Retention, export and deletion

Retention

Conversations — messages, attachments and visitor context — are kept for a set number of days, then deleted automatically. Set it in Live chat › Chat settings › Privacy under Conversation retention (days).

You can always set a shorter period than your plan allows.

• The clock counts from a conversation’s last message.
• After you shorten retention, conversations beyond the new limit are removed by the daily clean-up, not the moment you save. The site owner gets an in-app notice with the date first, so you can export what you need.

Export a conversation

Open the conversation in the inbox and choose Export. You get a record of that conversation: messages, timeline events and consent records, as stored at that moment. Exports are logged.

Analysts and agent-only teammates can’t export by default; an admin can allow it per person.

Delete a conversation

Choose Delete on the conversation. Messages and attachment files are removed immediately and can’t be restored. An audit entry remains.

Deletion mode for single messages

In Messaging, choose how deleting a message works:

Requests from visitors

A visitor who wants their chat deleted should contact the website they chatted with. As the site owner, export or delete the conversation from the inbox.