Data retention

Owned by Sebastian Arena
Last updated: Aug 21, 2024
2 min read

The following is a list of every piece of information that Chat-Tonic collects or stores for proper platform functioning, and how long each piece of information is retained in the system.

For ongoing clients

For Chat-Tonic and Bots

  1. 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.

    1. 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 (if this is your case, please refer back to us to discuss option

    2. This does not include Customer Service or platform sent messages.

  2. 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.

    1. 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.

    2. This does not include user or platform sent messages.

  3. 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: never store messages,1 hour, 2 hours, 12 hours, 24 hours, 48 hours, 72 hours, 7 days, 14 days, 30 days, 60 days, 90 days. Daily archiving of conversations are available upon request to an external source provided by the client.

  4. Files uploaded for AI training are retained up to 30 days. All training is kept secure and remains within the bot for normal operation after the fact.

  5. HSMs sent records are retained up to 90 days

  6. Unknown messages are retained up to 90 days

  7. Media (images, documents, videos and audios) sent from the user to Chat-Tonic are not stored in any way

  8. Media (images, documents, videos and audios) sent from Chat-Tonic to the users are stored for 48 hours

  9. All generated usage metrics that feed the dashboard and reports are retained forever. See “For former clients” below

 

For Customer Service

  1. Queries (pending, in progress, expired or resolved) are retained up to 12 months

 

For Web Chat-Tonic

  1. Conversations are retained up to 30 days after their last recorded activity

  2. Messages are retained up to 30 days

 

For former clients

The “For ongoing clients” policy still applies, and no new data will be stored. Old data will be automatically purged on a daily basis according to the above limits.

All generated usage metrics will be deleted from our platform from 30 days up to 12 months.