Delete a case or a recycle bin

Delete a case or a recycle bin when you no longer need to use it to house interactions. Deletion of the case or recycle bin does not delete the interactions it contains.

Interactions in a legal hold case that is deleted are eligible for deletion based on the standard retention settings for interactions as defined on the archive drive as well as the days until deletion settings for any associated recycle bins.
If an interaction is not archived and is not in a recycle bin, the database retention of six months applies.
If you remove interactions from a recycle bin and the interaction resides in another recycle bin, the system can still delete the interaction.

Note the following restrictions on deletion:

You cannot delete a case or recycle bin associated with a Project Rules Manager rule.
You cannot delete a case associated with a Recorder Analytics Rule.

Before you begin

Access a case or recycle bin

Procedure

On the right side of the page, open the workspace shortcut menu.
Click Delete Case or Delete Recycle Bin.
- If you do not have the role privilege to Delete Cases or Delete Interactions Using a Recycle Bin, the option is not available.
- If a case is under legal hold and you do not have the privilege to Disable Legal Hold, the option is not available.
To complete the deletion, do one of the following:
- For a case not used for Legal Hold or for a recycle bin, click Delete.
- For a case used for Legal Hold, click Delete Legal Hold case.