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Hi, I see this request was raised back in 2021 and has still not been actioned. Australian law specifies that Government records must be retained for set periods, per the Archives Act 1983. To prevent unauthorised record destruction, agents must NOT be able to delete records. Microsoft need to understand. By not allowing us to modify Omnichannel roles (which include the Delete privilege on Conversations) this product is not fit for purpose in any Government organisation. A 4-year plus vote for what should have been a compulsory feature on day one, is laughable. I am very disappointed.