You can only delete the whole message. If you hover over a message, three dots will appear. Click on that and choose delete. This will delete the whole message. If you need other information of that conversation, you could first copy the message into a note (where you leave out the sensitive information). The user will not see the note, but you and your colleagues will.

Hi @jennifer r​ ,

Yes, Intercom provides the ability to delete sensitive information but it is manual, time consuming and at times error prone.

We (Strac) have solved that problem + security/compliance problems around sensitive data present in Intercom tickets by building an automatic redaction solution. You can learn more about that here: https://www.strac.io/integrations/intercom/p>