How can we help?

Note: Retention settings are only available to Administrators and appear per channel, depending on the apps installed on the account.

Digital Conversation Retention Policies allow Administrators to define retention periods and automated deletion schedules for digital conversation history within the Storage and Retention module. Once configured, the system automates the lifecycle of digital transcripts, helping ensure that sensitive information is purged in line with legal requirements.

• Accessing Retention Settings
• Understanding Default Retention Periods
  • Supported Channels
• Chat Transcript Retention and Deletion Policy
  • Understanding the Chat Transcript Retention Policy
  • How the Policy Works
  • Setting Up the Policy
  • Data Retained Outside the Policy

Accessing Retention Settings

To manage retention settings, navigate to Settings > Storage and Retention > Digital.

Note: The retention setting for a given channel appears only when the corresponding channel app is installed.

Understanding Default Retention Periods

By default, each channel retains data for 10 years.

Supported Channels

Retention periods can be configured within the following ranges:

• Chat, SMS, Email, Digital Connect, and Facebook Messenger: Support a retention period ranging from seven days to 10 years.
• WhatsApp and eFax: Support a retention period ranging from one month to 10 years.

Note: Data deletion via retention policy is not immediate. Depending on data volume, processing may take from a few hours to several days.

Chat Transcript Retention and Deletion Policy

Understanding the Chat Transcript Retention Policy

The Chat Transcript Retention Policy adheres to regulatory requirements and industry best practices, and outlines the guidelines for deleting chat transcripts within the Talkdesk system.

How the Policy Works

• The minimum retention period is seven days.
• Administrators can set a longer retention period, measured in days.
• The retention period starts from the time the chat interaction is created.
• Once an interaction is marked as "closed," the system schedules it for deletion after the specified retention period elapses.
• Interactions that remain "open" beyond the retention period are not deleted until they are closed.

Setting Up the Policy

To set up the Chat Transcript Retention Policy, submit a request to Talkdesk's Customer Care with the following information:

• Account name.
• Chat touchpoint name and ID.
• Retention period, by days.

Data Retained Outside the Policy

While the system deletes chat transcripts and associated records according to the retention policy, the following data remains unaffected and follows Talkdesk's general data retention policies:

• Contact information (email, phone number).
• Chat conversation reports.
• Activity logs.