Breadcrumbs

Delete a Care Case

Deleting a Care case is permanent. Once a case is deleted, you cannot restore it from the Care interface.

You can delete a case at any point. You do not have to be assigned to a case to be able to delete it.

  • Deleting a Care case only deletes the case from Care. It does not delete any messages that are part of the case from the native platform.

  • Deleting a Care case does not delete or in any way impact the Community message from which the case was escalated to Care.

  • Deleted cases remain accessible via the Care API for reporting and compliance purposes.

If you want to delete multiple cases at once, see Perform Operations on Multiple Care Cases at Once.

Before you begin

You need the Delete cases permission to be able to delete cases in Care. If you do not have this permission, the Delete option appears in the case detail but is disabled.

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For information on which Care permissions you have and how to set them up, see Set up Care permissions.

Steps:

  1. Click the case that you want to delete.

  2. Click the status selector in the top right corner, and click Delete.

    image-20260605-124841.png

    You are asked to confirm the deletion.

  3. Click Delete case.
    The case is deleted.

Troubleshooting

Issue

Solution

The Delete case option appears in the case detail but is disabled.

You do not have the Delete cases permission. Ask an administrator to enable this permission on the role used for your Care access, or to assign you to a role that has it. See Set up Care permissions.

I deleted a case by mistake and need to recover it.

Restoration from the Care interface is not supported. Contact Emplifi Support to discuss recovery options. To prevent accidental deletions in the future, consider removing the Delete cases permission from roles that do not strictly need it.