Spruce Message Deletion, Removal, and Restoration: How Deleted Messages Work – Spruce Health

Spruce allows providers and admins to delete or remove individual messages from conversations, with options varying based on message type (SMS vs. secure app-based messaging) and timing. Some deleted messages can be restored within a limited window. This article explains deletion permissions, the difference between removal and deletion, and restoration options.

Introduction to Message Deletion, Removal, and Restoration

Spruce gives users the ability to delete or remove messages from a conversation, depending on the type of message, and restore those messages as desired.

Deleting a message refers to removing it from both the sender’s view and the recipient’s view, which is only possible with secure messages.
Removing a message refers to removing it from the sender’s view only. Restoring a message returns the message to its original state in the conversation thread.

Any message that has been deleted or removed by a user can be restored either by the sender of that message or by an admin user.

The organization-wide setting for this feature also controls the ability to delete and restore AI transcripts and summaries from voicemails, recorded calls, and audio messages within conversations. Learn more about AI Transcription and Summarization.

This feature is available in your web browser, the desktop app and the Spruce iOS and Android mobile apps.

On Web

To access this feature on the web:

Hover over the message and select the three vertical dots; you will see that “delete” or “remove” will be possible actions. If a deleted or removed message is selected “restore” will be an option.
By selecting one of these actions you will see further information on the consequences of the action.
Once this action is taken the message will show as deleted or removed. There will be a system event indicating the action has been taken and by whom. The history of the message will also appear in “message details,” along with which teammate took this action.

On Mobile

To access this feature in the android or iOS app:

Long hold on the message, this will open the menu of possible actions.
By selecting one of these actions you will see further information on the consequences of the action.
Once this action is taken the message will show as deleted or removed. There will be a system event indicating the action has been taken and by whom. The history of the message will also appear in “message details,” along with which teammate took this action.

Permissions

All teammates by default have the ability to delete, remove and restore messages that they send. Only admin users have the ability to take these actions on other users’ messages.

Communicator Level Admin Controls

For those customers on the Communicator Plan, admins are able to set organization-wide permissions settings to control who can access this feature and how long after a message has been sent it can be deleted or removed from the conversation thread.

These settings are available on the web interface only. To access these settings navigate to Settings > Organization Preferences > Message Deletion. You will see two settings that can be edited.

Who Can Delete Messages

The default setting allows admin users to delete or restore any messages in your organization, and allows message senders to delete their messages. You can change this setting to provide deletion permissions to admins only, or to no one.

When a Message Can Be Deleted

The default settings allow a message to be deleted or removed at any time. The admin user is able to select from a range of options if you prefer to have this feature only available for a specific time period after the message has been sent.

Frequently Asked Questions

Can I delete a message I already sent in Spruce?

Yes. You can delete or remove sent messages, though the available options depend on the message type and how much time has passed since sending.

What is the difference between removing and deleting a message in Spruce?

Removal takes a message out of the visible thread for the team. Deletion eliminates it permanently. The available option depends on message type.

Can deleted Spruce messages be restored?

In some cases, yes. This article covers the conditions under which restoration is possible and the steps to restore a message.

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