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Retention

Retention is the automatic deletion of aged conversations. This page explains what deletion can include, how retention is enforced for your organization, and how to protect specific conversations from it.

Managed by your service provider

Retention schedules and storage limits are configured by your service provider. Your organization's side is monitoring (Storage usage) and flagging conversations that must be kept. Contact your provider to change what is deleted and when.

What gets deleted

A retention policy does not have to delete everything at once. Deletion is configured per data type:

  • Audio recording files — the audio is removed, but the conversation record remains: metadata, transcript, summary, insights, and evaluations stay searchable and reportable. This is a common setup — the audio is usually the bulk of the storage, while the analysis results keep their value.
  • Conversation records (metadata) — the conversation is removed entirely, together with its transcript, insights, and evaluations.
  • Screen recording files and screen recording metadata — the same split for screen recordings.

A policy might, for example, delete audio after one year and the remaining conversation records after five.

How retention is enforced

Two mechanisms delete aged data:

  • Storage and age limits — when limits are set for your organization (visible on Storage usage), an automatic cleanup removes the oldest recordings whenever usage exceeds a size, minutes, or age limit. This cleanup always skips conversations flagged Do-Not-Delete.
  • Retention jobs — scheduled deletion jobs run by your service provider, with filtering criteria that select what to delete (for example "audio older than 180 days, except group X"). Which conversations are excluded — including how the Do-Not-Delete flag is honored — depends on the criteria configured in the job.

The Do-Not-Delete flag

Users with the matching permission can flag conversations as Do-Not-Delete — see Deleting conversations in the User Guide. A flagged conversation cannot be deleted manually, and the automatic storage/age-limit cleanup always skips it.

Warning

Provider-run retention jobs select conversations by the filtering criteria configured in each job. If your organization relies on the Do-Not-Delete flag to preserve conversations — for disputes, training sets, or compliance — confirm with your service provider that their retention setup excludes flagged conversations.

Audit records

Deletions performed by users are recorded in the audit trail, so you can verify who removed what and when.