# Permanent deletion of retained customer data

Permanently remove a retained deletion copy and the associated stored resources identified for cleanup.

*Release 3.3 · admin, visitor*

**Settings › Account › Operators**

## What it is

**Permanent Delete** removes the retained copy used to recover an earlier deletion. It also requests removal of associated stored resources identified in that copy, such as attachments or image thumbnails. Once the recovery copy is removed, **Recover** cannot restore the item from it.

## Who uses it and why

Administrators responsible for personal-data handling use the action to complete removal of retained deleted information. Visitors may be affected when your organisation completes a deletion request on their behalf.

## Where to find it

Open **Audit › Recover** and find the previously deleted item. Its actions include **View**, **Recover** and **Permanent Delete**.

Users with the **Settings** or **Manager** role manage access to the recovery workspace through **Audit** and **Recover Deleted Items** under **Settings › Account › Operators**.

## How it works

1. Find the item in **Audit › Recover**, using its deletion date range.
2. Review the item with **View** if needed.
3. Select **Permanent Delete**.
4. Confirm the prompt asking whether you want to permanently delete the data.

INSIDE uses the retained information to identify associated resources for cleanup. Depending on the item, these can include attachment files, image thumbnails, stored video and raw email resources. An individually deleted voice-recording message can also trigger deletion at its recording provider.

The process removes the recovery copy when it completes and records the manual permanent-deletion activity. If deletion of an individual voice recording fails at the provider, INSIDE retains the recovery copy so the operation can be retried.

## Configure it

A user with the **Settings** or **Manager** role can review **Audit** and **Recover Deleted Items** under **Settings › Account › Operators**. The reviewed permission editor has no separate **Permanent Delete** switch.

Powerfront can confirm your account's storage and automatic-retention arrangements. The recovery-time setting determines which items appear in **Recover**; it is not a completion report for permanent erasure.

### Permissions

| Permission | Lets you |
|---|---|
| Audit | Opens the Audit workspace. |
| Recover Deleted Items | Shows the Recover workspace, where retained items have a Permanent Delete action. |

## Limits and good to know

- Permanent deletion removes the recovery route. Confirm the item and scope before proceeding.
- Earlier deletion can preserve statistical information, links and deletion notices. Removing the recovery copy does not mean every record of the interaction disappears.
- Cleanup depends on the associated resource information retained with the item.
- This action does not establish deletion from external CRM systems, every backup or all other services that may hold copies.
- An error may need Powerfront investigation, especially when a recording or file provider cannot complete removal.

## Depends on and works with

### This feature uses

- **Requires** [Audit search for retained customer records](REP-021.md): Audit Recover provides the retained-item list and Permanent Delete action.
- **Requires** [Customer data deletion and recovery](SEC-019.md): Manual permanent deletion acts on a retained copy from an earlier recoverable deletion.
- **Configured in** Admin settings and feature switches (managed by Powerfront): The recovery period controls which retained items appear for manual permanent deletion.
- **Configured in** [Roles and permissions](ADM-008.md): Audit recovery access determines whether the relevant controls are shown.
- **Works better with** [Attachments in conversations](CHAT-018.md): Cleanup can remove retained attachments and image thumbnails identified by the deleted item.
- **Works better with** [Incoming email and ticket replies](CHN-025.md): Retained raw email resources can be included where the deletion copy identifies them.
- **Works better with** [Call recording](RTC-013.md): An individually deleted voice-recording message can trigger permanent removal at its recording provider.
- **Works better with** [Personal data retention and automatic deletion](SEC-021.md): Automatic personal-data retention can invoke permanent cleanup after deleting visitor information.

### Used by

- **Required by** [Personal data retention and automatic deletion](SEC-021.md): Automatic visitor cleanup includes permanent deletion without a separate manual Audit action.
- **Enhances** [Customer data deletion and recovery](SEC-019.md): Permanent Delete removes the retained recovery copy and associated retained resources.
- **Related** [Audit search for retained customer records](REP-021.md): Permanent deletion removes the retained copy that Audit Recover would otherwise restore.

## FAQ and troubleshooting

### Can I undo Permanent Delete?

Once the recovery copy is removed, INSIDE cannot recover the item from it.

### Why can I still see a deletion notice or historical count?

Earlier deletion can preserve statistical or linking information. **Permanent Delete** removes retained recovery information and identified resources rather than every indication that an interaction occurred.

### Why is the item still in Recover after an error?

Cleanup may not have completed. For an individual voice recording, a failed provider deletion deliberately retains the recovery copy. Ask Powerfront to investigate before assuming removal is complete.

### Does the recovery period prove the item was permanently erased?

No. It controls availability in the recovery list. Ask Powerfront to confirm the applicable permanent-cleanup process.

### Does this delete the customer's data from our CRM too?

This action does not establish erasure from external CRM systems. Handle those systems through your organisation's applicable deletion process.