Trash, restoring a deleted record, and erasing a person

Deleting a contact, company, deal, case or a record of one of your own kinds puts it in Trash. Nobody sees it there, nothing is sent to it, and nothing acts on it, but nothing of it is lost: its links, notes, calls and history wait with it. It is kept 30 days, and then deleted for good. Erasing a person at their request is a different act, and it does not come back.

Delete a record

On the record's page, open More and choose Delete. The page says what stays and asks once. Press Move to Trash. Where the record was, a line says Moved to Trash, with Undo. Undo puts it back at once.

You can delete a record if your role may delete that kind of record. Deleting several at once from a list needs the bulk delete permission as well. Those also go to Trash, and Undo on the list puts back the whole change.

Restore from Trash

Settings › Records and data › Trash lists what was deleted and is still kept, newest first. Each row says what it is, who deleted it and when, and the day it goes for good. Filter by type, by who deleted it, or by the day. You see the records you could reach before they were deleted.

Press Restore on a row, or tick several and press Restore the chosen. A restored record comes back exactly as it was, with every link.

Sometimes something is in the way:

• A contact with the same email address was added since. Press Restore anyway: the contact comes back beside the other, and ContactRoll offers to merge the two.
• Another company now has the same domain, or another record holds the same id from your product or Stripe. Restore anyway brings the record back without that identifier.

If a customer writes in or calls again while their contact or case is in Trash, it comes back by itself.

Delete now

Owners and Administrators see Delete now on each row. It ends the 30 days at once, and cannot be undone. A contact who has cases, calls or deals is erased instead: those stay, under "Deleted contact".

Erase this person

When a person asks to be forgotten, an Owner or an Administrator opens their contact, then More › Erase this person. Download their file first if they asked for a copy: the download is on the same screen, just above.

Type their email address exactly (their name, if they have none). The Erase button works only once it matches. It happens at once:

• Their name, email address, phone numbers and custom values go, with their consent, lists, segments, sequences, scores, clicks, sign-ups and survey answers, the emails sent to them one to one, and the mail and meetings logged with them. Recordings of their calls are deleted at Twilio, and the transcripts' words with them.
• Their cases, calls, deals and the team's notes stay, under "Deleted contact", so your history is whole. Their replies stay as the case's text, with their address taken off. Each call keeps when it was and how long, and says "number erased".
• Their address is kept only as a suppression, so nothing is ever sent to it again.

The audit log records the erase, and every Owner gets a security alert. Neither holds a word of the person's.