Permanently Delete Chats and Attachments

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6 Comments

  • Lauren Williams
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    Hi, can you tell me please whether we can lock down the deletion of files to specific roles within chat? Ideally we'd prefer our agents to not have access to do this and only allow say Managers, or keep it to Administrators. 

    Thanks

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  • Abhiroop Basu
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    Hi Lauren

    That's a great question. While you can't block deletion to specific roles, what you could do is limit the ability of those roles to see the chats entirely. You can block Chat History to either personal (i.e. their own), department, all, or none. If you select "none" then those roles wouldn't be able to see any chats at all, including deleting them.

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  • Lauren Williams
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    Thanks. Does doing this also restrict an agent from seeing previous chats from a customer from within the chat panel itself? I.e. the past chats tab you see at the top when replying to customers?

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  • Abhiroop Basu
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    Unfortunately yes it would restrict them from viewing that as well.

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  • Claire
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    If I delete a chat will the chat also be removed from analytics? For instance I was testing chats and created a ton of missed chats. I don't want these missed chats to appear in the analytics, so if I deleted all of these tests would they be removed from the reporting? 

    1
  • Prakruti Hindia
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    Hi Claire,

    Deleted chats will still be counted towards total chats and missed chats in Analytics. 

    0

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