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Retention Policy

Automatically delete chat conversations after a set period

Go to Retention Policy
Pro & Enterprise

Overview

A retention policy sets how long conversations are kept before they are deleted for good. Choose a number of days, and anything older than that is removed automatically — you never have to remember to clean anything up.

How It Works

  1. Choose a number of days - anything from 1 to 3650 (10 years)
  2. Older conversations are deleted automatically - age is measured from the date of each conversation
  3. Deletion is permanent - nothing is moved to a bin
  4. Newer conversations stay untouched - only what is past your cut-off is removed
Retention Policy
Delete conversations older than 90 days
12 days old
Kept
88 days old
Kept
104 days old
Deleted

Setting It Up

  1. Open the Retention Policy page from your dashboard sidebar
  2. Enter the number of days you want to keep conversations for
  3. Decide whether captured leads should be deleted as well (see below)
  4. Click Save changes — the status badge at the top confirms the policy is active

Each website is configured separately, so you can keep one site's conversations for a year and another's for a week.

What Gets Deleted

By default only the conversations are deleted. The email addresses and phone numbers your chatbot captured stay on your Leads page.

To remove those as well, tick Also delete captured leads from that period. The leads and the visitor records they came from are then deleted along with the conversations.

Checkbox off (default)
  • Chat messages deleted
  • Captured leads kept
  • Visitor records kept
Checkbox on
  • Chat messages deleted
  • Captured leads deleted
  • Visitor records deleted

Effect on Analytics

Analytics are calculated from your conversations, so any period that has been deleted is no longer counted. With a 90-day policy, your Chat Analytics page can only ever show the last 90 days.

If you select a date range longer than your retention period, the analytics page shows a notice explaining why the older data is missing.

Turning It Off

Click Disable auto-delete underneath the setting, or clear the field and save. Conversations are then kept indefinitely again. Anything already deleted stays deleted.

Deletion is permanent

Deleted conversations are gone for good. There is no bin, no undo, and support cannot restore them. If you need the history for reporting, export it before shortening your retention period.

Not Storing Conversations At All

A retention policy still stores every conversation, it just deletes them later. If you would rather they were never stored in the first place, Zero Retention Mode keeps the chat in the visitor's browser and writes nothing to our database.

Zero Retention Mode Answer questions without storing what visitors say

Note: This feature is available on the Pro and Enterprise plans. You can still delete individual conversations by hand at any time, on any plan.