Skip to main content
AI Chatbot has several retention classes because a visitor transcript, an operational event, a human-support Request, and an audited public action are not the same record.

​
Organization defaults on Widgets

Chatbot → Widgets exposes organization defaults for:
  • Conversation retention
  • Request retention
  • Public action-audit retention
The current Widgets UI supports: Conversation retention also participates in the lower-level Chat retention policy used by the Conversations lifecycle.

​
Conversation retention policy

Administrators can also review the Retention policy under the Conversations administration view. It contains:
  • Conversation days
  • Operational event days
  • Deletion grace days
The core default policy is:
  • Conversation: 30 days
  • Operational events: 7 days
  • Deletion grace: 7 days
The policy layer supports conversation retention from 7–730 days, event retention from 1–90 days, and deletion grace from 1–30 days, with operational-event retention not allowed to exceed conversation retention. Use the ranges shown by the dashboard control you are editing. Different surfaces intentionally expose the subset relevant to that data class.

​
Scheduled deletion

A manual or retention-expiry deletion is a lifecycle, not one database statement. When deletion is requested:
  1. RAUM verifies the conversation belongs to the organization.
  2. Active legal hold is checked.
  3. The conversation is closed/marked for deletion.
  4. active widget sessions for it are revoked;
  5. a deletion job is created; and
  6. the actual purge becomes eligible after the configured deletion grace period.
This gives the system a bounded cleanup path for related transcript/file data instead of leaving partial orphaned state. Applying a legal hold protects the conversation from retention/deletion processing. If a deletion job is already pending, it is moved to Blocked legal hold rather than purging the protected content. Removing the hold can return a previously blocked deletion job to retry processing when the conversation had already been marked for deletion. Legal-hold changes are audited.

​
Deletion failures

Deletion jobs can surface terminal/problem states such as:
  • Blocked legal hold
  • Dead letter
  • Cancelled
  • Failed/retry-related state
The Conversations workspace exposes these failures for administrators.

​
After the content is purged

RAUM keeps a content-free deletion ledger needed for retry/audit evidence even after conversation content is gone. That ledger is deliberately not the deleted transcript in disguise.

​
Updates to retention policy

Changing the conversation policy updates eligible existing records according to the current retention implementation. Legal holds remain protected. Review a shorter retention period carefully before saving it because it can move existing eligible records closer to deletion.

​
Visitor telemetry

Visitor-data collection has additional controls under Topics → Visitor data, including a separate purge for retained telemetry. Disabling a telemetry field stops new collection; it does not necessarily mean historical values vanished at the same instant. Visitor data →

​
General rule

Do not use a single sentence such as “RAUM stores Chatbot data for 30 days” as your organization’s policy. Different record classes have intentionally different controls, and legal hold can override normal deletion timing.