Privacy
Open in CMSOrganization-wide setting that makes conversation content unreadable to everyone — including Owners and Admins — after a retention window.
Open the Organization page → Configure on your organization → Privacy tile. Owners and Admins only; the tile is not shown to anyone else.
Purpose and Access
| Privacy Mode | Encrypts new conversation content and removes it for everyone once it expires. Off by default. |
| Page Access | Owner/Admin only. |
| Retroactive | No — only messages sent after it's turned on are protected. |
Settings
| Privacy mode enabled | Master switch. You can set the windows below before turning it on. |
| Retention (hours) | 1–168, default 24. Resets every time a new message arrives in the conversation. |
| Hard cap (days) | 1–30, default 7. Absolute limit regardless of ongoing activity. Cannot be shorter than the retention. |
| Enabled since / Last changed | When the mode was turned on, and when the settings last changed. |
| Save privacy settings | Saves the current values. Turning the mode on first opens the Turn on privacy mode? confirmation, where Turn on applies it. Turning it off or changing the windows saves straight away. |
Conversation Service Sync
| Conversation service: up to date | The setting is active and enforced. |
| Conversation service has not received the latest setting | Enforcement is behind; a Resend action is shown. |
| Could not check the conversation service | Status could not be verified; retry shortly. |
What It Affects
| Transcripts & Conversation Analysis | Show no content, for any role, once expired. |
| Personalization | Not saved while privacy mode is on. |
| SQL DB Reader Query Logging | Turned off. |
| Voice Canvas → WhatsApp / email | Sending disabled during calls. |
| Automations | Automation content (instructions, conditions, recipients) is hidden from staff; new automations are stored encrypted. Listed where the Automations feature is available. |
| Statistics | Message counts, tokens, channels, times, and user IDs are still kept. |
| Turning Off | Stops protecting new messages only — already-protected content still expires on schedule and cannot be recovered. |
See Privacy Mode for the full explanation, and Managing Agent Access for the related per-contributor permission.
Related guide: Privacy Mode