1.Who decides
For customer service data, the customer is responsible for deciding how long it keeps each type of data and for meeting any legal minimum or maximum that applies to its business. We keep the data for the periods the workspace is set to and for the plan limits described below.
2.Retention by data type
| Data | Default period | Notes |
|---|---|---|
| Call detail records | 365 days | Plan maximum depends on the plan (Essentials 90 days, higher plans up to 730 days). |
| Call recordings | 90 days | Not included on Essentials. Higher plans allow up to 12 months, with storage limits per seat. |
| Voicemail | 30 days | Configurable by the workspace. |
| Fax | 180 days | Only where fax is enabled. |
| Messages and chat | Set by the workspace | SMS and chat history are kept until deleted or until the workspace retention setting applies. |
| AI agent transcripts and summaries | Set by the workspace | Stored with the conversation record. |
| Meeting recordings and transcripts | Set by the workspace | Transcription hours are limited by plan. |
| Audit logs | Per plan retention policy | Used for security and accountability. |
| Billing records | As tax law requires | Typically 7 to 8 years. |
Defaults can change by plan. Administrators set retention in the admin portal within the plan maximum.
3.Deleting data
Administrators can delete recordings, messages, contacts, and files in the service, and users can delete their own items where permitted. Deleted items are removed from active systems and from backups as those backups expire. Where the law requires us to keep records, such as carrier call records, they are kept as long as required and no longer.
4.Exporting data
Administrators can export call history and other records from the admin portal, and the API gives programmatic access. You can request an export of your workspace within 30 days after termination.
5.When an account closes
After termination you have 30 days to request an export. We then delete your service data from active systems, and from backups as they expire, unless the law requires us to keep it. Phone numbers you do not port out may be released to the carrier. Ask us for written confirmation of deletion if you need it.
6.Legal holds
If a court order or a legal duty requires us to preserve certain data, we keep it for as long as required. We tell the affected customer unless the law forbids it.
Need help with this document?
Choose the route that matches your question. These links do not replace the terms above.