What happens to calls recordings when the contract expired?

Created by Alain T, Modified on Fri, 1 May at 3:52 AM by Alain T

What happens to calls recordings when the contract expired?

Applies To

Voice
Call recordings

Answer

Outreach does not delete historical call records simply because the contract expires. All calls made while the customer's account is active will remain part of their historical data.

That said, there are two important distinctions:

Call metadata (logs, timestamps, dispositions) will remain stored in Outreach, but once the contract ends, the customer will no longer have access to the Outreach UI to view them.
Call recordings and recording URLs are hosted by Twilio, not directly by Outreach. Those URLs are not automatically deleted by Outreach at contract expiration. Continued access to them depends on Twilio’s data‑retention policies, not Outreach.

Because the customer's CRM already stores the Twilio recording URLs, they should continue to resolve as long as the recordings are still retained by Twilio.

Best practice recommendation:
Before the contract ends, we strongly recommend the customer to download any call recordings they need to retain long‑term, in case Twilio’s retention policy or account status changes in the future.

Additional Information

Please review this Twilio's data retention and deletion policy.