Why can't I see some conversations when activating the Atom beta?
In this article, you will learn why some conversations are not displayed when using the Atom beta and how to manage it.
🟡 Frequently asked question / Initial context
Some users report that when activating the Atom beta, certain clients or conversations are not displayed in the inbox, while when returning to the previous version, they do appear. This can cause confusion and affect case tracking and agent key performance indicators (KPIs).
🛠️ Troubleshooting section (step by step)
Check if the conversation is oldCheck the date of the conversation; if it is more than 30 days old, it is likely that it will not be displayed in the beta view.Conversations closed more than 30 days ago may be automatically hidden.
Check the date of the conversation; if it is more than 30 days old, it is likely that it will not be displayed in the beta view.
Conversations closed more than 30 days ago may be automatically hidden.
Activate and deactivate the beta versionSwitch between the standard version and the beta version from the settings to confirm if the visibility changes.
Switch between the standard version and the beta version from the settings to confirm if the visibility changes.
✅ Possible solutions
Access from the standard version: If you need to review old conversations, temporarily use the non-beta version.
Export reports periodically: To avoid information loss, it is recommended to download historical reports of closed conversations.
📝 Additional notes
The beta version has certain performance optimizations that automatically hide conversations closed more than 30 days ago.
This logic is designed to improve the experience in environments with a high volume of interactions, but it may have an impact on historical tracking or KPIs.
💡 Practical example / Use case
Situation:
A supervisor activates the Atom beta version and notices that they cannot see a client with activity dated 11/22/2024. However, when deactivating the beta, the client reappears in the inbox.
Diagnosis:
The conversation had been closed for more than 30 days. The beta version is configured not to show old conversations to improve performance.
Applied solution:
It was recommended to work in the standard version for case tracking and the administrator was asked to consider adjusting the retention policy if more days of visibility are required.
☎️ When to contact support?
If recent conversations also disappear in the beta version.
If the reports do not include the hidden conversations.
If the disappearance affects critical customer service processes or KPIs.