Data retention policy controls how long different types of data are kept before automatic deletion. Defaults satisfy most use cases; advanced configurations support stricter compliance regimes.
What retention covers
Four data classes have separate retention settings, each tunable independently:
- Contact records — typically indefinite while active.
- Activity logs — 12 months default.
- Agent decision logs — 90 days default.
- Audit logs — 7 years on Enterprise, shorter on lower tiers.
Default settings
Most workspaces run defaults: contact records retained as long as the record is active; activity logs 12 months; decision logs 90 days; audit logs per plan. These match what most B2B customers need and what most regulatory frameworks require.
Compliance-driven adjustments
- GDPR — short retention reduces exposure but conflicts with legitimate-interest-based long retention.
- CCPA — California residents can request specific retention windows.
- HIPAA — requires longer audit retention.
- Industry-specific (FINRA, MiFID II) — often require 5–7+ year retention on specific data classes.
How to change retention
Settings → Data → Retention → click the class to edit → set the new period → review the impact estimate → Save. The impact estimate shows how many existing records would be affected by the change.
What happens at retention end
Records past retention are soft-deleted (recoverable for 30 days), then hard-deleted (permanently removed including from backups within 90 days). Activity is logged in the audit trail until that audit trail itself ages past its retention.
