Retain full conversation history automatically, with the option to hide messages from reps (admin-only access)
A
Andres Saiz
Problem: Today, if a conversation or message is deleted, it is gone for good. And if we don't want reps to see the full history of a contact, our only option is to delete it. That forces us to choose between protecting data and keeping our records for compliance, QA and dispute resolution.
Request:
- Automatic retention: save the full conversation history (SMS, email, calls/voicemails, chat, social DMs) automatically, even if a message or thread is deleted or hidden.
- Hide instead of delete: let admins (or a workflow action) hide specific messages, a date range, or an entire thread from users/reps without deleting it.
- Permission-based visibility: add a user permission such as "View full conversation history" so reps only see what is visible, while admins can still see everything.
- Admin archive/restore: give admins a place to view, search, export and restore hidden or deleted messages, plus an audit log of who hid/deleted what and when.
Why it matters: compliance and record-keeping, protection against accidental or malicious deletion, cleaner rep views, and full history available whenever we need it.
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