Overview
To comply with global regulations regarding data, including in particular GDPR and the EU Data Act, Talkdesk provides multiple tools and processes that enable customers to delete and export data in accordance with the law. For details on how to comply with the Right to Be Forgotten (RTBF) under GDPR, please see Forgetting Contacts for detailed steps.
Data Deletion Process
In addition to Forgetting Contacts (and all associated data), Talkdesk supports additional data deletion requests through the processes outlined below. Please note that deleting data is permanent and cannot be undone.
Contacts: To delete Contacts from the Talkdesk application, please see detailed steps here: Delete Contact. To delete contacts in bulk via API, please follow the steps outlined here: Contact Removal
Agents: To delete agents via CSV, please find the steps outlined here: Deleting Agents via CSV.
Call Recordings: To delete call recordings, please follow the steps here: Deleting Recordings from Activities
Call Transcriptions: Please submit a support ticket to delete call transcriptions. To redact sensitive data from call transcriptions, please find the details here: Interaction Analytics Redaction Feature
Digital Engagement Channels: Please submit a support ticket to delete individual interactions from digital engagement channels. To delete chat content in bulk, follow the details here: Bulk Delete Chat
Screen Recordings: To delete screen recordings please follow the instructions here. Deleting Screen Recordings from Activities
Data Export
In addition to Data Deletion, Talkdesk also supports the ability to export certain types of data.
Agents: To export Agents as a CSV, please find the steps outlined here: Exporting Agents in CSV
Call Recordings: To download call recordings, please find the steps as outlined here: Download Recordings from Activities
Call Transcriptions: To download call transcripts from Activities, please see the steps outlined here: Download Transcriptions from Activities. Additionally, you can also export transcripts and conversations via API as outlined here: Public API to export transcripts & conversations.
Chat & SMS: You can also export chat and sms conversations via API as outlined here: Public API to export transcripts & conversations
Screen Recordings: To download screen recordings from activities, please find the details here: Download Screen Recordings from Activities