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Data Retention at Outreach

Erica Chean
Updated

Overview

Managing Data Retention requirements in the Outreach platform

Outreach provides a centralized, self-service experience for Outreach Admins to manage their organization’s data retention requirements. Outreach’s centralized data retention user experience is designed for Outreach Admins to manage corporate policy expectations as well as regulatory requirements, helping them to meet data privacy laws such as the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA) and more.

The data deletion process will be triggered per the cadence established by the admin without any manual involvement thereafter unless the admin updates the retention requirements. 

How to access Data Retention

You will be able to set up an email, voice recording, and meeting recording retention and deletion schedule as follows:

  1. Log in to Outreach as an Admin.
  2. Click Administration.
  3. Click Data and privacy > Data retention.
  4. Toggle the required field for deletion.
  5. Use the drop down to select the duration.
  6. Click Save.

How Automatic Retention and Deletion works in Each Context

Email Retention and Deletion

Customers are able to leverage the Outreach email retention management feature in order to designate a retention window, after which emails and associated metrics will be automatically deleted from the platform.

  • Admins can configure a custom duration for email data retention policy that specifies for how many days email data should be retained before automated deletion.

  • There are pre-configured durations for the most common choices, but admins can configure a custom duration to meet their organization’s specific privacy needs.

  • Emails are deleted within 24 hours once the duration is met.

  • When the data retention policy is set for the first time, any pre-existing emails older than the entered duration will be deleted. Please note that it may take up to 30 days for all emails to be deleted due to the variable number of emails present, and that this action is irreversible.

Please Note These Important Details
  • Email deletion is permanent. Once an email is deleted, it cannot be recovered within the Outreach platform.
  • Once emails are deleted, reporting data associated with them will also be lost. Any associated stats will no longer be available or contribute to reporting. That includes any other features in Outreach that rely on email data that’s been deleted. For example, this could impact emails delivered, reply rates, click rates, open rates, email sentiment, contacts per prospect, and how the Sales Execution Report measures Prospects Contacted resulting in Prospects Invited. Practically speaking, your conversion from Prospect Contacted may appear better than it really is due to email contacts being gone, though the meetings are not.
  • The email retention/deletion schedule covers ALL emails in your Outreach instance. The policy cannot be selectively applied to or configured for only certain contexts.

 

Voice Recordings Retention and Deletion

Set a retention and deletion schedule for your voice call recordings, in compliance with your corporate data retention policy. Absent this configuration, call recordings will remain available in your Outreach instance as long as you are subscribed to Outreach Voice service and the recordings are not manually deleted.

  • There are preconfigured durations for the most common choices, but admins can configure a custom duration to meet their organizations specific privacy needs.

  • Recordings are deleted within 24 hours once the duration is met.

  • Any pre-existing call recordings older than the entered duration will be deleted when the feature is enabled for the first time. Please note that it may take up to 30 days for all call recordings to be deleted due to the variable number of recordings present, and that this action is irreversible. 

  • Admins will be emailed once the job to delete historical recordings are deleted.

  • Once a recording is deleted, it cannot be recovered.

  • This only covers the call recordings. Any data entered when logging the call remains in the system.

Please Note These Important Details
  • Administrators have governance settings that control which users can delete recordings and which users cannot.

 

Meeting Recordings Retention and Deletion

Set a retention and deletion schedule for your meeting recordings, in compliance with your corporate data retention policy. Absent this configuration, meeting recordings will remain available in your Outreach instance as long as you are subscribed to Outreach Kaia service and the meeting recordings are not manually deleted.

  • There are preconfigured durations for the most common choices, but admins can configure a custom duration to meet their organizations specific privacy needs.

  • Recordings are deleted within 24 hours once the duration is met.

  • Any pre-existing meeting recordings older than the entered duration will be deleted when the feature is enabled for the first time. Please note that it may take up to 30 days for all meeting recordings to be deleted due to the variable number of recordings present, and that this action is irreversible. 

  • Admins will be emailed once the job to delete historical recordings are deleted.

  • Once a recording is deleted, it cannot be recovered.

Please Note These Important Details
  • The above applies to retention of Outreach Kaia Meeting Recordings. To manually delete meeting recordings for Outreach Kaia, you can select recordings from the recorded meeting list view page and delete them. Please note this will delete the entire meeting recording details - action items, transcript, and audio recording synced with that meeting.
  • Administrators have governance settings that control which users can delete recordings and which users cannot. 



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