Administrators can redact a specific or group of messages and attachments using the ‘Redact Messages and Attachments’ option on the Agent Dashboard. 

To redact and delete messages from the Dashboard:

  1. Navigate to the Issue with the message or attachment you want to redact.
  2. Click on the ••• at the bottom right, and select the ‘Messages and Attachments Redaction’ option.

  3. Select the specific Messages and Attachments you want to redact by clicking on the checkbox next to each of them. You can optionally ‘Select all messages’ and ‘Select all attachments’ by clicking on the respective options at the bottom.

  4. Click on the ‘REDACT’ button.
  5. The Redaction Confirmation dialog box appears to confirm the redaction, with the option to ‘Add Private Note’ for future reference.

  6. Click on ‘REDACT’ to confirm redaction, or ‘CANCEL’ to cancel.
  7. Messages and attachments that were redacted will display as ‘Redacted’ on the Agent Dashboard.

Permission Settings
Administrators can optionally grant Agents and Supervisors the permission to redact messages and attachments.

To grant access:

  1. Click on the Settings icon on the Dashboard.
  2. Navigate to Permissions under Organization.
  3. In the Feature Access table, you can enable/disable Supervisors and/or Agents access by turning the toggle on.

Once Supervisors and Agents have access, they will see ‘Redact Messages and Attachments’ option on the Agent Dashboard.