How long is customer data retained?

Introduction

As part of the GDPR regulation, businesses are required to secure the privacy of people (a.k.a data subject). One of the ways to ensure that privacy risks are kept to a minimum is to delete old data, and data that is no longer in use. The way we do this within the mobile service Cloud is described below.

Data retention and deletion policy

Customer data (aka. that of shoppers contacting client organisations) is retained for a default period of 2 years. However, if requested, it is possible to set a custom data retention period (in days), with a minimum of 7 days. When a retention period is set for 7 days, this will ensure that after 7 days of inactivity (no incoming or outgoing messages) of the shopper, their data will be erased from the system. This entails, profile information, conversations, pinned messages, search results, as well as any attachments sent within correspondance.

With this flexibility, organisations can ensure they comply with specific industry regulation (if applicable), as well as clean up no longer relevant conversations within their Agent Inbox environments, making it easier for their agents to navigate within all available conversations.

Keep in mind: All available data within the Mobile Service Cloud Pro packages is synchronised with the corresponding data warehouse, this means that changes made use to a custom data retention period will effect the available data for BI- purposes.

If you would like to set a specific retention period, please contact your Customer Succes Manager, or e-mail to [email protected].