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Policies

Data retention

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

DataTrigger for deletionDefault retention period after deletion is triggered
Communication content
  • Conversation records. This includes personal data of end user and business; MSISDN; and other personal data
  • Messages, related content*, and metadata
Date the conversation or chat started6 months
Communication logs and reports, which contain details about your communication, along with the message textDate the conversation or chat started6 months
Media received through digital channels. Example: Images, audio files, or other attachmentsDate of communication with the end user30 days
Email attachments and inline media that are received and sentDate of communication with the end user1 year
Advanced analyticsDate of communication with the end user6 months
* Outbound media files are deleted along with the related conversation, but the maximum time is 2 years.

Customized retention

The retention period cannot be increased for the following:

  • Media received through digital channels
  • Email attachments and inline media that are received and sent
  • Advanced analytics

To change the default retention period for other items, 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:

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