurate answer — fast.