Where Shopify Inbox keeps old chats
In Inbox, finished conversations move to Closed. You can search them by customer name, email, keyword or order number, and open them one at a time. What Inbox doesn’t give you is a file: there’s no way to download, print or archive the history in bulk.
Why keep your own copy
- Disputes and chargebacks: show what a customer was told, and when.
- Team training: share real examples of good answers.
- Analysis: see what customers ask over a whole season, not one chat at a time.
- Peace of mind: if you change chat tools, your history comes with you.
Save a copy with InboxExport
- Open Shopify Inbox and click the InboxExport icon.
- Pick the longest date range your plan allows: 10 days on Free, up to 90 days on Pro+, or any dates on Business, back to your oldest chat.
- Click Export and keep the zip somewhere safe, such as a shared drive.
Many stores export once a month, which keeps each file small and the history complete. A big first export of several years is fine too: it arrives as several part files, each up to 5,000 conversations.
If your export includes customer names or emails, it contains personal data. Store it securely, and only keep it as long as you need it under your own privacy policy.