When a driver leaves your roster, their chat conversation leaves your main list and moves to the Inactive drivers page, where the full history stays readable. Your main chat list stays focused on the people you are working with, and nothing you have discussed with a driver is lost.
Which conversations are live, and which move to Inactive drivers
Whether a driver's conversation sits on your main list or under Inactive drivers follows their roster status:
Active drivers: live, always.
Onboarding drivers: live. Someone who has not started yet has not left either, and you often need to reach them before day one.
Inactive drivers marked Suspended: live. A suspension is a temporary absence with an expected return, so the conversation stays reachable.
Inactive drivers marked Terminated (or with no decision recorded): moved to Inactive drivers.
Finding a departed driver's conversation
Open Chat, click the ⋯ button ("More chat tools") at the top of the conversation list, and choose Inactive drivers. The page is titled Inactive drivers and lists only the conversations of drivers who have left, with the same search box and filter pills as your main list. Open one to read the whole history.
The Archived chats page, also under ⋯, is a different place. It holds channels a chat admin archived by hand, direct conversations you archived for yourself, and conversations whose history was moved to long-term storage. A departed driver's conversation only appears there once it has gone a month or more with no messages and its history has been moved to storage; until then, look under Inactive drivers.
What happens on the driver's side
While a driver's conversation is under Inactive drivers, chat access from the driver app is turned off for that driver. A driver who is signed in when you mark them Inactive with no expected return, or Terminated, loses chat in the driver app. Reopening the app does not bring chat back. Their message history is kept.
Mark the driver Suspended or Active again and chat access returns right away. The earlier messages are still there, and the driver picks up where they left off.
Moving between the lists
The move follows status changes: mark a driver Terminated and the conversation moves to Inactive drivers; reactivate them (or record a Suspended disposition) and it returns to your main list.
Sending a message does not bring an inactive driver's conversation back. The only thing that returns it to the main list is the driver's status returning to Active, Onboarding, or Suspended. This is different from a direct conversation you archived for yourself with Archive conversation, which is hidden for you only and comes back the moment a new message arrives.
What these conversations keep
Everything. The full message history stays readable under Inactive drivers, and once a long-dormant conversation's history moves to long-term storage it stays readable on Archived chats, marked "Archived · read-only". If that driver later comes back, the conversation returns to your main list and the older messages are still available in it.
New admins
An admin added to your company picks up the live conversations: the current roster, not departed drivers. The history for departed drivers is still there for everyone under Inactive drivers.