Chat only applies to traditional chat. Messaging would be under the Message tab in the Policy. Now, if you are trying to limit SMS over Web Messaging, you would have to have two different policies either by Wrap-up or Queue that distinguishes between the two types of messaging platforms.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 12-06-2024 07:06
From: Karthik Ageer
Subject: Messaging transcripts retention period in Genesys.
Hi Everyone,
what is the default retention period of messaging transcripts in Genesys cloud ? in the organisation setting, under Security & Compliance > under Chat Message Retention Days > i see it is configured as 3650 days. Is it applicable to messaging transcripts as well or just the chat ?
what is the best practise, should i create a policy and store the messaging transcripts ? (we are planning to store transcripts for 90 days so if i set a policy to delete the transcript after 90 days does it override the organisation setting and delete )?
Thanks,
#DigitalChannels
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Karthik Ageer
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