This guide will explain how to request the deletion of call recordings.
Recording calls is optional and dependent on your licenses and routing policies
Step 1: Identify the Calls to be Deleted
The key to a successful deletion request is to have the correct UUIDs for each call. We strongly recommend finding both the "From UUID" and "To UUID" for every recording you want to delete.
How to Find UUIDs:
For a single call: Navigate to the Call Reporting object for that specific call. Copy the values from the "From UUID" and "To UUID" fields.
For multiple calls: Create a Salesforce report that includes the "From UUID" and "To UUID" columns. Filter this report to display only the calls you want to delete.
Note: Call recordings are made based on your routing policies and licensing. For more details on how call recording works, see our article on the Record a Call App.
Step 2: Submit a Deletion Request
Once you have the UUID’s, you'll use our Help Center form to submit your request.
Please note: Only users with Standard Plus and Admin access can raise support cases for call recording deletion requests.
Go to the Natterbox Help Center and navigate to Support.
Click on Call Deletion Request.
The form will pre-populate your requestor information from your login.
Completing the Form:
Request Type: Choose between Individual Requests (1 to 5 calls) or Bulk Requests (more than 5 calls).
Call Recording Details:
Individual Requests: Copy and paste the "From UUID" and "To UUID" for each call into the respective fields on the form.
Bulk Requests: You must upload a CSV file containing your UUIDs.
Your CSV file should have your UUIDs in a single column.
UUIDs must follow the format: 931a2d9e-5909-11f0-8eeb-6dc2c51cbda4
Only .csv files are accepted.
To upload, click the upload button, locate your file, and select it.
What Happens Next?
After you submit the form, a support case will be automatically generated. You'll receive a confirmation email acknowledging your request.
The standard resolution time for deleting call recordings is up to 7 days.
Requests for a large volume of calls may take longer depending on the size of the request.
You will receive a final email confirmation once the deletion is complete.