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Deleting Messages and Attachments in Chat Conversations

Published: Mar 27, 2025

This guide explains how to delete messages and attachments in live chat conversations, helping agents maintain a clean conversation history by removing unwanted or incorrect messages.

How to Delete a Message

  1. Open the chat conversation containing the message.
  2. Hover over the message and click the three dots ().
  3. Select the Delete option from the menu.
  4. Click Delete Message in the confirmation prompt. The message and any attachments will be permanently removed.

Delete Text and Attachment

Delete Message Prompt

Note:

  • Only agents with Delete Message permission can delete messages.
  • Deleted messages cannot be recovered.
  • The deletion action applies only to supported channels.

How to Delete Only an Attachment

  1. Open the chat conversation containing the attachment.
  2. Click the trash/bin icon next to the attachment.
  3. Click Yes, Delete to confirm and remove only the attachment while retaining the text.

Note: Deleted attachments cannot be recovered.

Deleted Message Indicator

Once a message is deleted, a placeholder appears to indicate its removal:

  • If you delete a message, it will display: This message was deleted by “[Agent Name]”.

  • Below the deleted message, a “Deleted” status is shown along with the timestamp.

Deleted Message Indicator

Who Can Delete Messages (By Channel)

The ability to delete messages varies by channel. The table below outlines who can delete messages:

Channel Can agent delete their message? Can agent delete a user’s message? Can a user delete their own message?
Live Chat Yes Yes No
WhatsApp No No No
Facebook Messenger No No No
Facebook Comments Yes No Yes
Instagram Direct Message No No Yes
Instagram Comments Yes No Yes
Twilio SMS No No No
Telegram No No No

Permissions Required to Delete Messages

Agents can delete messages based on their Delete Message permission settings. This permission determines whether they can remove:

  • Own messages: Agents can delete only the messages they have sent.
  • Own and any agent’s messages: Agents can delete their own messages as well as messages sent by other agents.
  • Own and any agent’s or any customer’s messages: Agents can delete their own messages, messages sent by other agents, and messages sent by customers.

Additionally, agents can delete private notes based on their Delete Private Notes permission:

  • Own notes: Agents can delete only the private notes they have created.
  • Own and any agent’s notes: Agents can delete their own private notes as well as private notes added by other agents.

    Delete Permission Settings

For more details, refer to the BoldDesk Permissions Guide.

See also

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