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Archiving, Deleting and Erasing

Three different actions, three different outcomes. Pick the one that matches what you actually want.

Archive​

Moves the contact to the Archived folder. They still exist, can still be called, and still appear in that folder and in pickers. Use it to keep your working lists tidy.

Select rows on the contacts page and click Archive.

Delete​

Open a contact and use Delete contact. It removes them from every list, search and picker.

  • If they have never had a call, a chat or a lead, the record is removed outright.
  • If they have any history, the record is kept out of sight so that your call history, transcripts and billing stay readable. The contact simply stops appearing anywhere you would pick or dial someone, and support can put it back.

Either way the phone number and email address are released, so the same person can be added again later as a fresh contact.

Deleting in bulk​

Deleting in bulk is a different action with a harsher outcome, so read this before you use it.

It is available only inside the Archived folder. Select rows there and click Delete in the toolbar. Anything in the selection that is not archived is skipped without comment.

  • The record is always removed outright, whether or not the contact has any history. There is no kept-out-of-sight version on this path.
  • Calls and chats are kept, but they stop showing who they were with. The recordings, transcripts and messages survive; the link to the person does not.
  • A contact who has been recorded as a lead on a campaign cannot be removed this way. The deletion fails, and it takes the rest of that batch with it.
  • Selecting more than 100 contacts asks you to type DELETE before it will run.

If you want the history to keep pointing at the person, delete them one at a time from their own page instead.

Erase​

For a subject access or right to be forgotten request. Every name, address, field value and the original imported row is cleared and cannot be recovered. Erasing also removes the contact from your lists, in the same way a delete does. Calls and chats stay, attributed to an erased contact, so your own records remain complete and auditable.

Open a contact and use Erase personal details.

Erasing the same contact twice keeps the original erasure date, which is the record of when the request was carried out.

Export one person's data​

Export everything on a contact's page downloads a single JSON file, named contact-<id>.json, containing the contact, every call with its transcript, every chat with its messages and form answers, any leads, and the time the file was produced. It is intended to be handed straight to whoever asked for it.

Export a list of contacts​

To export a list as a spreadsheet instead, select rows on the contacts page and use Export…. The columns on offer are the built-in fields, your own fields, and the record columns Folder, Source, Campaigns and Created. An export can carry up to 50 of them.