Who this is for. Super Admins configuring an Agent Co-worker. No other role has access to the setup wizard. Managers still own the decisions these settings record, and are the people to ask when a setting is wrong. Requires the AP Helpdesk function enabled on the agent. See the Roles and Access.
Email Archiving is a capability group on the AP Helpdesk tab. It “controls archiving and hiding of emails and email threads inside the Helpdesk Mailbox Inbox view”.
This feature has a second surface. The same settings are reached from SmartVendor Settings, under AP Intelligence. See Email Archiving.
Navigate to Email Archiving
On the Define capabilities step, select the AP Helpdesk tab.
In the left navigation, select Email Archiving.
Figure 1. Email Archiving.
Configure archiving
Select Email Archiving to enable archiving for the mailbox.
To archive automatically, select Auto-Archive and enter the number of days in the After field. The count starts from Task DONE or Email READ, whichever applies.
To allow archiving of unread items, select Archive support for UNREAD Emails. Emails and threads can then be archived and hidden from the Inbox view when the Ad Hoc Review status is UNREAD.
Select Next.
Settings
Email Archiving is the parent switch. The two settings under it do nothing until it is enabled.
Table 1. Email archiving settings
Setting |
What it does |
Notes |
|---|---|---|
Email Archiving |
Enables archiving for the mailbox. Without it, nothing can be archived manually or automatically. |
The parent setting for the two below. |
Auto-Archive |
Archives items automatically after the number of days you set, counted from Task DONE or Email READ. |
In the Agent Co-worker wizard the field accepts 1 to 99 days and defaults to 3; clearing it returns it to 3. The same setting in SmartVendor Settings, under AP Intelligence > Email Archiving, enforces only the minimum of one day. |
Archive support for UNREAD Emails |
Allows items to be archived while the Ad Hoc Review status is UNREAD. |
Leave cleared if unread items should always stay visible. |
Auto-Archive
Auto-Archive archives automatically after a number of days, counted from either of two events: the control reads After [n] Days (on Task DONE or Email READ).
Archive support for UNREAD emails
A second setting, Archive support for UNREAD Emails, extends archiving to mail nobody has opened: “Emails and email threads can be archived and hidden from Inbox view when Ad Hoc Review status is UNREAD.” Without it, an unread thread stays in the Inbox view however old it is.
Neither setting can archive a thread that still has a NEW or OPEN task against it. If mail you expected to disappear is still in the Inbox view, look for an unresolved task on the thread before changing the archiving settings.
What archiving does and does not do
Archived items are hidden from the Inbox view, not deleted.
Archived items can be viewed from the Archive view, and moved back to Inbox.
Archived items are excluded from Inbox view filters and Inbox search results, but can be filtered and searched in the Archive view.
When an archived email receives a reply, the thread is unhidden and returned to the Inbox view automatically. Nothing is lost by archiving a conversation that turns out to continue.
Emails archived in the Helpdesk Mailbox are not archived in your connected mailbox. Archiving here changes the Helpdesk Mailbox Inbox view only, and has no effect on what your team sees in Outlook or Gmail.
What cannot be archived
Emails and email threads with NEW or OPEN tasks cannot be archived. Work in progress cannot be hidden, whether you try to archive it manually or the auto-archive schedule reaches it.
This is why an aggressive Auto-Archive setting is safer than it first appears: an item with live work on it is exempt regardless of age.
Choose a day value
A short value keeps the Inbox tight but means analysts switch to the Archive view more often to look something up. A long value keeps recent history in front of them at the cost of a busier Inbox.
The clock starts at Task DONE or Email READ, not at receipt, so the effective age of an archived item is longer than the number you set.