How to Delete Messages or Attachments in BoldDesk Chat
Managing chat history is essential for maintaining clear, accurate conversations—especially when messages are sent by mistake or include sensitive or irrelevant information. This guide explains how agents can delete messages or remove attachments in live chat conversations. You’ll also learn how deleted messages appear, which channels support message deletion, and the permissions required to perform these actions.
Steps to Delete a Message in BoldDesk Chat
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Open the chat conversation containing the message.
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Hover over the message and click the three dots (⋮).
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Select the Delete option from the menu.
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Click Delete Message in the confirmation prompt. The message and any attachments will be permanently removed.
- 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 Attachments in BoldDesk Chat
- 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.
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:
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Own notes: Agents can delete only the private notes they have created.
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Own and any agent’s notes: Agents can delete their own private notes as well as private notes added by other agents.
Learn more on Manage Agent Access with BoldDesk Permissions.
Frequently Asked Questions (FAQs)
1. Can deleted chat messages or attachments be recovered in BoldDesk?
No. Once a message or attachment is deleted, it is permanently removed and cannot be restored.
2. Why don’t I see the option to delete a message?
You may not have the Delete Message permission, or the channel may not support message deletion.
3. Does deleting a message also delete its attachments?
Yes. Deleting a message removes both the text and any attachments. If you only want to remove the attachment, use the trash/bin icon next to the file instead.
4. Will customers see that a message was deleted?
Yes. A placeholder will appear showing: “This message was deleted by [Agent Name].”
5. Does deleting a message affect the entire conversation?
No. Only the selected message or attachment is removed. The rest of the chat history remains unchanged.
