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Someone who chatted on your website can ask to see what you hold about them, or ask you to delete it. Their contact in the CRM has both: Download chats for a copy, and Erase this person’s chats to remove them. This guide erases the test chats of a test visitor, Dana Example. Only account owners and admins see these buttons.

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Find the person

Click CRM in the left rail, then Contacts, and open the person’s contact. Search by their name or email if you have many. At the bottom of the left column is Website chat privacy.
Website chat privacy: For a request from this person to see or delete their chats, with Download chats and Erase this person's chats, outlined

Website chat privacy, on the contact

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Send them a copy

Click Download chats. A file downloads with everything your website chats hold about this person: their messages, the pages they chatted from, and what they typed in. Send it to them.

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Erase their chats

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Check what will be deleted

Click Erase this person’s chats. Nothing is deleted yet: first you see exactly what will go, and what stays, such as the contact itself, appointments and emails. If a chat is still open, it says so. Click Continue.
Erase Dana Example's website chats? This deletes, for good: 1 website chat, 11 messages, 0 uploaded files, 1 chat visit, 1 chat record or task in the CRM, 1 alert about these chats. 1 chat is still open. The contact, appointments, call records and email or text conversations are kept. A note on the contact will say the chats were erased. Cancel and Continue

What the erase deletes

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Keep or clear their details

Choose Keep them if the person only asked about their chats. Choose Clear them too if they asked to be forgotten entirely: their name and email are removed from the contact as well.
Also clear Dana Example's name and email from the contact? Use this when the person asked to be forgotten entirely. Choose Keep them if they only asked about their chats. Keep them and Clear them too

Their name and email, too?

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Type ERASE

Type ERASE and click Erase. This cannot be undone.
Type to confirm: Type ERASE to erase 1 chat. This cannot be undone. ERASE typed in, outlined, with Cancel and Erase

The last check

1 website chat erased confirms it. Reload the contact: the chat is gone, and a note records when and by whom it was erased, so you can show you answered the request.
Website chats erased: 1 website chat was erased at this person's request by Jamie Holloway on 2026-10-23. Their messages, files and chat sessions are gone and cannot be recovered

The note left on the contact

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Good to know

  • Old chats can go on their own. Under Helpdesk, Setup, Settings, Website chat history sets how long chats are kept before they are deleted every night.
  • Emails and texts with the person are not part of this. Delete them from their own conversations if asked.