What gets kept, and for how long
You set retention under Settings → Data → Data retention. Only workspace admins can change it.
| Setting | What it deletes | Default |
|---|---|---|
| Call recordings | Call audio | 90 days |
| Call transcripts | Call transcripts | 90 days |
| Audience contact data | Archived audiences, counted from when they were last updated. Audiences in use are never deleted by retention. | 90 days |
Each setting can be 30, 90, 180 or 365 days, 2 years, or Never delete.
Retention doesn't delete the call record or its post-call analysis. The call's status, numbers, duration, sentiment, call_successful and analysis answers are kept, along with the billing record. See call logs.
How deletion runs
A job runs every night and deletes recordings, transcripts and archived audiences older than your windows. Each run that deletes something is listed under Settings → Audit log.
- Shortening a window applies to existing data. Anything already older than the new window goes in the next nightly run.
- Lengthening a window only helps data that hasn't been deleted yet.
- Deleted data is gone from the dashboard and exports. There's no restore in the dashboard. If you'll need recordings for a dispute or an audit months from now, set the window before the calls happen, and download what you need to keep.
If you need written confirmation of deletion, for example for an audit, ask support.
Recordings only exist on deployments with the recording add-on switched on. See recording consent.
Deleting on request
| Request | How |
|---|---|
| Delete the whole workspace's data | Settings → Data → Your data → Request data deletion. Admins only. This files a deletion request with Finn's privacy team, who verify it with you before anything is deleted. |
| Delete specific data, such as one person's calls | Email [email protected] with what to delete. Finn's Data Processing Addendum commits to completing deletion requests within 30 days. |
You can't delete a single call from the dashboard or the API.
Under the Data Processing Addendum, recordings and transcripts are also deleted automatically if a workspace is entirely inactive for 12 consecutive months.
Privacy laws such as GDPR set deadlines for answering a deletion request, typically one month. Send the request to Finn early enough to meet yours. This isn't legal advice.
Before you close a deletion request
- Remove the person from your audiences. Deleting their data doesn't stop future calls. Remove their number from every audience, for example with
DELETE /audiences/{audience_id}/contacts/{phone}(api-audiences). Contacts can't be removed while a running deployment uses the audience, so stop it first. - Check your sequences. A sequence can call or message someone again after a call.
- Delete your own copies. Webhook payloads, CSV and PDF exports, workspace exports and CRM records synced through an integration are outside Finn. They're yours to delete. See webhooks and integrations.
Opt-out isn't deletion
A person who asks you to stop calling hasn't necessarily asked you to erase their data, and the reverse is true too. Handle each request as stated.
Finn has no do-not-call list that deployments check. Marking a contact Do not call on the Contacts page doesn't stop a deployment from dialing that number. To stop calling someone, remove their number from every audience and keep it out of future uploads. Keeping your own suppression list, and scrubbing your lists against it before upload, is your responsibility. See compliance.
Workspace export
Admins can download a copy of the workspace's data under Settings → Data → Your data → Export workspace data. It includes call logs, transcripts, audiences, Finn configurations, deployments, phone numbers, wallet transactions and the audit log. It doesn't include recordings. The download link expires after 24 hours.
Related
- Data residency: where the data is stored.
- Exports: getting call data out before it ages past retention.
- Compliance: what Finn covers and what stays with you.