Activate and/or remove chat retention

New chats are by default created as unretained chats and will therefore automatically be deleted after a predefined retention period if there is no activity on the chat. Any activity (for example posting new messages) on a chat will reset the retention period.

You can toggle the chat retention state from unretained to retained, which will prevent the chat from being manually or automatically deleted. You can likewise toggle the chat retention state from retained to an unretained, which will enable the chat to be manually or automatically deleted.

Toggling the retention state qualifies as updating the chat and will therefore reset the retention period of the chat.

From the bottom of the browser page

Click WorkZone Chat at the bottom of the browser window to open the chat window.
In the Recent chats pane of the chat window, select the chat session you want to change the retention state for and
- click Retain to retain the chat
- click Remove retention to remove retention from the chat.

You can also right-click the chat session in the chat window and select Retain or Remove retention.

From the Chat detail tab

On the Chat detail tab on the case detail page, select the chat session you want to change the retention state for and

click Retain to retain the chat or
click Remove retention to remove retention from the chat

You can also right-click a chat session in the Chat detail tab and select Retain or Remove retention as well as double-click the chat session in the Chats detail tab to open the chat window and change the chat retention settings there.