Guide
Trash & deleting conversations
Clear finished or unwanted conversations out of your inbox without losing anything. Trash keeps them safe, brings them back the moment a customer replies, and lets owners permanently delete when you really mean it.
Where to find it
Trash is part of the inbox — there's no separate page to learn.
Open the Trash view
In the inbox, use the status filter (where you pick Open, Pending, Closed or All) and choose Trash. That's the one place everything you've removed lives.
Trash a single conversation
Open the conversation, click the ⋯ menu at the top of the sidebar, and choose "Move to Trash". It disappears from your inbox straight away.
Trash several at once
Tick the conversations in the list, then click Trash in the bulk action bar that appears at the top.
What “Move to Trash” does
Think of it as archiving. The conversation leaves your inbox, but it's kept in full and can always come back.
Hidden, not lost
Moving a conversation to Trash removes it from your inbox, search, and every count — but nothing is deleted. Every message, note, tag, attachment, and the full history stays exactly as it was.
Always reversible
Trash is a safety net, not a shredder. You can restore any conversation at any time and it comes back to your inbox untouched.
Your reports don't change
Trashing a conversation never rewrites the past. It still counts in your reporting, so last month's response times and volumes stay the same — even after you tidy up.
A customer replies? It comes right back
You'll never lose a customer because a conversation was tidied away. If someone messages you again on a conversation you've trashed, Sonny automatically brings it back to your inbox.
New chat message or email reply
Whether it's a returning visitor typing in the widget or a reply to an email thread, the conversation restores itself and reappears in your inbox with the new message attached.
No duplicates, no split history
The reply reattaches to the original conversation instead of starting a new one, so everything the customer has ever said to you stays together in a single thread.
Restoring by hand
Want something back before the customer writes? Switch to the Trash view, then:
- Open a conversation and choose Restore from the ⋯ menu, or
- Tick several conversations and click Restore in the bulk action bar.
Restored conversations return to your inbox exactly as they were — same status, assignee, tags, and history.
Deleting forever
This can't be undone. Permanently deleting removes the conversation and all of its messages for everyone in the workspace. Use it for spam or test chats — for anything real, Trash is safer.
From the Trash view, open a conversation and choose Delete permanently from the ⋯ menu, or select several and click Delete forever in the bulk bar. Sonny always asks you to confirm first.
Only owners and admins can permanently delete. Agents can move conversations to Trash and restore them, but the “Delete forever” option won't appear for them.
Even after a permanent delete, your workspace's activity log keeps a record that it happened — so there's always an audit trail of who removed what.
Who can do what
Trash actions follow your team roles. Viewers have read-only access and can't take these actions.
| Move to Trash | Owners, admins, and agents |
| Restore | Owners, admins, and agents |
| Delete forever | Owners and admins only |