Data retention

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. This does not include user 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. 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:

   1. as soon as possible

   2. 1 day

   3. 2 days

   4. 7 days

   5. 14 days

   6. 30 days

   7. 90 days

Daily archived conversations are available upon request. The client may choose to archive their conversations in their own platform daily in a location that they should provide to store them.

1. 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.

2. HSMs sent records are retained up to 90 days

3. Unknown messages are retained up to 90 days

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

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

6. 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. Users 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.