Deleting Records

Users can delete individual messages and entire communications from the Inbox.

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What Can Be Deleted

The following record types support deletion from the Inbox:

• SMS messages
• Email messages (inbound and outbound)
• Chat messages
• Call records

Both recognized communications (linked to a patient or contact) and unrecognized communications (not yet linked to any patient) can be deleted.

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How to Delete a Record

To delete a message or communication, hover over the item in the Inbox to reveal the action menu, then select Delete.

A confirmation dialog appears asking "Delete Message?" with the message: "Are you sure you want to delete this message? It will be permanently deleted for all users." Click Confirm to proceed or Cancel to abort.

After confirming, a short window appears — users have 15 seconds to undo the deletion before it is finalized. Once the window closes, the record is replaced by a placeholder that shows the timestamp and the name of the user who performed the deletion.

The placeholder remains visible in the conversation thread so that the history of the communication is preserved for context, even though the content itself is no longer accessible.

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Audit Logging

All delete actions are recorded in the audit log, including the timestamp and the user who performed the deletion. This ensures a complete and auditable record of activity in the Inbox.

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Related Topics

• Inbox — Inbox overview and general usage
• Manage Unrecognized Communication — handling unrecognized senders