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Delete custom attributes and chat survey

  • 1.  Delete custom attributes and chat survey

    Posted 06-05-2025 19:06

    TestUser1 | 2020-12-18 10:12:37 UTC | #1

    Hi All.

    We have a requirement where we have to delete the customer data(All the personal data, all the data for call logs, Chat transcripts, custom attributes, Chat surveys etc.) who are no more associated to the company. We are aware that we could delete recordings which deletes chat transcripts/screen recording/call recordings.

    Can some help me how can we delete the custom attributes as we are storing customer data in that as well and how to delete the chat surveys data that customer opted for.?

    TestUser1 | 2020-12-21 08:40:18 UTC | #2

    Can someone please help me?

    tim.smith | 2020-12-23 16:56:32 UTC | #3

    You may be interested in the GDPR APIs and the Resource Center articile on Genesys Cloud and GDPR Compliance.

    TestUser1 | 2020-12-23 17:01:00 UTC | #4

    We have gone through this but there it has been mentioned

    • Web chat interactions : All web chat interactions containing personal data must be associated with a contact profile stored in External Contacts. There is no method to search for personal data stored in web chat interactions independent of External Contacts. If personal data is stored in a web chat through a custom variable, it cannot be found through the GDPR API unless the web chat is associated with a contact profile.

    We are storing customer personal data in custom attributes. Is there any way we can delete from custom attributes?

    tim.smith | 2020-12-23 17:12:46 UTC | #5

    TestUser1, post:4, topic:9546
    We are storing customer personal data in custom attributes. Is there any way we can delete from custom attributes?

    You cannot submit GDPR requests for personal data independent of external contacts. Since you're storing personal data in a custom variable, it cannot be found via the GDPR API unless you first associate the conversation with an external contact.

    TestUser1 | 2020-12-23 17:18:49 UTC | #6

    Thanks Tim.

    I know we can not use GDPI APIs if it's not associated with external contacts. But Is there any way from which we can delete custom attributes directly ?

    tim.smith | 2020-12-23 17:28:16 UTC | #7

    While there is limited ability to update participant attributes after a conversation has ended, that does not necessarily propagate the change everywhere in the system and you cannot scrub other properties that way. GDPR requests are the only way to scrub data from Genesys Cloud in a manner compliant with GDPR requests.

    TestUser1 | 2020-12-23 18:11:44 UTC | #8

    tim.smith, post:5, topic:9546
    the GDPR API unless you first associate the conversation with an external contact.
    1. If we associate the customer data with an external contact will it delete the data attached in custom attributes as well?
    2. Will it delete all the past interactions data or interaction data starting from the day when we create the external contact?

    system | 2021-01-22 18:11:49 UTC | #9

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 9546



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