Configure Data Retention Settings and Data Deletion Options
  • 19 Apr 2022
  • 4 Minutes To Read
  • PDF

Configure Data Retention Settings and Data Deletion Options

  • PDF

REQUIRED USER ROLE
Compliance Administrator
ACADEMY
Available in eLearning format in the Academy

Manage how long to store Customer data for and delete Customer data collected, including Contacts, Conversations, or their entire Customer Profile, to abide by privacy and data regulations.

Before you start

Review the following before you delete Customer data or change Data Retention settings:

Platform level setting for Data Retention

Configure Gladly — on a platform level — to either retain all Customer Profile data indefinitely or to automatically delete all Customer Profile data (i.e., Conversations, attachments, recordings, etc.) that exists in Gladly after a <customizable> number of days has passed.

Watch Out - Deleted data can't be recovered
Deleted Customer Profiles and all the data it contains about a Customer cannot be recovered.
  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Security and Compliance category, click Customer Data Retention.
  4. From the Customer Data Retention page, choose if you'd like to keep Customer data indefinitely or if they are to be deleted automatically.
    • Use Default Settings – All Customer Profile data is retained, and no automatic deletion occurs.
    • Use Custom Settings – Set the number of days Customer Profile data is automatically deleted, counting from their last Contact date. A minimum of 365 days is required.
  5. Click Save.
    • If you choose to use a custom setting, you'll be prompted to confirm that you understand the ramifications of this option. Click I Understand, use custom settings to complete your update.
Note - Custom settings and deletion jobs
  • Deletion jobs – Remember that the countdown to delete Customer Profile data begins on the day of their last Contact. So if you have 365 days configured, any Customer who doesn't have additional Contacts for 365 days after the date of the last Contact is automatically deleted. This means data deletion jobs may be ongoing as this is a rolling period.
  • Last activity vs. last Contact – External apps (e.g., Stella, Thankful, Klaviyo, etc.) that post activity/events in a Profile are excluded in the definition of "last Contact." For example, if the last Contact with Customer Jarrod was on July 11, 2021, and Jarrod responded to Stella's CSAT survey on August 8, 2021, we'll continue to use July 11, 2021, as the last Contact date.

Delete data on a Customer Profile level

Delete Customer Profiles independent from your platform-level data retention settings. See Customer Profile level deletion to learn what is deleted.

Watch Out - Deleted Profiles can't be recovered
Keep this in mind before you delete a Customer's record.
  1. Open the Profile of the Customer you want to delete from Gladly.
  2. Next to the Customer's avatar, click the kebab icon (three dots), then click Delete Customer.
  3. You'll be asked to confirm your deletion request. Click Delete Customer Profile to confirm.
Note - Bulk deletion of Customer Profiles
Send an email privacyrequests@gladly.com if you need to delete more than 50 Customer Profiles at the same time. Otherwise, you may delete Profiles one at a time.

Delete data on a Contact level

Delete individual messages/Contacts without deleting other records contained in the Profile. For example, you can delete credit card numbers sent as a message that contains PII.

You can only delete one item at a time. See Contact level deletion to learn what is deleted.

  1. Open the Customer's Profile where you need to delete an object.
  2. From the object (e.g., a Contact), click the kebab icon (three dots), then click Delete Message.
  3. You'll be asked to confirm your deletion request. Click Delete Message to confirm.

Deleted messages appear as "This item has been deleted" in the Conversation Timeline.

Note - Deleting email threads
Deleting an email thread deletes all the messages contained in the thread, including images and attachments contained in the thread.

Delete call recordings or Conversation attachments

Export Customer data from the Customer Profile

Customers may have the right to access information and data about them. When requested, Compliance Admins can export a JSON file that contains all the information you have about a Customer. Information like their:

  • Name
  • Contact information
  • Address
  • Custom attributes
Tip - JSON format
JSON stands for JavaScript Object Notation. It's a plain text format that allows for storing and transporting data while allowing the portability of data. Programs like TextEdit (Mac) and Notepad (PC) can open a JSON file. Open the Profile of the Customer you want to export data for from Gladly.
  1. Open the Profile of the Customer you want to export data for from Gladly.
  2. Next to the Customer's avatar, click the kebab icon (three dots), then click Export Customer Profile.
  3. A JSON file is downloaded to your local folder.
  4. The JSON file can be shared with Customers and opened with programs like TextEdit (Mac) and Notepad (PC). The JSON structure can be found on our developer site

Retrieve Customer data by API

GDPR, CCPA, and other privacy requests to retrieve a copy of Customer data collected can be performed by you — Gladly's Customer — through API. When a Customer of yours requests access to their Gladly data for GDPR, CCPA, or any other privacy reason, you can use the Gladly API to retrieve a JSON file containing their entire user history.

  1. Generate an API token.
  2. Using your preferred API client, create a request to find customers. The API response is a portable JSON file that can be shared with the consumer who requested access to their Gladly data. Here's a curl example of the request:
curl -u user@organization.com:$GLADLY_API_TOKEN \\
<https://organization.gladly.com/api/v1/customer-profiles?phoneNumber=%2B14151234567>
Note - Search returns no data
If a search returns no data, means there's no matching information stored in Gladly.

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