You can remove end-user interaction data from your instance for privacy-related reasons. You have the following options, depending on your use case:
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 Menu.
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 Menu.
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.
Click Delete.