Inbox & Conversations
Deleting Messages
Who can delete messages, what happens when a message is deleted, and what customers see.
Sometimes you need to remove a message from a conversation - a typo, accidental send, or sensitive information shared in error.
Who can delete what
| Role | Can delete |
|---|---|
| Admin / Owner | Any message in any conversation, including messages sent by other agents |
| Agent | Only their own outgoing messages |
Incoming customer messages cannot be deleted by any agent. Contact records also cannot be modified this way.
Private notes follow the same rules: admins can delete any note, agents can only delete their own.
How to delete a message
Hover over the message in the thread. A context menu (three dots) appears on the message bubble. Click it and select Delete message.
You’ll be asked to confirm. Once confirmed, the message is removed immediately.
What customers see
When an agent deletes an outgoing message that was already delivered to the customer:
- The message disappears from the customer’s widget in real time - no page refresh needed.
- The customer sees a blank space or the message is simply removed from the thread.
Deleting a private note has no visible effect on the customer side because notes are never sent to the widget.
Webhooks
A message.deleted webhook fires when a message is deleted. If you have webhook integrations, they will receive this event with the message ID so you can sync your systems.
Deletion is permanent and cannot be undone. If you need to correct a message, consider sending a follow-up rather than deleting the original when the customer has already read it.
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