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When deleted chat incident from Contact record, the Chat ID still showing in chat reports
Answer ID 4855   |   Last Review Date 12/19/2018

When deleting a chat incident from a Contact record, why is the Chat ID associated to the incident still showing in the chat reports?


May 2010 and newer releases


When you delete a chat incident from a contact record, the functionality does not work the same as when a contact record is deleted and all incidents associated with that record are also deleted.

Chats are only purged by the agedatabase utility per the value set in the CHATS_PURGE_DAYS configuration setting.  This setting specifies the age in days of chat records that will be purged by the agedatabase utility. 

For example, when this configuration setting is set to a value of '180', any chats that were created on a specific date would not be purged from the system until 180 days later.  At that time, you would no longer see those chats showing in your reports.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.