Need Access to Message Archive!
Today a staff member accidentally hit "Archive" on a client text message, but did not see who it was before doing so. I reached out to Weave support and was told that there is no way to undo or restore archived messages and we would have to know the clients name or number to find the message. Not only do we not know who it was, but we get messages from existing and non-existing clients for booking, cancellation, questions, etc. so regularly on a business day that there is absolutely no way to surmise who it might have been. Now, we're going to look bad in front of this client due to a simple mis-click. If you want to offer an "Archive" feature, you should complementarily provide a means of accessing that archive as well. It's counterintuitive to offer a feature that sends messages into a nether (And for what? To make the inbox look clean? I don't see the purpose of this) - you have to account for human error when you're developing these things.
Mondona Rostami
shared this idea
This is now available to all customers in the new Weave experience! You should have an email with more details on how to check out the new version of Weave, or you can click on the link below to learn more. We're SUPER excited for this new version of Weave - we've worked on this tirelessly for a long time and will be listening to your feedback as we move forward here!
https://www.getweave.com/new-weave-experience/
Best,
Matt Schultz
Weave Product Management
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Julian Berlin
commented
There should be a separate folder containing only archived messages.
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Weston Endodontic Care
commented
I'm seconding this, this is such an important issue. Weave needs to create an "archive" button on the main overview of the desktop app so we can see our archived messages and un-archive them. There is no way fast-paced practices can remember who has been archived, especially if they are someone who is contacting the office for the first time. At the very least, offer a confirmation pop-up that asks if you are sure you want to archive a message.
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Soroush Azadi, O.D. commented
I would like to suggest providing an inbox for archived text message threads similar to the one you have for archived faxes. I've come across a few instances where a text message thread was accidentally deleted in the office and we have had no way of accessing it if the person who archived the thread forgets the patient's name or if the patient is new and doesnt have a name attached top the phone number yet.