Policies
Data retention
Important
Starting 12 September 2023, we will initiate a phased implementation of the updated data retention schedule for our services. This rollout phase is until 30 November 2023, to enable us to align with the agreed retention period.
This retention schedule reaffirms the principle that we follow when we process personal data on your behalf – we delete this personal data after an appropriate time, taking into consideration your business needs and applicable legal requirements.
The updated retention rules may affect the way you use our services. Make sure that this notification is shared with the relevant personnel within your company.
When you use Infobip's services, we collect and process personal data. Example: Mobile phone number, channel-specific unique IDs, email address of the person you contact, and the content of the communication that you send or receive.
We also keep the data that you store in databases and repositories such as People and Knowledge Base.
This page provides the data retention policy for Answers. For the data retention policy for Conversations, refer to the Conversations documentation.
Data retention and deletion
It is important to make sure that the personal data, which we process on your behalf, is deleted after an appropriate time. We take into consideration your business needs and applicable legal requirements.
Unless otherwise agreed with you, we will implement default retention rules to make sure that your data is not kept longer than necessary. Refer to the Default retention period section.
If your business needs retention periods that differ from the default period, you can customize the retention period. Refer to the Customized retention section.
Some data does not expire while you actively use Infobip services. Refer to the Long-term retention section.
Default retention period
| Data | Trigger for deletion | Default retention period after deletion is triggered |
|---|---|---|
Communication content
|
Date the conversation or chat started | 6 months |
| Communication logs and reports, which contain details about your communication, along with the message text | Date the conversation or chat started | 6 months |
| Media received through digital channels. Example: Images, audio files, or other attachments | Date of communication with the end user | 30 days |
| Email attachments and inline media that are received and sent | Date of communication with the end user | 1 year |
| Advanced analytics | Date of communication with the end user | 6 months |
| * Outbound media files are deleted along with the related conversation, but the maximum time is 2 years. | ||
Customized retention
To change the default retention period, contact your Infobip account manager.
There are no charges to decrease the retention period. You will be charged a fee to increase the period.
Long-term retention
The following data is retained while Infobip services are actively used.
- All end user records in People, Knowledge Base, and other databases
- Chatbot configuration
- Other account-level settings
The data is deleted only either on contract termination or after 18 months of account inactivity.
Frequency of deletion
Once a day, we check whether any data needs to be deleted based on the default/custom retention period, and delete the relevant data.
Important
Deleted data is not recoverable.
Archiving data
You can export the details about your communication and archive it on your infrastructure. This data includes message text and traffic data.
If you have enabled the Conversations solution, you can do the following:
- Download messages from a single conversation as a transcript.
- View the transcript report in Conversation analytics > Reporting section.