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Discard a message interaction

Discard a message interaction

AI-generated summary

Genesys Cloud enables agents to permanently discard unwanted messages. From the Active Interactions list, agents can select a message and click End Messages to discard it. This removes the message interaction and no longer makes it retrievable.

PrerequisitesClick to expand

Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
Web messaging: Conversation > Webmessaging > Create, View, and Accept permissions
Other messaging channels: Conversation > Message > Create or View and Accept permissions

Warning: This action is permanent. You cannot retrieve a discarded message.

To discard a message that your company regards as spam or undesirable, perform the following steps:

From the Conversations roster, click the message you want to discard.
Click the End Messages.
Complete any required after contact work.

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