Compliance Archiving of Text Messages

Caution

Important: Compliance Archiving of Text Messages can only be configured by users with the Owner role.

What is Compliance Archiving?

Compliance Archiving automatically forwards a copy of your text messages to a designated email address so that records are preserved for regulatory or auditing purposes. It is not a reporting or analytics feature, it does not provide metrics, tracking, or insights on message performance. Its sole purpose is to ensure a record of your messages is retained and accessible outside of Swivel.
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How to Configure Your Text Messages to be Forwarded to an Email Address

1. Select Settings > Communication > Compliance Archiving.

2. Click +New Service

3. Complete the New Archiving Service Form

   1. Name

   2. Destination Email

   3. Subject - Configures the email subject line of the received email(s) being sent to the configured email’s inbox. See Personalization Tokens to add Text Message details in the subject.

   4. **Template -**Configures the email body of the received email(s) being sent to the configured email’s inbox. See Personalization Tokens to add Text Message details in the email body.

   5. Select from the following configurations:

      1. Broadcast Text Messages Enabled - select this if you would like all broadcast text messages to be forwarded to the configured email address
      2. Conversational Text Messages Enabled- select this if you would like all conversational text messages to be forwarded to the configured email address
      3. Inbound Text Messages Enabled - select this if you would like all inbound text messages to be forwarded to the configured email address. Please note, the contact and phone number must exist in Swivel.

   6. Save

Note

Once saved, your Archiving Service will be reflected on the Compliance Archiving Tab in a Paused status. Select Action Menu and then Select Resume.

Archiving Timing

Once compliance archiving has been configured successfully, text messages are typically forwarded to the designated archiving destination within a few minutes of being sent or received. Compliance archiving is processed continuously in the background and does not operate on a weekly or scheduled batch process.

Managing A Compliance Archive Account

To manage an existing Compliance Archive Email Account, select the 3-dot action menu next to the account to either Edit, Pause/Resume, or Delete.

Personalization Tokens to Customize your Archive Email Message

Insert the following Personalization Tokens into your Email Subject or Email Body to log the required data elements of your text message to each email sent to your email address.

Token	Description
{{content}}	Text Message Body
{{from}}	Phone Number the message was sent from
{{to}}	Phone Number the message was sent to
{{timestamp}}	Time message was sent
{{recipient}}	Name of Recipient
{{sender}}	Name of Sender

Other Notes

• When broadcast text messages are enabled, the {{sender}} token will not display as there is no user sending the text message directly

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Troubleshooting

Why aren’t my archived text messages appearing in Archive Intel?

Symptoms

You may notice that newly sent or received text messages are not appearing in Archive Intel, even though texting is functioning normally in Swivel.

Cause

One possible cause is that the Archive Intel recipient email address has been unsubscribed from receiving archived text message notifications.

When the recipient address is unsubscribed, Swivel is unable to deliver archived text messages to Archive Intel, which prevents those messages from being captured and stored.

Resolution

If the Archive Intel recipient address has been unsubscribed:

1. Contact Swivel Support.
2. We can verify whether the Archive Intel recipient address has been unsubscribed.
3. If needed, we can re-subscribe the address so archived text messages can resume delivery.

Once the address has been re-subscribed, new text messages should begin flowing to Archive Intel again.

Important

To prevent future interruptions, please ensure that the Archive Intel recipient address used for text archiving is not unsubscribed.

If the address is unsubscribed again, archived text messages will stop being delivered to Archive Intel until the subscription is restored.

Need Help?

If archived text messages are not appearing in Archive Intel and you’re unsure of the cause, please contact Swivel Support. We can verify the delivery status and help identify any issues preventing messages from being archived.