Agents connected to an Email (any mailbox) account can delete email in two ways:
Move to Trash
Any agent with Organise access or higher can move email to Trash. Nothing else needs to be turned on.
Allow permanent delete
Permanent delete is off for every agent until you turn it on.
- In the customer portal, open Integration and find Email (any mailbox).
- Open the access settings for the agent.
- Make sure its access is Organise or higher.
- Expand Advanced and turn on Allow permanent delete.
- Confirm when asked.
The agent is then labelled Can delete for good.
Turning Allow permanent delete off again only stops future deletes. Email that was already deleted can’t be recovered.
Safety limits
- An agent can permanently delete up to 25 emails in one go, and can empty Trash or Junk in small batches.
- Each mailbox has a daily limit on permanent deletes. If an agent reaches it, nothing more is deleted until the limit resets.
- Moving email to Trash doesn’t count toward the limit, because it can be undone.
Related pages
