This page covers how long Social Intents retains chat data, how to delete data, and how to configure zero-retention mode.
What Data Is Stored
For each chat conversation, Social Intents stores:
- Visitor information (name, email, phone as provided via pre-chat form or SDK)
- Chat transcript (full message history)
- Metadata: IP address, browser, page URL, referrer, location, visit count
- Custom fields (1-6) and custom parameters
- Agent assignment, response time, duration
- Consent status, tags, notes
Default Retention
Chat data is retained for as long as your account is active. You can access and export historical chats through Analyze → History or the REST API at any time.
Zero-Retention / History Disabled Mode
For accounts with strict data privacy requirements, Social Intents supports a history-disabled mode. When enabled:
- Chat transcripts and personally identifiable information (PII) are either obfuscated or hard-deleted immediately after the chat ends
- All PII is removed from the chat record
- The chat record may be retained for aggregate statistics only
Contact support to enable history-disabled mode on your account.
Deleting Individual Chats
Admins can delete individual chat records from Analyze → History. Click on a chat to view details, then use the delete option. Deleted chats are permanently removed.
Deleting Your Account
When you delete your Social Intents account, a complete cascade deletion removes:
- All chat transcripts and history
- All leads and contact data
- All widgets and their configurations
- All agent profiles
- All AI training data and vector embeddings
- All stored files (S3)
- The account record itself
Data Export
Before deleting data, you can export it:
- CSV export from Analyze → History, Agent Report, and Feedback pages
- REST API to programmatically retrieve chat records, contacts, and offline messages
- Webhooks to automatically send data to your systems as chats occur
Frequently Asked Questions
How do I handle a "delete my data" request from a visitor?
Search Analyze → History by the visitor's email, delete the matching chats, and delete their contact record. For programmatic handling at scale, use the REST API. Full workflow: GDPR Compliance.
Is deletion reversible?
No. Deleted chats and deleted accounts are permanently removed - export anything you need first.
Does zero-retention mode affect reporting?
Aggregate statistics can be retained for reporting while transcripts and PII are removed, so volume and trend reports keep working.