Data retention

The Data Retention page shows how long your agency’s call recordings are kept before automatic deletion.

Navigate to Admin → Data Retention (/account/info/dataretention).

The default is “keep forever”

Every recording category defaults to Forever. Unless someone has deliberately changed it for your account, nothing is being auto-deleted.

This matters for two reasons. If you have a records-retention policy that requires deleting recordings after a set period, the default does not satisfy it — you have to ask for a change. And if you’re relying on old recordings still being available, the default is on your side.

What’s covered

Retention is set per recording type:

Category	What it covers
Incoming Calls	Recordings of calls that came in to your agency
Outgoing Calls	Recordings of calls your staff placed
Voicemail	Voicemail recordings
Peer	Internal call recordings between staff members
Other	Any recording that doesn’t fall into the categories above

Each is independent — you can keep voicemails for a year and incoming calls forever.

Note

This page governs recordings only. It does not control how long client records, messages, tasks, or notes are kept — those are retained for the life of the account.

Reading the page

Each category has a slider showing its current setting. The range runs from 0 months up to 10 years, with a final position marked ∞ for Forever. The current value is displayed above each slider in plain language (“6 months”, “2 years, 3 months”, “Forever”).

A setting of 0 months means recordings are deleted essentially immediately. Choose it deliberately, not by accident.

Changing a setting

Caution

For nearly all agencies this page is view only. You’ll see an alert reading “View Only Access — Contact support if you need to request changes to these settings.”

Changing retention is restricted to Traise support staff. This is intentional: shortening a retention window permanently destroys recordings once the cleanup runs, and it’s not something we want to be a single mis-drag of a slider away.

To change a retention period, contact Traise support with the categories and periods you want. Be specific about which categories — the settings are independent and support will not assume.

Danger

Deletion is permanent and cannot be undone. If you shorten a retention window, recordings already older than the new window become eligible for deletion. Export anything you need to keep before requesting the change.

Related retention behavior

A few other parts of Traise have their own retention rules that are not controlled from this page:

• Dec Pages comparisons are kept on a rolling 60-day window, and viewing a comparison resets its clock. See Dec Pages Compare.
• Voicemail recordings are capped at 5 minutes per message at the time of recording — that’s a length limit, not a retention limit.

Tips

• Check this page during onboarding even if you don’t plan to change anything, so you know what your defaults are before someone asks in an audit.
• If your agency operates under a carrier, E&O, or state requirement that specifies a retention period, write that period down somewhere alongside the setting. The page shows what is configured, not why.
• Retention settings apply going forward and to existing recordings alike — cleanup evaluates every recording against the current setting, not just newly created ones.