In this article you will learn why some conversations are not displayed when using the Atom beta version and how to manage them correctly.
🟡 Frequently Asked Question / Initial Context
Some users report that when enabling the Atom beta version, certain clients or conversations do not appear in the inbox, while when returning to the previous version, they do appear. This can cause confusion and affect case tracking and agent performance indicators (KPIs).
🛠️ Troubleshooting Section (step by step)
Check if the conversation is old
Review the conversation date; if it is more than 30 days old, it is likely not to be displayed in the beta view.
Keep in mind that conversations closed more than 30 days ago may be automatically hidden.
Toggle the beta version on and off
Switch between the standard version and the beta version from settings to confirm whether visibility changes and rule out loading errors.
✅ Possible Solutions
Access from the standard version: If you need to review old conversations, temporarily use the non-beta version to view the complete history.
Export reports periodically: To ensure information backup, it is recommended to regularly 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 high-volume interaction environments, although it can impact historical tracking or KPI analysis if this limit is not taken into account.
💡 Practical Example / Use Case
Situation: A supervisor enables the Atom beta version and notices that they cannot see a client with activity dated 11/22/2025. However, when disabling the beta, the client appears again in the inbox.
Diagnosis: The conversation had been closed more than 30 days ago. The beta version is configured to omit these conversations to prioritize system performance.
Applied Solution: It was recommended to work in the standard version for tracking this specific case and the administrator was asked to consider adjusting retention policies if greater visibility is required.
☎️ When to Contact Support?
Contact support if:
Recent conversations also disappear in the beta version.
Downloaded reports do not include conversations that are hidden in the interface.
The disappearance of chats affects critical customer service processes that cannot be resolved from the standard version.
Speed vs. History! 🚀
The Atom beta version is optimized so your inbox flies, so it automatically hides chats closed more than 30 days ago to prioritize performance. If you need to do a little "archaeology" in old conversations or review KPIs from past months, simply switch back to the standard version for a moment or rely on your downloadable reports. Keep your inbox agile and focus on what matters today! ✅