At SnapCall, workspace admins and owners can define how long customer media should be retained in the workspace.
Once the media expiration setting is configured, all new incoming media will follow this retention period. When the defined time has passed, the media is automatically deleted from SnapCall.
Important: changing the media expiration setting does not apply retroactively to media that was already stored. Existing media keeps the expiration setting that was saved in its metadata when it was uploaded.
When media expires, SnapCall deletes:
- The media file from SnapCall’s database
- Related AI outputs and AI-generated data stored in SnapCall
- The stream used to upload the media, including associated stream information
What is not deleted:
- Workspace insights and metrics, such as counters for media or streams generated
- Information already stored in your connected CRM or ticketing tool
For example, if AI outputs were added as notes in a Zendesk ticket, those notes will remain available in Zendesk. However, the original media will no longer be available through the SnapCall media viewer.
If you need to update the expiration date for existing media in your workspace, please contact your Customer Success Manager or the SnapCall support team.