Delete or redact a public update when it contains incorrect information, confidential data, or content that shouldn't remain visible to employees.
Removing a public update hides it from the case conversation. It doesn't recall email messages, notifications, or other communications that have already been delivered.
For updates that haven't been delivered yet, use Undo instead.
Before you begin
- Confirm the update has already been sent.
- Verify that the update is a public agent message.
- Determine whether removing the message is more appropriate than sending a correction.
Only Case Managers and Case Administrators can delete or redact public updates.
Delete or redact a public update
- Open the case.
- Locate the public update in the conversation.
- Open the message actions menu.
- Select Delete or redact message.
- Enter the reason for removing the message.
- Confirm the action.
The message is removed from the conversation, and an audit record is created.
What happens next
After you delete or redact a public update:
- The original message is no longer visible in the conversation.
- Employees may still have seen the message or received it through email or another notification channel.
- The reason for removal is recorded in the audit history.
- Case status, assignment, and service levels aren't affected.
If the employee still needs the correct information, send a new public update.
When to delete or redact a public update
Delete or redact a public update when:
- It contains confidential or sensitive information.
- It includes incorrect information that shouldn't remain visible.
- It was sent to the wrong case or contains inappropriate content.
Don't delete or redact a public update simply to improve wording or correct minor mistakes. If appropriate, send a follow-up update instead.
Best practices
- Use Undo if the update is still within the undo period.
- Provide a clear reason for removing the message.
- Send a corrected public update when employees need replacement information.
- Delete or redact messages only when they shouldn't remain part of the case record.
Troubleshooting
| Problem | Try this |
| I don't see Delete or redact message. | Confirm you're a Case Manager or Case Administrator and that the message is a public agent update. |
| The message can't be deleted or redacted. | Check whether the message has already been removed or is still within the undo period. |
| The employee has already seen the message. | Send a follow-up public update with the correct information. Removing the message doesn't recall notifications that have already been delivered. |