Why is this conversation not available in my inbox?

Shrikant Updated by Shrikant

Every time a new user is added to a Shared Inbox, we sync the existing conversations with them, except the 'stale' ones.

What are Stale conversations? The ones that have been in a 'Closed' state for more than three months.

Hiver features like 'Notes search' and 'Analytics' will take into consideration all conversations including the stale ones. When you click on a stale conversation that hasn't been synced with your inbox, we show you the message 'This conversation isn't available in your inbox.'

NOTE: Stale conversations do get synced with all users if the state is changed to 'Open' - either by a user or due to a customer reply.

How did we do?

Added new user to Hiver account but can't assign emails to her in Shared Mailbox

Why don't emails sent to the Shared Mailboxes appear in my Inbox?

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