Call recordings accumulate fast. Retention policies let you define how long recordings are kept before automatic deletion, and legal holds let you pin specific recordings to override the policy.
Default retention
- Starter: 30 days
- Growth: 90 days (configurable 30-365)
- Enterprise: unlimited with custom per-campaign policies
Configuring a policy
Admin → Recordings → Retention. Pick a default or set per-campaign. Changes apply to new recordings immediately; existing recordings are not retroactively affected.
Legal holds
Flag a recording or a whole case as 'on hold', retention ignores flagged items. Use when regulatory, legal, or investigation requirements demand preservation beyond the normal policy.
Once a recording is purged by retention, it cannot be recovered. If there's any chance of a future legal need, set a hold first.