Remove an end-user's interaction data for the web SDK and the mobile SDK
If you use the web SDK or the mobile SDKs, you can remove an end-user's
interaction data from your CCAI Platform instance. To remove all of an
end-user's data, however, you must also delete data such as chat transcripts,
call recordings, and other session-related files from your CRM or external
storage.
To remove an end-user's interaction data for the web SDK and mobile SDKs, follow
these steps:
In the CCAI Platform portal, click Settings > Consumer
Management. If you don't see the Settings menu, click menuMenu.
In the Consumer Privacy pane, enter the ID that identifies the user in
the SDK. You can enter multiple IDs separated by a comma or a space to
delete the data for multiple end-users.
Click Delete.
Remove subject lines from end-user email interactions
If you use the email channel, you can remove the subject lines from an
end-user's email interactions from your instance. To remove all of the email
data for an end user, however, you must also delete their emails from your mail
server.
When email subject lines are removed, agents see Subject removed for privacy
in the subject line.
To remove subject lines from end-user email interactions, follow these steps:
In the CCAI Platform portal, click Settings > Consumer
Management. If you don't see the Settings menu, click menuMenu.
In the Consumer Privacy pane, enter either the end-user's CRM contact ID
or their CCAI Platform ID. You can enter multiple IDs separated by
a comma or a space to delete the data for multiple end-users.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[],[],null,["# Remove end-user data\n\nYou can remove end-user interaction data from your instance for privacy-related\nreasons. You have the following options, depending on your use case:\n\n- [Remove end-users' interaction data for web SDK and mobile SDKs\n users](#remove-data-for-sdk)\n\n- [Remove subject lines from end-user email\n interactions](#remove-subject-lines-from-email-interactions)\n\nRemove an end-user's interaction data for the web SDK and the mobile SDK\n------------------------------------------------------------------------\n\nIf you use the web SDK or the mobile SDKs, you can remove an end-user's\ninteraction data from your CCAI Platform instance. To remove all of an\nend-user's data, however, you must also delete data such as chat transcripts,\ncall recordings, and other session-related files from your CRM or external\nstorage.\n\nTo remove an end-user's interaction data for the web SDK and mobile SDKs, follow\nthese steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Consumer\n Management** . If you don't see the **Settings** menu, click menu **Menu**.\n\n2. In the **Consumer Privacy** pane, enter the ID that identifies the user in\n the SDK. You can enter multiple IDs separated by a comma or a space to\n delete the data for multiple end-users.\n\n3. Click **Delete**.\n\nRemove subject lines from end-user email interactions\n-----------------------------------------------------\n\nIf you use the email channel, you can remove the subject lines from an\nend-user's email interactions from your instance. To remove all of the email\ndata for an end user, however, you must also delete their emails from your mail\nserver.\n\nWhen email subject lines are removed, agents see *Subject removed for privacy*\nin the subject line.\n\nTo remove subject lines from end-user email interactions, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Consumer\n Management** . If you don't see the **Settings** menu, click menu **Menu**.\n\n2. In the **Consumer Privacy** pane, enter either the end-user's CRM contact ID\n or their CCAI Platform ID. You can enter multiple IDs separated by\n a comma or a space to delete the data for multiple end-users.\n\n3. Click **Delete**."]]
