Delete a session without losing its chats
Deleting a session disconnects the number and removes it from the list, but its chats, messages and calls stay in Cortex Chat, read-only. You can delete several sessions at once.
Before you start · for ownersThe Delete permission on the channel’s row
Before you start · for owners
The Delete permission on the channel’s row
- You need: The Delete permission on the channel’s row
Steps
1
In WhatsApp Sessions, open the session’s actions menu and press Delete. Or select several sessions and delete them together.
2
In the Delete Session window, press Delete.
The session disappears from the list, and the number is removed from the linked devices in WhatsApp.
3
Open Cortex Chat: the session’s chats are still there, but their message box is disabled.
Deleting disconnects the number straight away, and you can’t send from its chats afterward. To get back to work, link the number to a new session.
What stays and what stops?
After deleting
Chats, messages and calls
Kept and searchable
Unread count and tags
Kept, and tags stay in sync with the record
Marking as read / unread / answered
Works inside Corteksa only
Sending and read receipts
Stopped
Automations
The deleted session can’t be chosen as a sending channel
Plan limit
The deleted session doesn’t count
The number
Freed, and it can be linked to a new session
Linking the same account again
On WhatsApp Web, linking again creates a new session, and the old chats stay read-only under the deleted session.
On WhatsApp Cloud, Facebook, Instagram and TikTok, linking the same account again brings back the same old session, with its chats.
If something goes wrong
What you see
Why
What to do
WhatsApp did not confirm the delete — try again
The server didn’t respond.
Try again in a little while.
The message box is disabled in a chat
Its session was deleted.
Start a new chat with the client from a connected session, from their record.
A real example
Namaa Academy
The situation
The academy changed its sales phone and worried about losing a year of chats.
What they did
- They deleted the old session and linked the number on the new phone to a new session.
- The old chats stayed readable, and new ones arrive on the new session.
The result
No chat was lost, and the team kept following up with clients from the new session.
A made-up company, to show the idea. The numbers are rounded.
Good to know
In a bulk delete, a session you can’t see is treated as if it doesn’t exist.
If the WhatsApp server refuses to delete the session, nothing is deleted, and you try again.
Did this guide solve it?
If not, we’ll ask what was missing.