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Retention and bulk delete

Retention policies are implemented with the Bulk delete recordings job: a scheduled deletion job whose filters select what to delete — for example, "audio older than 180 days" or "everything from group X after 3 years". You can create several jobs for different policies (one group keeps 3 years, another 7). The same job, run once with narrow filters, is also the tool for one-off bulk deletions.

Where: Administration › Storage › Bulk Delete Recordings, which opens the jobs console filtered to this job type.

Job settings

  • Delete data — which data types the job removes (combine as needed):
    • Call metadata — removes the conversation record entirely, including its transcript, insights, and evaluations.
    • Audio recording files — removes only the audio; the conversation record, transcript, and insights remain searchable and reportable. A common policy deletes audio after a year and the metadata much later — the audio is the bulk of the storage, while the analysis keeps its value.
    • Screen recording metadata / Screen recording files — the same split for screen recordings.
  • Criteria for deleting call recordings — the filters selecting the affected conversations (age, tenant, group, and other call attributes). Filters are required — the job refuses to run without them, so a misconfigured job cannot silently delete everything.
  • Test only — a test drive: the run logs what would be deleted without modifying data. Use it before enabling a new policy.
  • Schedule — run manually or on a recurring schedule for continuous retention enforcement.

Run results report the deleted call/file counts and byte totals; per-record details and errors are in the job's logs — see Jobs console.

The Do-Not-Delete flag

Users with the matching permission can flag conversations as Do-Not-Delete to protect them (disputes, training sets, compliance).

The bulk delete job has no built-in Do-Not-Delete exclusion

Unlike storage limits enforcement, which always skips flagged conversations, the Bulk delete recordings job deletes whatever its filters select. You must include the Do-Not-Delete exclusion in every retention job's filtering criteria — otherwise flagged conversations are deleted like any others. Verify the exclusion with a Test only run.

The customer-facing retention page tells tenant administrators to confirm this with their provider — see Retention in the Administration Guide. Make sure your retention jobs honor that expectation.

Choosing the right deletion mechanism

Goal Mechanism
Cap per-tenant storage automatically Storage limits + enforcement job
Policy-based retention with filters (age, group, data type) Bulk delete recordings job (this page)
Move old audio to cheaper storage instead of deleting Relocate job — File maintenance jobs
Archive before deleting Export first, then bulk delete