Changing data retention settings for Zoom Contact Center

Zoom Contact Center admins can select the storage location and define the data retention period for Zoom Contact Center data including voicemails, recordings, transcriptions, chat/SMS/email messages/files. After the defined data retention period, data is auto deleted. You can also configure soft deletion (also known as recycle bin) and permanent deletion.

If you disable the Data Retention setting at the account level, data files will be permanently deleted after the maximum times listed below.

• Recordings and transcriptions: 10 Years
• Inbox messages: 30 Days
• Messages and files: 12 Months

Notes:

• Data retention settings don't apply to the asset library.
• You can use APIs to retrieve data older than two years.

Requirements for changing data retention settings for Zoom Contact Center

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license

How to change the default data retention period for Zoom Contact Center

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. In the left-side panel, click Privacy and Data Retention.
4. In the Data Retention section, click the toggle to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. Click Edit then change these settings:
   • Deletion Type: Select a deletion type.
     • Soft-delete data: After the specified retention period, data is not deleted immediately. Instead, it is moved to a "soft-deleted" state, allowing recovery for a further period before final deletion.
     • Permanently delete data: Data is removed immediately after the specified retention period. It cannot be recovered.
   • Soft-delete Data: Specify the number of days that deleted data can be restored by submitting a request to Zoom Support. After this soft-delete period, data will be permanently deleted and cannot be recovered.
     Notes:
     • For example:
       • If the Recordings and Transcriptions retention is set to 10 days and the Soft-delete Data period is set to 30 days, then the data will be permanently deleted 40 days after creation (10 days + 30 days).
       • If the Recordings and Transcriptions retention is set to 10 days and the Soft-delete Data period is set to 5 days, then the data will be permanently deleted 15 days after creation (10 days + 5 days).
     • During the soft-delete period, admins can access and recover this data with the following steps:
       1. In the navigation menu, click Contact Center Management then Logs.
       2. Click the Recordings tabs.
       3. Click Recently Deleted.
     • Zoom Contact Center users with the correct privileges can recover soft-deleted inbox messages, voicemails, or recordings.
   • Recordings and Transcriptions: Specify the data retention period for current and future video/voice recordings and transcriptions. After this period, data is deleted based on the Deletion Type.
   • Audio Survey Files: Specify the data retention period for current and future audio files of answers from consumers in the voice engagement survey. After this period, data is deleted based on the Deletion Type.
   • Inbox Messages: Specify the data retention period for current and future inbox messages. After this period, data is deleted based on the Deletion Type.
   • Messages and Files: Specify the data retention period for current and future chat/SMS messages and files. After this period, data is deleted based on the Deletion Type.
   • Email Messages: Specify the data retention period for current and future email messages from email engagements. After this period, data is deleted based on the Deletion Type.
   • Voice messages: Specify the data retention period for current and future email messages from voice engagements. After this period, data is deleted based on the Deletion Type.
   • Work items: Specify the data retention period for current and future email messages from work item engagements. After this period, data is deleted based on the Deletion Type.
7. (Optional) To prevent all users in your account from changing this setting at the inbox level, click the lock icon , and then click Lock to confirm the setting.

How to change the soft deletion period for an inbox

If the Data Retention Type is set Soft-delete data in account-level data retention settings, and you want to set a different data retention period for certain inboxes, you can change the soft deleted period at the inbox level. Contact center users with the correct privileges can recover soft deleted inbox messages.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Inbox.
3. Click the display name of the inbox you want to edit.
4. In the Soft-delete messages section, click the toggle to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. Click Edit then specify the number of days.
7. Click Save.

How to change the data storage location for Zoom Contact Center

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. In the left-side menu, click Privacy and Data Retention.
4. In the Communications Content Storage Location section, select the location for the following content:
   
   • Recordings, Transcriptions, and Inbox Messages: Includes cloud recordings, recording transcriptions, inbox message transcriptions, and inbox messages for voice and video engagements.
   • Messaging Transcripts: Includes web chat, in-app chat, and SMS messages and files that are sent/received between agents, supervisors, and consumers.
   • Email Transcripts: Include posts and files like timestamps, participant information, and email content from all email channel engagements.

How to change the data storage location for an inbox

1. Sign in to the Zoom web portal as an admin with the privilege to edit queues.
2. In the navigation menu, click Contact Center Management then Inbox.
3. Click the name of the inbox you want to edit.
4. Scroll down to the Storage section.
5. Select a location in the drop-down menu, then click Save.
   Note: If the option is grayed out, it has been locked at the account level. Contact your admin if you wish to change these settings.

How to change the data storage location for a queue

1. Sign in to the Zoom web portal as an admin with the privilege to edit queues.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the name of the queue you want to edit.
4. Scroll down to the Data storage location section.
5. Select a location in the drop-down menu, then click Save.
   Note: If the option is grayed out, it has been locked at the account level. Contact your admin if you wish to change these settings.