Sprinklr does not provide a separate email-specific delete feature. Instead, you can use the standard Delete action available through Macros to delete email messages.

The Delete action works the same way for email messages as it does for other supported message types. When you delete an email using a Macro, Sprinklr performs a hard delete, permanently removing the message from both the user interface and the Sprinklr backend.

This article explains how to delete email messages using a Macro and when additional support assistance may be required.

Delete an Email Message Using a Macro

To create a Macro that deletes email messages:

• Select the New Tab icon.
• Under Platform Templates, select All Settings within Listen.
• Search for and select Macros.

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Configure the Macro

• Select + Create Macro from the Macro record manager.

  

• Enter the Macro Name and Description for the Macro.
• Under Apply macro on, select Message.
• (Optional) Enable Ask for confirmation if you want users to confirm the action before it runs.
• (Optional) Enable Mark as favourite to make the Macro easier to access.

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Configure the Delete Action

Under Set Actions > Automated Actions:

• Action: Select Delete.
• Value: The value is autofilled as Yes.

Select Save to create the Macro.

After the Macro is created, apply it to the email message you want to delete.

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What Happens When an Email Is Deleted?

The Delete action performs a hard delete.

When a message is deleted:

• The email is removed from the user interface.
• The email is removed from the associated case or conversation.
• The email is permanently removed from the Sprinklr backend.

For example, if you need to remove a spam, phishing, or malicious email from Sprinklr, you can use the Delete Macro to permanently remove the message.

Important Considerations

Keep the following in mind when deleting email messages:

• The standard Delete Macro supports email messages.
• There is no separate email-specific delete or scrubbing feature.
• Deleting an email performs a hard delete.
• Hard-deleted messages are permanently removed from the Sprinklr backend.
• Once a message has been successfully deleted, no additional backend cleanup is required.

When to Contact Support

In most cases, the Delete Macro is the recommended and sufficient method for removing email messages.

Contact Support only if:

• The Delete Macro is unavailable.
• The Macro fails to delete the email message.
• The message remains visible after a successful delete action.
• You encounter an unexpected error during deletion.

Before opening a support ticket, verify that the email has not already been deleted using the standard Delete Macro.

Frequently Asked Question

Do I need a backend email-scrubbing process to remove an email?

No. The Delete Macro performs a hard delete and permanently removes the email from the Sprinklr backend. In most scenarios, no additional deletion or scrubbing process is required.

Use the standard Delete Macro to permanently remove email messages from Sprinklr. The Delete action performs a hard delete, meaning the message is removed from both the user interface and the backend. A support ticket is typically required only if the Delete Macro cannot be used or does not successfully remove the message.