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DialoX Manual
DialoX Manual
  • Start
    • News
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  • STORE
    • Marketplace Apps
      • Level 1 - Basic
        • Callback Note Basic
        • On-call Router Basic
        • Smart Group Voicemail
        • Smart IVR Basic
        • SMS Call Deflector
        • Survey Basic
      • Level 2 - Advanced
        • Call Deflector
        • Callback Note
        • Order Assistant
        • Smart IVR
        • Survey
        • Website Chat
      • Level 3 - Professional
        • Callback Planner
        • Appointment Planner
    • Legacy Apps
      • Survey Extension
      • Smart IVR Basic
      • Smart IVR 2.0
      • Whatsapp Calldeflector 1.0
      • Whatsapp Calldeflector 2.0
      • Social Inbox 1.0
      • Social Inbox 2.0
      • Basic Group Voicemail
      • Group Voicemail
      • Oncall Assistant
      • Web App
      • Basic Callback Note
      • Callback Note
      • Callback Planner
      • Caller Based Router
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        • How to add a flow for lunch breaks
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        • Zendesk
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  • SETTINGS
    • User Settings
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  • Inbox
    • Inbox
      • Assigning
      • Joining and leaving
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      • Filter conversations
      • Multiple inboxes
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      • Chrome and Windows settings
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  • Studio
    • Home
      • Customer settings
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        • Say
        • Ask: open
        • Ask: choice
        • Ask: single
        • Ask: date
        • Ask: name
        • Ask: phone
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        • Ask: form
        • Ask: language
        • Ask: selection
        • Ask: time
        • Ask: audio
        • Ask: number
        • Ask: custom entity
        • Ask: address
        • Ask: zipcode
        • Iterate
        • Iterate: LLM
        • Say: LLM
        • Say: LLM Knowledgebase
        • Iterate: LLM Knowledgebase
        • Iterate: continue
        • Show: audio
        • Show: whatsapp link
        • Show: image
        • Show: video
        • Show: file
        • Show: location
        • Control flow: branch
        • Control flow: go to flow
        • Control flow: switch language
        • Control flow: close
        • Control flow: restart
        • Control flow: pause
        • Control flow: invoke dialog
        • Dial: number
        • Dial: smart
        • Send: note
        • Send: email
        • Send: SMS
        • Send: whatsapp
        • Escalate: default
        • Escalate: smart
        • Perform: create jira ticket
        • Perform: get jira ticket
        • Plan
    • AI
      • Intents
        • LLM Intents
        • Q&A Intents
      • Knowledge bases
      • Prompts
    • Channels
      • Chatwidget
      • Whatsapp
        • How to integrate Whatsapp
        • How to change my Whatsapp profile
        • How to manage Whatsapp templates
        • How to send Whatsapp template with documents
        • How to automate outbound Whatsapp
        • How to send Whatsapp template
        • How to use Commerce Catalog
        • Whatsapp for Business
      • MS Teams
        • How to migrate new Version
        • How to change channel connection
      • Facebook Messenger
      • Phone
      • Progressive Web App (PWA)
    • Content
      • Nudges
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  • ADMINISTRATION
    • Organisation
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    • Licenses
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    • Usage
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    • Access Requests
    • Analytics
  • DESKTOP
    • Enreach Contact Desktop
  • FAQ
    • Studio
      • How to Publish
      • How to make 2FA Required
      • How to add additional columns to contactlist
      • Conversation retention time
      • How to help the bot pronounce phone numbers correctly
      • How to help the bot pronounce loose numbers correctly
    • Flow Topics
      • Skipping step based on language tag
      • Switching language using intent trigger
    • Meta
      • How to get Meta Business Suite Verification
      • How to connect Facebook page to Facebook Business Account
    • 360Dialog
      • How to use 360Dialog as Wholesaler
      • How to give permission API access
      • How do I change my profile in 360Dialog
      • How to make 360dialog templates
      • How do I terminate my number in 360Dialog
    • Bubblescript
      • How to add a custom button
      • How to change the email template
    • Operator
      • Where are my CDRs?
      • Onboarding required
    • Google Tag Manager
    • Platform
      • Network Security Policies
    • Make
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On this page
  • Hierarchical configuration
  • Who can manage the Retention policy?
  • What is my current Retention policy?
  • Where can I change my retention policy?
  • For Agencies
  • For end-customers
  • Advanced Settings
  • When will these changes have effect?

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  1. FAQ
  2. Studio

Conversation retention time

When well conversation data be archived?

PreviousHow to add additional columns to contactlistNextHow to help the bot pronounce phone numbers correctly

Last updated 1 month ago

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The data collected by your Smart Apps are stored in the DialoX platform by default for an indefinite period of time.

Any assets collected by your Smart App, like images and audio (recordings) are disposed after 2 years. So although your conversation history will remain available, file based assets (like images or audio files) will be removed after 2 years.

The above defaults are dependent on the hierarchical configuration that applies to your specific organisation, see the next chapter.

Hierarchical configuration

Retention policies can be managed in a hierarchical order. So when you set the retention policy on "Agency" level, it will apply for all underlying Customers and Environments. When you change it on Customer level, it will apply for all underlying Environments. And if you change it on Environment level, it will simply only apply for that environment.

Who can manage the Retention policy?

Users with the role Organisation manager or Administrator are able to access the Advanced Settings of an environment and therefore change the retention policy.

What is my current Retention policy?

You can find your current retention policy by the following steps:

  1. Go to the Administration section

  2. Go to Organisation

  3. Find your Agency, Customer or Environment

Now you can find your current retention policy in side bar at the label "Archive conversations". When it is marked with a "*" it means that it derived its setting from a parent level organisation.

Where can I change my retention policy?

The retention policy can be configured in the settings of your Agency, Customer or Environment, depending on which level the policy should apply to.

For Agencies

  1. Go to the Administration section

  2. Go to Organisation

  3. Find your Agency, Customer or Environment in which you want to change the policy

  4. Click on Advanced Settings

For end-customers

End-customers don't need (and most of the times cannot even) to go to the Administration section. They can remain in the Studio section and simply find their environment without opening a specific bot. In the environment view, there is a menu item called "Advanced Settings" which will open a popup.

  1. Find your environment (or choose "manage environment" if you have a specific bot opened)

  2. Click on Settings

Advanced Settings

In the Advanced Settings section you'll find the option "Customize Conversation Archival". You can choose between a fixed number of default settings.

When will these changes have effect?

For new conversations, the settings will immediately be in effect. For previous conversations, it will effectuate the change during the night after the settings was changed, i.e. clean up conversations that are older than the new retention period.

Find your current retention period
Advanced Settings, to change your retention period
Find Settings on the Manage Environment page
Change the retention period in the Advanced settings pop up