Retention and redaction

Choose how long transcripts live, and strip personal details as they arrive.

Use this when a contract says a transcript may not sit on a server for a year, and a phone number may not sit in one at all.

The steps

1. Open Setup in the left rail, then Retention.
2. Set Retention period. The choices are 30 days, 60 days, 90 days, 6 months, 1 year and 2 years.
3. Read the card beside it. It says whether deletion is running or switched off. That is what the product reports, not something you switch here.
4. In Personal details, use the switch to mask personal details out of a transcript as it arrives. It asks you to confirm, and the confirmation says plainly that it changes arriving conversations only.
5. Set the country phone numbers are read as. The choices are India and the United States, and it only matters while masking is on.
6. Press Save changes. The retention period and the country save together on that button. The masking switch applies on its own.
7. Read What gets masked. The list is Email addresses, Phone numbers, Payment card numbers, Aadhaar numbers, PAN card numbers, Names the caller gives, and Postal addresses.

What to do with what you find

The two settings act at different moments. Masking happens as a conversation arrives, so it never reaches anything already stored. Deletion happens later, on a nightly sweep of transcripts older than the period you set.

Scores and results are not what gets deleted. They survive as counts and averages, so an old period keeps its figures after its transcripts are gone.

The original wording of anything masked is kept in a separate store that only an admin can open, and every time somebody opens it, that is recorded.

All conversation data is stored in the Mumbai region, and the screen says so. The audit report carries both of these settings as they stood when its figures were measured, which is what makes it worth handing to a regulator.