You can delete webchat conversations attached to a customer’s contact record which may be required for messages containing private data such as credit card details. When viewing customers details in the CRM the history section will show any previous interactions with the customer.
Delete recordings or conversations from customer contact records #
- Click Customers > CRM. A list of the customer records that are currently stored in the CRM is displayed
- Select the customer record in the Contact List or search on the customer
- In the History section, locate the appropriate interaction
- Click the webchat details icon in the details column
- Click Delete webchat messages
- Click Yes to confirm
- The conversation will be deleted.
Note: When an item is deleted, a placeholder is added in its place, indicating that it has been deleted and who deleted it. |
Additional Information #
- Company administrators must have the CRM: Modify and delete privilege to delete conversations or recordings from CRM customer contact records.
- The CRM database is a licensable feature of the system.