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Excluded chats

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Excluding a chat is the strongest privacy control an individual user has. An excluded chat is hidden from the CRM chat list and omitted from workspace analytics and contact syncing.

Use it for personal conversations, bots, dead groups and anything that shouldn’t be in a shared workspace at all.

Three ways to exclude

Section titled “Three ways to exclude”
WhereHow
The chat tableRight-click a row → Exclude chat
In bulkSelect rows → Exclude selected chats → confirm
SettingsSettings → Accounts → Exclude chats on an account card

Bulk confirmation reads: “{n} selected chats will be hidden from the CRM, analytics, and contact syncing.”

The excluded chats manager

Section titled “The excluded chats manager”

Settings → Accounts → Exclude chats opens “Excluded chats — {account}”.

Three sections:

  1. Search chats — find any chat on this account and toggle its Exclude badge. Chats already excluded show an Excluded badge you can click to restore.
  2. Exclude by username or ID — paste @username or a numeric chat ID and click Exclude chat. Useful for chats that haven’t synced yet.
  3. Excluded chats — the current list, each with Restore.

You can also exclude or include everything on an account at once (owners and admins only):

  • Exclude all chats — “All current chats for this account will disappear from the CRM and workspace analytics. You can restore individual chats afterwards.”
  • Include all chats — “Every excluded chat for this account will be restored to the CRM.”

Who can do it

Section titled “Who can do it”

Controlled by the workspace setting Members can manage excluded chats:

  • On — members can exclude chats from the workspace.
  • Off — only the workspace owner can add or remove exclusions. Members see “The workspace owner has locked changes to excluded chats” and any attempt returns “Only the workspace owner can manage excluded chats.”

See Permissions & privacy settings.

What exclusion does and doesn’t do

Section titled “What exclusion does and doesn’t do”

Does:

  • Removes the chat from your Messages table.
  • Removes it from your analytics.
  • Stops it being pulled into contact and group syncing.

Doesn’t:

  • Hide it from other workspace members. Exclusions are per user — a teammate who has signed into the same shared account still sees the chat unless they exclude it too.
  • Delete anything on Telegram. The conversation is untouched; you still have it in the Telegram app.
  • Delete CRM data already recorded against that chat. Restore the chat and its custom fields, comments and tickets are still there.
Section titled “Related: hiding Telegram’s login chat”

Separately, the workspace setting Hide Telegram login chat from members hides Telegram’s service chat (777000) from seat members on every workspace account. That’s what stops a member reading login codes for a shared account — and it’s a prerequisite for connecting an account on someone’s behalf.

A good exclusion routine

Section titled “A good exclusion routine”

Right after connecting an account, spend five minutes:

  1. Sort by Chat Type and exclude bots.
  2. Sort by Counter and exclude anything with no incoming message in a year.
  3. Exclude your family and friends chats by name.

Your table, your analytics baselines and your broadcast target lists all get better at once.