Permanently Delete Chats and Attachments

Have more questions? Submit a request

10 Comments

  • Lauren Williams
    Comment actions Permalink

    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

    0
  • Abhiroop Basu
    Comment actions Permalink

    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.

    0
  • Lauren Williams
    Comment actions Permalink

    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?

    0
  • Abhiroop Basu
    Comment actions Permalink

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

    0
  • Claire
    Comment actions Permalink

    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
    Comment actions Permalink

    Hi Claire,

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

    0
  • Jess Hartley
    Comment actions Permalink

    Is it possible to report on or search for chats that have attachments (either sent or received)? We want Supervisors to be able to easily find chats with attachments so they can review them.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Jess,

    I did some digging on my end and it doesn't look like there's a way to pull a list of chats that have an attachment available through the interface or the Chat API.

    I'll pass this feedback along to our Product Managers so they're aware of this need.

    Cheers!

    0
  • Derk Hup
    Comment actions Permalink

    Hello Zen-specialists,

    Is it possible to auto-delete chats after 3 or 4 months? This was a feature in previous versions. I would be good to make it possible again because of privacy laws in many  countries.

    Kind regards from Holland,

    Derk

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Derk,

    We reached out to our Chat team and it looks like there's no bulk delete conversation option available at this time. That being said, you could use the Rest API along with a custom script to delete these over time.

    Keep in mind that REST APIs are limited to 200 calls per minute, so it could take some time for all of your Chat conversations to be removed.

    I hope this points you in the right direction!

    0

Please sign in to leave a comment.

Powered by Zendesk