Privacy
Privacy settings give you fine-grained control over your data. You can manage both call audio recordings and conversation data retention to meet your compliance and privacy requirements.
Configure how long conversation transcripts and audio recordings are retained.
Control whether call audio recordings are retained.
Enable per-agent zero retention for enhanced data privacy.
Retention
Retention settings control the duration for which conversation transcripts and audio recordings are stored.
For detailed instructions, see our Retention page.
Audio Saving
Audio Saving settings determine if call audio recordings are stored. Adjust this feature based on your privacy and data retention needs.
For detailed instructions, see our Audio Saving page.
Zero Retention Mode (Per Agent)
For granular control, Zero Retention Mode can be enabled for individual agents, ensuring no PII is logged or stored for their calls.
For detailed instructions, see our Zero Retention Mode page.
Recommended Privacy Configurations
Maximum Privacy
Disable audio saving, enable Zero Retention Mode for agents where possible, and set retention to 0 days for immediate deletion of data.
Balanced Privacy
Enable audio saving for critical interactions while setting a moderate retention period. Consider ZRM for sensitive agents.
Compliance Focus
Enable audio saving and configure retention settings to adhere to regulatory requirements such as GDPR and HIPAA. For HIPAA compliance, we recommend enabling audio saving and setting a retention period of at least 6 years. For GDPR, retention periods should align with your data processing purposes. Utilize ZRM for agents handling highly sensitive data if not using global ZRM.