Rules
The Rules tab is where you create and manage purge rules. Each rule defines which conversations to target and how long to retain them.
Managing existing rules
Rules are listed with their name, scope, and retention period. Each rule can be toggled on or off individually using its toggle, or edited and deleted via the ⋮ menu.
Bot chat rules are marked with a "Bot" badge. These work differently from regular rules — bot chats are deleted immediately after the retention period ends, with no grace period.
Adding a new rule
Click + Add rule.
Enter a name and ensure the rule is set to Active.
Choose the scope — what type of conversations this rule applies to:
Shared Inboxes — all shared inboxes in the workspace
Custom Inboxes — specific inboxes you select
Bot Chats — conversations handled by bots
Add conditions to filter which conversations are targeted, using fields such as Tag, Category, Inbox, or Status. For bot chat rules, you can optionally filter by a specific bot — leave conditions empty to apply the rule to all bots.
Set the retention period — conversations older than this value will be queued for purging.
Optionally enable Close conversation on purge (not available for bot chat rules).
Review the timeline summary to confirm the total time to permanent deletion.
Click Submit.
Warning: Deletion is permanent. Conversations matched by a rule cannot be recovered once deleted. Use Upcoming Purges to cancel any pending deletions before the grace period ends.
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