# Redacting and permanently deleting conversation data

Remove selected visitor message text from the visible conversation and restrict sensitive data according to operator access.

*Release 3.3 · operator, supervisor*

**Conversation › selected visitor message text › Delete** · **Settings › Account › Operators** · **Settings › General Settings › Website**

## What it is

You can delete selected text from a visitor message when your access permits it. INSIDE replaces that text with asterisks in the conversation. Separately, display restrictions can hide personal information from an operator who is not allowed to view it.

## Who uses it and why

Operators remove sensitive text accidentally shared in chats they handle. Supervisors with the appropriate permission can remove text from accessible conversations. Users with the **Settings** or **Manager** role control deletion access and personal-data visibility. Users with the **Settings** role control recovery time.

## Where to find it

Select text in an eligible visitor message and choose **Delete**. INSIDE opens **Permanently Delete Data** with a preview of the selected text and **Yes, Delete** for confirmation.

Users with the **Settings** or **Manager** role manage **Can erase message content** and **Can view Customer PII and Conversation Data** in **Settings › Account › Operators**. Users with the **Settings** role manage the recovery period and credit-card masking options in **Settings › General Settings › Website**.

## How it works

1. Open the conversation and select only the visitor text that needs removal.
2. Choose **Delete** and check the selection in **Permanently Delete Data**.
3. Choose **Yes, Delete** to replace the selected text with asterisks.

When **Operator deleted data recovery time (days)** is positive, INSIDE retains the removed text in its deletion recovery record until the configured permanent-deletion date. The default recovery time is 30 days. A value of zero skips that recovery retention.

Display masking is different. Without personal-data viewing permission, conversations assigned to someone else can have their subject, summary, visitor identity, message text and support conversation content masked. Assignment to you can change that view. Automatic credit-card masking can also cover message text, translated content and quoted reply values.

## Configure it

Ask someone with the **Settings** or **Manager** role to grant **Can erase message content** where required. Ordinary operators use it on assigned chats; users with the **Manager** role have broader access to the available deletion tools.

With the **Settings** role, set the recovery time according to your website's policy. The settings screen accepts values from 0 to 90 days. Configure personal-data viewing permissions and credit-card masking separately.

With **Use CC Masking Exclusions** enabled, maintain the exception list beneath that control. Exceptions change what automatic masking recognises and should be checked with someone who has the **Settings** role.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Operator deleted data recovery time (days) | Settings › General Settings › Website | website | 30 days | Settings role | Retains deleted text in the recovery record for the configured period before permanent deletion; zero skips this recovery retention. |
| Disable Credit Card Number Masking | Settings › General Settings › Website | website | Off | Settings role | Disables the configured automatic credit-card masking behaviour. |
| Use CC Masking Exclusions | Settings › General Settings › Website | website | Off | Settings role | Enables configured exceptions to credit-card number masking. |
| CC Masking Exclusions | Settings › General Settings › Website | website | Not set | Settings role | Lists the exceptions applied when credit-card masking exclusions are enabled. |
| Use PCI DSS for CC masking | Settings › General Settings › Website | website | Off | Settings role | Limits unmasked credit-card digits to the last four when the corresponding masking mode is applied. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Allows access to Operators to manage operator permissions and Website to configure recovery time and credit-card masking. |
| Manager | Allows access to Operators to manage operator permissions. |
| Can erase message content | Enables text deletion for operators on assigned chats and users with the Manager role on accessible conversations, subject to the available UI. |
| Can view Customer PII and Conversation Data | Controls whether the operator can view personal information and conversation data without the applicable display restrictions. |

## Limits and good to know

- The confirmation title does not mean every copy is immediately erased. A positive recovery period retains the deleted text temporarily.
- Masking a reader's view does not delete the stored original.
- Selected-text deletion is not a confirmed way to erase attachments, prior exports, CRM copies or all translated and quoted copies.
- Use the wider personal-data deletion process when the request concerns the entire customer record.

## Depends on and works with

### This feature uses

- **Configured in** Admin settings and feature switches (managed by Powerfront): Admin settings determine how long deleted text remains recoverable before permanent deletion.
- **Configured in** [Roles and permissions](ADM-008.md): Operator permissions control the available deletion and personal-data actions.
- **Configured in** [Operator settings](ADM-010.md): Operator settings control permission to erase message content and view personal data.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Personal-data permissions determine restricted conversation views.
- **Configured in** [Credit card masking](SEC-017.md): Automatic credit-card and number masking has separate settings and exclusions.
- **Related** [Transcripts by email and print](CHAT-025.md): Previously shared transcripts need separate review when deleting sensitive conversation text.
- **Related** [Customer data deletion and recovery](SEC-019.md): Use the wider personal-data deletion process for requests covering an entire customer record.

### Used by

- **Related** [Customer data deletion and recovery](SEC-019.md): Selected-text redaction provides a narrower action than deleting a whole customer record or conversation.

## FAQ and troubleshooting

### Why is Delete unavailable on a visitor message?

Check **Can erase message content**, conversation assignment and your role. The selected message must also support the text-selection action.

### Why does another operator see different information?

Personal-data permissions and ownership can change the returned view. Ask someone with the **Settings** or **Manager** role to compare **Can view Customer PII and Conversation Data**.

### Has Yes, Delete removed every copy immediately?

No. The visible text is replaced, but a configured recovery period can retain the removed text. External copies and other forms of the content require separate review.