Data retention and erasure
Set how long call content, contacts and finished campaign entries are kept, and erase everything held about one person.
Retention window
Under Settings, Data retention an owner or admin can set a default number of days (1 to 3650). Data older than the window is deleted for good by a sweep that runs every few hours:
| Data | Deleted when |
|---|---|
| Call content: transcript, summary, events, recording, metadata and variables | the call started before the window |
| Contacts | not edited and not dialled by a campaign for the whole window, and not waiting in a campaign |
| Campaign entries | finished, with the last attempt older than the window |
| Import records | finished, older than the window |
The call row itself stays, with its time, duration and cost, because that is billing history. Do-not-call entries are never deleted by retention: forgetting a person must not let a number that asked not to be called be dialled again.
An agent can set its own data_retention_days. That wins over the organization default, whether it keeps data longer or shorter.
Shortening the window deletes data that exists today. The dashboard shows what would go before you save, and asks you to confirm. Clearing the window never deletes anything.
Erase one person
Open the contact in the dashboard and choose Erase data. This removes the contact (with its list memberships and campaign entries) and clears the transcript, summary, recording, events, metadata and variables of every finished call to or from the number, including webhook-delivery copies of those calls. The answer says how many calls were cleared. A call still in progress is skipped and counted in calls_in_progress_skipped; call again after it ends. The call rows and any do-not-call entry stay.
Both actions are written to the audit log.
What this does not do
- It does not reach copies you made yourself, such as webhook receivers, or what your telephony and speech providers keep under their own policies.
- A recording is deleted from storage on a best-effort basis; if the storage delete fails the database reference is still cleared and the object is logged as orphaned.
- Backups of the database taken before a deletion still contain the data until they expire (14 daily and 8 weekly copies).