Status, security and data
Handle data requests, consent, legal holds and retention
Answer access and erasure requests, keep consent records with proof, place legal holds, set how long data is kept and choose where files are stored.
Steps
Know where data protection lives
Privacy holds data-subject requests (access, portability and erasure), legal holds and the consent ledger. Legal holds can also hold the whole organisation. Data retention on Analytics settings removes old derived data and call recordings. Data region chooses where your files are stored. These pages are for administrators.
Set your privacy settings
On Privacy, under Privacy settings, set how long Marketing consent lasts (days) (730 by default) and AI contact consent lasts (days) (365 by default); leave a field empty to keep consent until withdrawn. Set the Days to answer a request (30 by default, 1 to 90) and the Days an export is kept (30 by default, 1 to 90). Choose Save settings.
Record a request
When someone asks for their data, open Data-subject requests and Record a request. Choose the Request: Access, Portability or Erasure. Enter the Contact ID from the contact's page, how it was Received by (e-mail, phone, letter or web form) and Who asked (optional). Choose Record request. The row shows the date it is due and turns Overdue after it.
Verify the person's identity
Nothing is exported or erased before the request is verified. Choose Verify identity and write how the person's identity was checked. The status becomes Verified. If you cannot verify or must not act, choose Refuse and write why; the reason is kept with the request.
Answer an access or portability request
On a verified request choose Export data. The platform builds one document in an open format (JSON) with everything it holds about the person, including data under a hold, and a list of what was kept back and why. Choose Download export and send it to the person. The export is kept for the days you set, then removed.
Answer an erasure request
On a verified erasure request choose Erase data and confirm. Call recordings, transcripts, attachments and message content are deleted, analytics about the person are removed, their consents are recorded as withdrawn, their addresses are blocked from further contact and their profile is emptied. The Outcome column then shows Erased, or Erased; some files still to delete while file storage finishes.
Look up and record consent
Under Consent ledger, enter a Contact ID and choose Look up. Each channel and purpose shows Granted, Expired or Not granted, its Lawful basis, its expiry and its Source, with the Proofs below. Under Record consent or a withdrawal, choose the Channel, Purpose, Consent, Lawful basis, Source and Proof, enter the Exact words agreed to and choose Record.
Place a legal hold
A hold keeps data that retention or an erasure would delete. On Legal holds, under Place a hold, choose What it covers: The whole organisation, One contact or One conversation; enter the Contact or conversation ID, the Matter and the Reason, and choose Place the hold. Privacy also has Place a hold for a person or a conversation.
Release a hold
When the matter ends, choose Release on the hold under Active holds and give the Reason for the release. The hold moves to Released holds with who released it and why. A hold is released once and never deleted.
Set data retention
On Analytics settings, under Data retention, enter a number of days for each dataset: Conversation insights, Export files, Alert history, Report deliveries, Auto-QA scores and Call recordings. Each field shows its allowed range. Leave a field empty to keep that data. Rows older than the period are removed daily; Purge now removes them at once, and Recent runs shows what was removed.
Choose the data region
Open Data region. It shows your Region and whether it can still change. Choose a region from the list and choose Save. Your attachments, uploads and recordings are stored in that region. Choose before you start: once the first file is stored, the region cannot change.
Good to know
- Card numbers and IBANs in messages are stored as [card] and [iban], on every channel and in notes and logs. A customer still receives what your agent typed, except on web chat, where they see it masked too. Use a payment link or a secure form for card details.
- Erasure is refused while a legal hold covers the person or the whole organisation; the request shows Refused with the hold's reference. Release the hold, record a new request and erase then. A hold on one conversation keeps that conversation whole and the rest is erased.
- If you switched on Record keeping for regulated desks on Analytics settings, an erasure that would delete calls or messages still inside that period is refused, with the date it can be done. The period only grows: once on, it cannot be shortened or switched off here.
- A request on a contact that was merged into another is refused. Make the request on the contact it was merged into.
- A contact who withdrew recording consent gets no recording link, transcript link or AI summary in your CRM.
- Retention never deletes conversations, messages or billing records. Held data is never removed by retention.
- Data region: a region marked not available on this server cannot be chosen. Once data is stored the region is fixed; moving it is a migration your provider does.
- Data retention is on Analytics settings, which needs the analytics feature on Feature access.
- Every request, verification, refusal, hold and release is recorded with the person who did it.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.