At SnapCall, both admins and owners can define how long media should be kept in the workspace once it is shared by their customers.
After this time frame passes, SnapCall performs the following actions:
Media deletion: The media is permanently deleted from SnapCall’s database, with no possibility of recovery.
AI outputs: Any AI-generated outputs and related data are also deleted from our backend, leaving no trace of their content on our servers.
Stream deletion: The stream used to upload the media is deleted, along with all associated information (such as the agent who created it, the origin, etc.).
What does not get deleted:
Insights and metrics: These remain up to date on the SnapCall page. While the media and streams are erased, counters of media/streams generated and linked to the workspace are retained.
Linked ticket data: Anything stored in the connected ticket is not deleted by SnapCall. This means:
a) If SnapCall added AI outputs as private or public notes in the ticket, they will remain available to agents and customers (if public).
b) The media itself will not be available in the ticket, as SnapCall does not normally attach it directly, it is only accessible via the viewer. Any copies of the file downloaded into the ticket or elsewhere by CRM automation will not be deleted by SnapCall.
To learn more about how exactly media expiration works and how this gets applied to a media, please refer to this article.