Delete Chat Transcripts to Comply with General Data Protection Regulation (GDPR)

Sometimes, your customers may request you to delete a chat conversation for various reasons related to data protection and privacy.

Customers may have shared their personal information through chat while resolving an issue or otherwise. And later they may want you to delete the information. If they're located in the European Union (EU), they're governed by General Data Protection Regulation (GDPR) regulations. One of the GDPR regulations is the right to erasure or the right to be forgotten. In such cases, you can manually delete the corresponding chat transcripts.

Note: If you're an administrator, you have the privilege to delete chat transcripts. But if you have any other role, you can delete chat transcripts only if your administrator has added the privilege to your role. If you're unable to delete chat transcripts, you must contact your administrator.

To manually delete chat transcripts:

1. Open the Interaction History tab from the relevant account, contact, or service request (SR) record.

2. Drill into the associated wrap-up record of the chat interaction for which you want to delete the transcript.

3. The Chat Wrap Up window displays the chat details.

4. Click Show Transcript to view the chat transcript.

5. Confirm whether this is the transcript that you want to delete.

6. Click Delete to delete the chat transcript.

Note: After you delete the chat transcript, the interaction and wrap-up record is retained. But the chat transcript shows a blank window and displays the message Chat Transcript Deleted, along with the deletion date.