---
title: "Archive a conversation and mute it"
description: "Clear your own queue by archiving what you have finished, and mute a noisy conversation for a chosen period, without changing a colleague's queue."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/luu-tru-va-tat-thong-bao"
---

Some conversations are done as far as you are concerned but cannot be resolved
yet, and some carry so many people that the notifications never stop. This page
handles both.

## Goal [#goal]

Your queue holds the work you still have to do, and noisy conversations stop
announcing themselves for as long as you choose.

## Before you begin [#before-you-begin]

* Write permission on conversations for archiving and marking unread. Muting a customer conversation is open to any operator.
* Deleting a conversation belongs to administrators — see [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen).
* A queue open under **Conversations**.

## Steps [#steps]

1. In the queue, point at a row and press the **More actions** button in its top
   right corner.
2. Pick a period under the **Mute conversation** heading, from **For 15 minutes**
   to **Until I turn it back on**. The row takes a **Notifications muted** marker
   straight away.

   ![The actions menu open on a queue row, listing mute periods from For 15 minutes to Until I turn it back on, with Mark as unseen and Archive conversation below them](https://helpdesk-docs.svr1.feedapp.click/images/docs/hop-thu/luu-tru-va-tat-thong-bao/02-menu-tat-thong-bao.en.webp)

   *The actions menu on a queue row.*
3. To hear from it again, open the same menu and choose **Unmute**. The entry only
   appears while the conversation is muted.
4. Once your part is finished, choose **Archive conversation**. The row leaves your
   queue and stays where it is in everybody else's.
5. Review what you put away under **Archived** in the left column. The actions menu
   there offers **Unarchive conversation** to bring the row back.
6. To return to a conversation later, choose **Mark as unseen**. Unlike the other
   two, this unread marker is shared with the whole team.

> **Archiving means “done for now”, not a folder:** When somebody writes in an archived conversation it returns to the queue of
> everybody who archived it. Activity lines, such as a status change or an
> assignment, do not count as somebody writing, so they leave it where it is.

## Verify [#verify]

The muted row carries the **Notifications muted** marker in the queue. The
archived row is gone from **Conversations** and present under **Archived**. Sign
in as a colleague: the same conversation is still sitting in their queue.

## Troubleshooting [#troubleshooting]

| Symptom                                         | Cause                                                         | What to do                                                  |
| ----------------------------------------------- | ------------------------------------------------------------- | ----------------------------------------------------------- |
| No **More actions** button on the row           | The button darkens on hover or when reached with the keyboard | Point at the row, or Tab across to it                       |
| The menu offers no archive entry                | The account has no write permission on conversations          | Ask an administrator for the conversations admin role       |
| An internal room's menu offers no mute entry    | You are not among that room's followers                       | Ask somebody in the room to add you as a follower           |
| An archived conversation reappears in the queue | A customer or a colleague has written in it                   | Working as designed; archive it again when you are finished |
| **Delete conversation** is missing              | Deletion is reserved for the administrator role               | Ask an administrator if a deletion is truly needed          |

## Next steps [#next-steps]

* [Filter the queue and bookmark the view](/en/hop-thu/loc-va-hang-doi)
* [Assign an owner and teams](/en/hop-thu/phan-cong)
* [Tag a teammate and open a thread](/en/hop-thu/nhac-ten-va-luong-phu)