Deleting Messages and Attachments in Chat Conversations
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
- Open the chat conversation containing the message.
- Hover over the message and click the three dots (⋮).
- Select the Delete option from the menu.
- Click Delete Message in the confirmation prompt. The message and any attachments will be permanently removed.
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
- Open the chat conversation containing the attachment.
- Click the trash/bin icon next to the attachment.
- 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:
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If you delete a message, it will display: This message was deleted by “[Agent Name]”.
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Below the deleted message, a “Deleted” status is shown along with the timestamp.
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 |
| 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.
For more details, refer to the BoldDesk Permissions Guide.
