Compliance & Data Retention
Coming Soon
This feature is currently under development. Documentation will be updated as the feature becomes available.
Overview
Compliance & Retention tools help administrators manage data lifecycle, privacy requirements, and regulatory obligations across all communication channels.
Planned Capabilities
Data Retention Policies
- Automatic Retention Rules: Set retention periods by data type
- Custom Policies: Different rules for different queues or teams
- Grace Periods: Configure warning periods before deletion
- Audit-Safe Deletion: Permanent removal with verification
Privacy & Compliance
GDPR Compliance
- Data Subject Access Requests (DSARs): Export all data for a specific individual
- Right to be Forgotten: Permanently delete customer data
- Consent Management: Track and honor customer preferences
- Data Processing Records: Maintain compliance documentation
CCPA Compliance
- Consumer Data Requests: Provide data disclosure reports
- Opt-Out Management: Honor "Do Not Sell" requests
- Data Sharing Transparency: Track third-party data access
Industry-Specific Compliance
- HIPAA: Healthcare data protection (call recording consent, encryption)
- PCI DSS: Payment card industry standards (masking, secure storage)
- SOC 2: Security and availability controls
- FINRA: Financial services recordkeeping requirements
Legal Hold
- Litigation Preservation: Prevent data deletion during legal proceedings
- Hold Notifications: Alert relevant stakeholders
- Hold Release: Resume normal retention after case closure
Retention Periods by Data Type
| Data Type | Recommended Retention | Regulatory Minimum |
|---|---|---|
| Call Recordings | 90 days - 7 years | Varies by industry |
| Call Metadata | 1 year | Varies by industry |
| Transcripts | Same as recordings | Varies by industry |
| Agent Notes | 1 year | N/A |
| System Logs | 90 days - 1 year | 90 days (SOC 2) |
Custom Retention
Work with your compliance team to determine appropriate retention periods for your organization and industry.
Use Cases
- Regulatory Compliance: Meet industry-specific recordkeeping requirements
- Customer Privacy: Honor data deletion requests
- Storage Optimization: Automatically remove old data to reduce costs
- Legal Protection: Preserve evidence during litigation
Related Documentation
Need compliance guidance? Contact your account representative or legal team for assistance.