There is currently no self-serve option to permanently delete an AI Employee. This article explains the difference between archiving and cancellation, what happens to the agent and its phone number after each action, and how to request manual deletion.
Cancelled vs. archived
Archiving and cancellation are two separate concepts that affect different parts of the account.
Cancelled | Archived | |
What it is | Subscription status | Account stage |
Set by | Customer (via their Billing tab) | Partner |
Effect | Stops active service and billing | Marks the account as inactive for management purposes |
Both steps are required to fully decommission an agent.
What happens to the agent and phone number
When a subscription is cancelled, the AI Employee stops handling conversations and active service ends. Any phone number associated with the agent is disconnected when the subscription lapses.
Setting the account stage to Archived does not automatically cancel the subscription — both actions must be completed independently.
🗒️ NOTE
Archiving an account does not delete it. The account and its data remain in the system until it is deleted manually or removed automatically at a future date.
Decommission an agent
To fully decommission an agent for a customer, complete both of the following steps:
Ask the customer to cancel their subscription or remove their payment details from the Billing tab in their Newo.ai portal. For instructions, see Cancel a subscription.
In your Partner Portal, set the customer's account stage to Archived.
Delete an agent
Once an account is archived and the subscription is cancelled, the account will be removed automatically at a future date. If immediate deletion is required, contact Newo.ai support to request manual deletion by a developer.
🗒️ NOTE
There is no specific timeframe for automatic deletion. For urgent requests, contact support directly.