Sometimes incoming messages from contacts may contain sensitive information, errors, or irrelevant content that agents should be able to remove from the chat history for compliance, privacy, or clarity. However, the platform does not allow agents to delete these messages once received.

Provide agents with the ability to delete or hide incoming messages from the conversation view within the platform. Deleted messages could:

1. Be permanently removed from the conversation, or

2. Be replaced by a marker (e.g., “Message deleted by agent”).

This feature enhances control over chat cleanliness, protects sensitive data, and improves operational accuracy during live conversations.