Deleting data & conversations

Data security has top priority at Capturi, so of course we have also made it super easy to delete conversations and data, so may uphold your internal procedures for data management.

Below you can read more about how you manage deletion of conversations and data in Capturi.

How can I delete conversations in Capturi?

There are two ways to delete data:

1. Manual deletion of single conversations

2. Automatic deletion after a given period

Manual deletion

Users with the role Owner or Admin kan easily delete single conversations.

You do this on the individual conversation page via the three dots in the upper right corner of the page.

To find a specific customer conversation/-s you search for the customers phone number in the filter "customer".

Automatic deletion after a given period

You can configure Capturi to automatically delete conversations after a given period according to you deletion policy/-ies. How you choose to configure it, should of coure reflect your need for keeping data for statistical purposes.

Policy 1 (partial deletion)

This policy will delete your conversations after a given timeinterval, but allow you to keep the data necessary to make statistic analysis in the future and recalculate trackers.

This way historical data is preserved enabling you to see tracker development over time as well as sentiment, score etc.

What is deleted?

• The audio file so playback is no longer possible

• The customer phone number

What remains?

• Satitstics

• Employee name

• Anonymised transcription on the backend (which is not accessible via the user interface) where all emails, names and numbers (like CPR, customer numbern, phone numbers) are permanently removed.

• As all these informations are removed, there are no longer any personal information that makes it possible to link the transcription to a specific person, and therefore Capturi is no longer handling any personal data.

Policy 2 (complete deletion

This policy ALL data about the conversation, and the conversation will no longer exist anywhere in Capturi, meaning it is not possible to get statistics about the conversation once it is deleted.

So if the deletion timeframe is set to 90 days, it is not possible to get a historical view further back than 90 days.

What is deleted?

• Audio file

• Customer phonenumber

• Transcription

• All statistics
  

What remains?

• Nothing

Policy 3 (combination)

You may combine policy 1 and 2 to get the optimal setup.

For example you can use policy 1 with a timeframe of 90 days combined with policy 2 after 180 days.

In this example the audio file and customer number is removed after 90 days and everything else after 180 days.

Deleting library snippets

Library snippets follow their own configurable deletion policy, and it is therefor possible to keep snippets from conversations that have been deleted by the general deletion policy.

This is especially relevant for you, if you plan to build a substantial library and do not wish to constantly maintain it by spending time adding new but similar snippets.

Keeping the snippets are possible because it is created and stored as a separate audio file, when you create the snippet.

If you have any questions to your deletion strategy please contact you customer succes manager.