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
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 retention periods ranging from 7 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.