You may encounter an issue that a high number of records (e.g., 12,000) in Urgent Tasks in Playbooks, which were added to Playbooks by a robot after a spam attack on your CRM. Also, these records are not getting removed by a robot from Playbooks and you are wondering how long it will take for the records to be cleared out.
The issue that records are not being removed by a robot may happen when you have already deleted these records from CRM.
- If you haven't removed the records from CRM (e.g., updated some of their fields), make sure to adjust the robot that is deleting records to match the criteria of the updated records and try moving it to the top of the least. Also, you can create a separate robot to remove these spam records.
- If you have already removed the affected records from your CRM, try bulk removing these records from the People tab in Playbooks extension (if they are shown there).
If the records are not showing in the People menu to be able to delete them manually, please submit a support request to get the faulty records removed from Playbooks, including the exact criteria you used to filter and remove records from your CRM.
Alternatively, you can extract all of your records that are present in your CRM and provide this list to us; in this scenario, our team will remove all records that are present in Playbooks but are not part of the provided list.
Escalate such requests to the SaaS team to remove the records matching the criteria provided by the customer from the database using a script. Such requests may need assistance from PCA as seen in INSIDESALES-24.