Archive and Unarchive Freeform Topics

Freeform Topics used by a Sidekick workflow may stop working if archived

Freeform Topics stop working as soon as they’re archived. If you’ve configured Sidekick to apply a Freeform Topic automatically, please deactivate the appropriate Thread in Sidekick. Not doing so will result in the Conversation automatically being handed off to an Agent due to the Freeform Topic being archived.

Hide Freeform Topics you no longer need or temporarily stop Agents from using them. Archived or deactivated Freeform Topics appear in the Archived tab.

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Orchestration category, click Freeform Topics. This will take you to the Freeform Topics page.

4. You have two options to hide Freeform Topics and move them to the Archived tab:

   • Archive

   • Deactivate

Archive

1. From the Freeform Topics page, hover over the attribute you want to archive, then click  .
   

2. Click Archive Freeform Topic from the confirmation modal to confirm your request.

Deactivate

1. From the Freeform Topics page, hover over the attribute you want to archive, then click .

2. From the Update Freeform Topics page, click the toggle (toggle is gray) to deactivate.

3. Click Save.

Unarchive a Freeform Topic

1. From the Freeform Topics page, click the Archived tab.

2. Hover over the Freeform Topic you want to unarchive, then click .
   

3. Click Activate Freeform Topic to confirm your request.

The Freeform Topic is activated and moved back to the Active tab.