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  • 1.  GDPR - Chat Emails

    Posted 06-05-2025 18:18

    Stephanie_Fong | 2020-09-21 19:24:18 UTC | #1

    What is the proper way to meet GDPR requirements and delete PII (email and name) from Chat interaction records? I've used the GDPR endpoint with the following request params

    { "requestType": "GDPRDELETE", "subject": { "emailAddresses": ["skfong@google.com"] } } and the deleteconfirmed: true flag. But I still see the email intact when I use the 'https://api.usw2.pure.cloud/api/v2/analytics/conversations/details/jobs' endpoint to get Interaction records.

    John_Carnell | 2020-09-21 20:03:48 UTC | #2

    Hi Stephanie,

    Can you please make sure you are using deleteConfirmed and not deleteconfirmed. I was looking at the API documentation and it references deleteConfirmed. The deleteConfirmed parameter is a "double check" to make sure you really wanted to delete the record. If you used deleteconfirmed flag, you should have got a 400 HTTP status code back. Otherwise, if you got a 200 or 202 request back then the call was accepted.

    Some background on our GDPR API:

    • While we ask for 14 days for Genesys Cloud to complete the response to the GDPR API request, most requests are completed much faster, perhaps in 1-2 days.

    Generally when we designed our GDPR API, we started with the regulation's 30 day response period and evaluated the time necessary for all microservices to respond to a GDPR API request. From there we decided that 14 days was a reasonable and sufficient time for Genesys Cloud to completely respond to a GDPR API request, as documented at https://help.mypurecloud.com/articles/genesys-cloud-and-gdpr-compliance.

    I hope that helps.

    Thanks, John Carnell

    Stephanie_Fong | 2020-09-21 21:07:54 UTC | #3

    Hi John,

    Thank you for your quick response! Yes, I'm using the deleteConfirmed flag, sorry about that. The delete_confirmed is what our app is using through the Ruby SDK. But in my testing with Postman, I am indeed using deleteConfirmed.

    I will continue to check to see if the request with the email gets fulfilled in the coming days, I submitted it last Thursday. With my requests with phone numbers, I typically see it take effect within 1-2 days, so I assumed it would be done by today.

    John_Carnell | 2020-09-21 21:23:57 UTC | #4

    Hi Stephanie,

    If you do not see ut get deleted within the 14 day window, I would then open a ticket with our customer care group (https://help.mypurecloud.com/articles/contact-genesys-cloud-care/).

    Thanks, John Carnell

    system | 2020-10-22 21:23:59 UTC | #5

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 8876



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