Delete calls and the deletion log

When a caller asks for their recording to be removed, for example under a privacy request, you can delete the call from the client’s voice provider in a few clicks. Every deletion is logged with who made it, when, and the reason you give, so you can show the request was handled.

How a call is deleted

Pause

Your client
Asks for a call to be removed
For example, a caller makes a privacy request.
You
Find and open the call
Search Conversations by phone number or conversation ID.
You
Select Delete permanently
From the trash icon on the call page.
Voice AI Portal
Deletes it at the provider
The call, its recording and its transcript are removed from the provider.
Voice AI Portal
Logs the deletion
The Call deletions page shows the call, who deleted it, when and why.

Before you begin

Who can delete. The agency owner can delete calls for every client. A client user can delete calls for the clients assigned to them once the owner turns on Allow call deletion for them. Other users do not see the delete button.
Give a client user the option. Go to Client users, select the edit icon (Manage access & permissions) on the user’s row, turn on Allow call deletion under Permissions and select Save changes. Only the agency owner can change it. See Invite a client user.
The call has ended. Calls in progress cannot be deleted. Wait until the call finishes.
Deletion is permanent. The provider removes the call for good, and it cannot be undone. Download the recording or transcript first if you need to keep a copy. See Conversations and call details.

Delete a call

Find the call

Open the client, select Conversations and search by the caller’s phone number or the conversation ID. See Find a conversation.
Open it

Select the call’s row to open its page.
Select the trash icon

Select the trash icon (Delete call) at the top right of the call page, beside the title. It appears on the call page only, never in the list, so each deletion is a deliberate choice.
Read the warning

The Delete call? dialog reads: “This will permanently delete this call from the underlying voice provider and remove it from future call history. This action cannot be undone.” Select Cancel if you opened the wrong call.
Add a reason (optional)

Under Reason, note why the call is being deleted, for example Deleted at the customer's request or a request reference, in up to 200 characters. The reason shows in the call deletion log, so you have a record of why each call was removed. Leave out phone numbers and names: anything that looks like a phone number is removed from the reason automatically.
Confirm

Select Delete permanently. The button shows Deleting… while the provider removes the call. When it is done, Call deleted successfully. appears and you return to Conversations, where the call no longer shows.

Chats delete the same way, from the trash icon on the conversation page.

What is deleted

The portal asks the client’s voice provider to delete its record of the conversation, which holds the recording and the transcript:

Provider	What is deleted
ElevenLabs	The conversation
Retell AI	The call or the chat
Vapi	The call, the chat with every message in the thread, or the session

For a call placed from an outbound campaign, the portal also clears the called number, transcript and call analysis from its own campaign record. The record stays without them, so the campaign’s totals still add up.

If you send call data to other tools as well, such as a CRM or a spreadsheet, remove it there too.

Messages you may see

Message	What it means
Call deleted successfully.	The provider deleted the call and the deletion is logged.
This call is still in progress. Only completed calls can be deleted.	The call is live. Try again once it has ended.
This conversation no longer exists.	The call was already deleted, for example in the provider’s own dashboard. You return to Conversations.
Failed to delete the call. Please try again.	The provider did not complete the request. The dialog stays open so you can select Delete permanently again.
This conversation couldn’t be deleted right now. Please try again later, or contact support if it keeps happening.	The provider declined to delete this conversation. The dialog stays open: try again later, and check the client’s API key comes from the right provider account.
Please keep the reason under 200 characters.	Shorten the reason, then confirm again.
You don’t have permission to delete calls.	Ask the agency owner to turn on Allow call deletion for you.

Check the deletion log

Every deletion made from the portal is recorded for the client. Only the agency owner can see the log.

Open the client

Open the client whose calls you want to check.
Open Call deletions

Select Call deletions in the client’s menu. The page is called Call Deletion History.
Review the entries

The newest deletion is at the top, and the page shows the 200 most recent.

Column	What it shows
Deleted at	The date and time of the deletion, to the second
Call ID	The provider’s ID for the deleted call. Hover over it to see it in full.
Deleted by	The email address of the person who deleted it
Reason	The reason entered when the call was deleted, if one was given

Before any call has been deleted, the page shows No call deletion events found.

Troubleshooting

Problem	What to do
There is no trash icon on the call page	Only the agency owner and client users with Allow call deletion see it. It is also hidden while you use View as client.
A client user cannot delete calls	Turn on Allow call deletion for them on Client users. It applies to every client assigned to them.
This call is still in progress	Wait until the call ends, then delete it.
Failed to delete the call keeps appearing	Check that the client’s API key is still valid. See Update a provider API key.
Call deletions is missing from the menu	The log is for the agency owner. Ask the owner to check it.
Owner access required	Only agency owners can view call deletion history.
A deleted call still shows in the list	Reload the page to read the list from the provider again.