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Delete a contact in Chatarmin CX when your organization has approved a customer data deletion request. The action permanently removes the contact and their support history from cx, but it does not purge third-party systems.

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Before you begin

  • Follow your organization’s approved identity-verification process. Do not rely only on information included in the deletion request.
  • If you cannot verify the requester or the scope is unclear, stop and escalate the request to your privacy owner.
  • Confirm that your role has the Delete contacts permission (contacts.delete). The UI hides deletion actions without it, and the API also rejects unauthorized deletion requests.
  • Review every contact record in scope, including possible duplicates, before selecting anything.
  • Complete any audit or legal steps your organization requires outside cx before deletion.
Deletion in cx is permanent. You cannot restore the contact, tickets, messages, or other deleted core records after confirmation.

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Review the deletion scope

Deleting a contact permanently removes the contact’s core data from cx, including:
  • The contact profile, identifiers, tags, and custom contact fields
  • Tickets and messages linked to the contact
  • Other core records that depend on that contact
Some first-party operational or legal records may be retained when required by your organization’s policy or applicable obligations. Where supported, cx removes the link to the deleted contact instead of deleting those records. This page does not define your retention obligations; confirm them with your privacy owner. Deletion in cx does not purge Shopify, Klaviyo, an ERP, a messaging provider, or any other third-party system. Review each connected system separately and follow its deletion process when it is in scope.

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Delete one contact

1

Open Contacts

Go to Contacts in the sidebar, or open Contacts.
2

Review the contact

Search for the person, open their profile, and confirm that the profile and linked support history are in the approved scope.
3

Delete and confirm

Click Delete. Review the confirmation, verify that it names one contact, and confirm the permanent deletion.
4

Verify the result

Wait for the success message. Search Contacts again and confirm that the deleted contact no longer appears.
You can also open a contact from the customer panel in a ticket and use the same Delete action.

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Delete contacts in bulk

Bulk deletion applies to the contacts selected on the current page only. It does not automatically include matching contacts on other pages.
1

Select the current-page contacts

In Contacts, select each approved contact or use the current-page selection control. Review the selected rows before continuing.
2

Check the exact count

Start the bulk delete action and compare the exact count in the confirmation with your approved deletion list. Cancel if the count or selection is wrong.
3

Confirm the permanent deletion

Confirm only after the count and selected contacts match. cx permanently deletes the selected contacts and their linked core records.
4

Verify the result

Search for the deleted contacts and confirm that none of the selected records remain. If your scope spans more pages, review and process each page separately.

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External effects

  • Complete required deletion or update steps in every third-party system separately.
  • Do not assume that deleting a contact in cx cancels orders, subscriptions, deliveries, refunds, or other external business processes.
  • If an integration later sends the person’s data to cx again, a new contact or support record may be created. Update the source system when your approved process requires it.

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Verification and records

After deletion:
  1. Search Contacts using the identifiers covered by your approved verification process.
  2. Confirm that the deleted contact and linked tickets are no longer available in cx.
  3. Confirm completion in each in-scope third-party system.
  4. Record only the operational evidence your policy requires, outside the deleted cx contact. Do not recreate unnecessary personal data in the audit record.

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Recovery and escalation

Deleted cx data cannot be recovered. If you deleted the wrong contact, stop further deletion work and notify your privacy owner immediately. Do not recreate the contact from memory or copy data back from another system unless your approved recovery process authorizes it. Escalate to your privacy owner when:
  • The requester’s identity cannot be verified
  • The request, contact match, or deletion scope is uncertain
  • Retention, legal hold, or audit requirements may apply
  • The confirmation count does not match the approved list
  • Verification after deletion shows remaining or recreated data

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Troubleshooting

I do not see Delete Check Settings → Permissions, or open permissions. Your role needs Delete contacts (contacts.delete). The same permission is enforced by the API. The customer has more than one contact record Review every possible match under your organization’s approved identity-verification process. Include only records confirmed to belong to the requester and covered by the approved scope. Escalate uncertainty instead of guessing. Data still appears in an external tool This is expected until that system’s own deletion or update process is completed. Deletion in cx does not purge third-party systems.