How to Delete a Chat Conversation

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Efficient conversation management is essential in customer service. This guide covers two key features that help agents manage conversations: deleting and restoring them.

Delete Conversation

Agents may need to remove conversations that are no longer relevant while keeping the workspace organized. The delete feature helps in these situations by allowing agents to temporarily remove conversations while retaining the ability to restore them if needed.

Deleting a conversation performs a soft delete, meaning the conversation is removed from the active list but can still be accessed in the Deleted Conversations view.

Steps to Delete a Conversation

Open the conversation.
Click on the three-dot menu in message section header to access more options.
Select “Delete Conversation”, then confirm in the “Delete Conversation” popup or click “Cancel” to abort.

Once a conversation is deleted, it moves to the Deleted Conversations view and can be restored if needed.

Permanently Delete Conversation

The conversation and its data will be permanently deleted and cannot be restored.

Steps to Permanently Delete a Conversation

Go to the Deleted Conversations view and click on the conversation you want to permanently delete.
Click on the three-dot menu in the message section header to access more options.
Select “Delete permanently”, then confirm in the “Delete Conversation Forever” popup or click “Cancel” to abort.

Restore Conversation

Agents may need to bring back deleted conversations to access important information while keeping the workspace organized. The restore feature helps in these situations by allowing agents to recover conversations that were previously removed. Restored conversations will return to the active list.

Steps to Restore a Conversation

Go to the “Deleted Conversations” view and find the conversation you wish to restore.
Click on the three-dot menu in message section header to access more options.
Select “Restore Conversation”, then confirm in the “Restore Conversation” popup or click “Cancel” to abort.