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Short term user metadata for normal bot operation is retained up to 7 days after the last user activity registered. This type of data is most normally associated with information the bot needs to operate the current dialog flow, for example: which buttons are shown to the user right now, or where should the bot continue next. For clients that send out HSMs that expect or need an answer, this will also mean that after 7 days the answer will not be processed. This does not include user Customer Service or platform sent messages.
Long term user metadata for normal bot operation is retained up to 90 days after the last user activity registered. This type of data is most normally associated with information the bot records while the user chats with the bots, for example: the user name, or the user email. This will also mean that searching with Customer Service for user’s emails or personal data will stop showing results after 90 days for these users. This does not include user or platform sent messages.
Messages sent from the user to our platform, or from our platform to the user, are retained for up to 90 days.
The client may choose to store messages for less time, in the following increments:as soon as possible
1 day
2 days
7 days
14 days
30 days
90 days
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