How to delete information from the knowledge base
Copper CRM has no native knowledge base, so deleting information requires removing the corresponding document from Google Drive and also cleaning up any notes inside Copper that reference that document. Without a centralized KB, a careless deletion can leave broken links in your customer records. In Teeo, one message deletes the entry instantly.
How to do it in Teeo
“Delete from the knowledge base the information about [topic]”
The information is deleted from the knowledge base instantly.
How to delete information from the knowledge base in Copper: step by step
Requirements
- ·Copper CRM does NOT have a native knowledge base. Deleting information is done in Google Drive, outside of Copper.
- ·Deleting a Google Drive document breaks any links you pasted as notes in Copper records. You must clean up those notes manually.
- ·Google Drive moves deleted files to the Trash for 30 days before permanently deleting them. If you need to recover an accidentally deleted document, go to Trash in Drive.
- ·Requires active Google Workspace to access Google Drive.
Go to Google Drive and locate the document to delete
Open drive.google.com with the Google Workspace account linked to Copper. Navigate to the knowledge base folder or use Drive's search to find the document you want to delete. Make sure it's the correct document before proceeding.
Move the document to Trash
Right-click on the document → 'Remove' or 'Move to Trash'. Google Drive will send the file to the Trash, where it will remain for 30 days before being permanently deleted. During that period you can restore it if it was a mistake.
Confirm deletion or restore if it was a mistake
If you're sure you want to permanently delete the document, go to the 'Trash' section in Drive's left panel, locate the file, right-click → 'Delete forever'. If it was a mistake, right-click → 'Restore'.
Log in to Copper CRM
Go to app.copper.com and log in with your account. Now you need to locate all records where you attached notes with the link to the deleted document, to prevent the team from finding broken links.
Search for records with notes referencing the document
Use Copper's search bar to search for keywords from the deleted topic (e.g., the document title). Review contact, company, and opportunity records where you attached notes related to that content.
Delete or update the notes in Copper
Inside each affected record, locate the note that contained the link to the deleted document. Click the three-dot icon next to the note → 'Delete note'. If the content was replaced by another document, update the note with the new link.
Notify your team of the deletion
Copper does not send automatic notifications when content is deleted. Manually inform your team that the information on that topic is no longer available, to prevent them from trying to find it or citing it in client communications.
Frequently asked questions
Can I recover a deleted knowledge base document in Copper?
Recovery depends on Google Drive, not Copper. If you deleted the document from Google Drive, you have 30 days to recover it from Drive's Trash before it is permanently deleted. Copper has no recovery feature for deleted attached files.
What happens to links in Copper notes when I delete a document from Drive?
The links become broken. Copper does not detect or warn when a Google Drive document attached in a note has been deleted. Any team member clicking that link will see a 'Document not found' error in Drive. You must clean up the notes manually.
Is there a way to delete information from the knowledge base in Copper without going to Google Drive?
Not directly. Since Copper has no native KB and the information is stored in Google Drive, all management (including deletion) must be done in Drive. The note in Copper is only a reference link — it does not store the content itself.