LeadDesk takes privacy and data security seriously, and it is important to understand what data we hold, how long we keep it for, and what control you have over these factors.
This table is a summary of the information found in this article.
Changing the global data retention setting
In your Admin account there is a setting that determines how long most client data is held by the system, after which it will be deleted. This includes chat discussion and emails as well as general database storage. It does not include customer discussions with chatbots, or voice recordings.
This period is defined as a number of months. This value can be changed in the application by Admins, up to a maximum of 120 (ten years).
In your Admin account:
- Go to the General Settings page.
- Go to the Global settings subpage.
- In the Data retention section, update the Data retention time as required.
- Click the Save button in the top right.
The retention time for chatbot discussions is defined for each bot, if you need to change it, contact the support team. After this time has elapsed, the data is anonymised, not deleted.
Voice recording retention
The period we hold voice recordings for is defined in your contract with us. If you need this length of time changed, please contact support. Extending the length of time we hold voice recordings for will typically incur a monthly cost for storage.
In the Calling list details section of each contact list there is an individually defined Expiry date. This is defined when the list is created, although it can be updated after the fact if necessary.
When a contact list reaches its expiry date, it is archived. The data can then be anonymised, removing personal details, and deleted from the archive. In your Admin account:
- Go to the Contact lists page.
- Go to the Archive subpage.
- If necessary, search for the contact list you wish to anonymise and delete.
- Click the to the right of the table.
- Click to select Anonymize and delete contact list.
The Anonymize contact lists dialog will open.
- Click to tick the checkboxes for the information you wish to anonymise.
- Click the Anonymize button.
The contact list will be removed from the Archive immediately. The data it contained will be anonymised overnight.
Backups and logs
For your client data, LeadDesk maintains:
- The last 31 daily backups.
- The last twelve weekly backups.
- The last three monthly backups.
Backups of voice recordings are held for twice the length of time as the recordings are held, up to a maximum of a year longer than the voice recordings themselves.
The activity logs for the last 30 days are retained by LeadDesk and then deleted.
Backup storage location
Backups are stored in a different physical location than the original files. This is to ensure that if, for example, there is a fire in one storage location, the other will be unaffected.
The data in backups is retained by LeadDesk and is not accessible to you, except to restore data that has been accidentally deleted.
Backup processes are tested by attempting to restore a sample of the data in the backup, for example a single voice recording rather than the complete backed up data.