insideDM

Close, reopen or delete a chat

3 min readUpdated 9 Oct 2026

In short

There’s no close button: each customer has one ongoing chat, and when you’ve finished replying you press “Hand back to AI”. A chat moves back to the top on its own when the customer writes again. To remove one for good, open it, press ⋮ and choose “Delete conversation…”.

Where it isInteractionConversations

In insideDM a chat isn’t a ticket you open and close. Each customer has one ongoing chat on each channel, and everything they send carries on in it.

When you’re done with a chat

  • You took it over and you’ve finished replying? Press Hand back to AI. That ends your part, and your agent answers from the next message. See Take a chat over and hand it back.
  • Nothing more to say? Leave it. It slides down the list as newer messages come in. You don’t need to tidy anything away.
  • Want to come back to it later? Star it. Open the chat, press the star at the top, and it shows under Favorites, a filter only you see.

Bring a chat back

You don’t need to reopen anything. When the customer writes again, their chat moves to the top of the list with the earlier messages still in it.

To find an older chat now, search for something said in it, or press Load more at the bottom of the list.

Chats your agent sets aside as scam or spam

When your agent decides a message is a scam or spam, it doesn’t reply — a reply only invites more. The chat leaves your list, and it stays closed: if that person writes again, the chat doesn’t come back and your agent stays silent.

Delete a chat for good

Deleting removes the chat and every message in it. It can’t be undone.

  1. Go to Interaction › Conversations and open the chat.
  2. Press ⋮ at the top right.
  3. Choose Delete conversation….
  4. Read the warning — “This permanently deletes the conversation and all its messages. This cannot be undone.” — and press Delete permanently.

The chat disappears from your list. A few things to know:

  • The customer isn’t told. Nothing is sent to them, and their own copy of the chat on Instagram or WhatsApp stays as it is.
  • The person stays in Contacts. Deleting a chat doesn’t delete the customer, their orders, their enquiries in Leads or their consent record.
  • If they write again, a new chat starts, without the old messages.

To remove everything insideDM holds about a person, not just one chat, erase them from Contacts instead. See Download or delete your data.

If something’s not right

  • There’s no Delete conversation… in the ⋮ menu. Your role can’t delete chats. Ask your workspace owner, or have them change your role in Set up › Settings & team › Team & roles.
  • There’s no Export transcript… in the ⋮ menu. Your role can’t export chats.
  • “Conversation could not be deleted.” The chat may still be there. Press Dismiss, wait a moment and try again.