Policies
EARLY ACCESSData 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 Customer Profiles and Knowledge Base.
This page provides the data retention policy for Chatbots. For the data retention policy for Inbox, see the Inbox documentation.
Data retention and deletion
Ensure the personal data 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 implement default retention rules to ensure your data is not kept longer than necessary. See the Default retention period section.
If your business needs retention periods that differ from the default period, you can customize the retention period. See the Customized retention section.
Some data does not expire while you actively use Infobip services. See the Long-term retention section.
Default retention period
| Data | Trigger for deletion | Default retention period after deletion is triggered |
|---|---|---|
Communication content
| Date the conversation or chat started | 6 months |
| Communication logs and reports, which contain details about your communication, along with the message text | Date the conversation or chat started | 6 months |
| Media received through digital channels. Example: Images, audio files, or other attachments | Date of communication with the end user | 30 days |
| Email: Attachments and inline media that are received and sent | Date of communication with the end user | 1 year |
| Advanced analytics | Date of communication with the end user | 6 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. A fee applies to increase the period.
Long-term retention
The following data is retained while Infobip services are actively used.
- All end user records in Customer Profiles, 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.
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.