Permanently Delete Chats and Attachments

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8 Comments

  • Lauren Williams

    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

    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

    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

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

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  • laura thurston-garry

    What is the alternative to this? I work in an FCA regulated company, and under the MiFID II rules we must retain all communication with customers for 5 years. There is no option to delete any chats, and we cannot give our staff that option. However, they need to review the chat history to enable them to speak to customers on a repeat basis. 

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  • Claire

    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? 

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  • Prakruti Hindia

    Hi Claire,

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

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  • Prakruti Hindia

    Hi Laura, 

    To clarify, are you looking for a way to restrict your agents from deleting attachments? 

     

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