This article provides a step-by-step guide to delete (or trash) a conversation.
Sign in to the Agent area.
Go to the inbox and select the conversation you want to delete.
From the conversation top-right bar, click the trash icon.
Note: A warning message will appear. Read the warnings carefully to make sure you want to trash this conversation.
Click on the Trash button to trash the conversation from your Kayako instance. This will move the conversation to the Trash View.
In the Trash View, click on the Empty trash, which will permanently delete the conversation. This option only available for Admins and Owners.
Once you have trashed a conversation, you can confirm it was deleted by checking it in the Trash View.