How to request call recording deletion

This guide will explain how to request the deletion of call recordings.

Recording calls is optional and dependent on your licenses and routing policies

First let’s recap how calls are recorded. Whenever you configure a "record a call" component in your routing policy, you have the option to select the recording leg. If your "record a call" component is using “This leg”, this would mean that the recording would be based on the “From UUID“ field, if you are using the “Other leg”, the recording will relate to the “To UUID“ field value. Our recommendation is to always select “Both” as the option in the "record a call" component. You can find more about this in the below article : "record-a-call-app"

To begin the deletion process, first identify the calls that need to be deleted. If you need a single call deleted, navigate to the call reporting object for the call you want to delete and then copy the values under the fields “From UUID” and “To UUID”. If you would like to request the deletion of more than a few phone calls, you would have to configure a Salesforce report in which the columns “From UUID” and “To UUID” are included, and the calls are filtered in a way that only the calls you would like to be deleted are displayed. We would recommend including both UUID values in every call recording deletion to ensure that the call is purged successfully.

Once you have identified the scope of the recordings that need to be deleted you have to complete a form used to request the call recording deletion. Once you complete the form, a case will be generated with our support team and you will receive an automatic confirmation. The form that you need to complete can be accessed by clicking the below link: Call Recording Deletion Request

Please find below the instructions for completing this form as well as the definitions of what each field refers to :

• Your company - This will be your business name.
• Natterbox Account number - This is your 4-digit billing ID, if you are not sure what that ID is, please reach out to either the support team or your customer success manager.
• Name - The name of the person requesting the deletion. Please note that this person has to be an authorised support contact for the request to be accepted.
• Email - This will be the work email address of the person requesting the deletion
• Call recording details - This section can be completed in 1 of 2 ways :

1. If you need to delete 1 to 5 calls, please fill in the "From UUID" which you have copied from the CRO in the “ UUID” field, and then please fill in the “To UUID“ in the “To UUID“ field on the form. Please make sure that the Start date for each is also added in the “Start Date“ field on the form. If you are not sure where to find this, it will be located in the same section as “From UUID” in a field called “From Channel Start Time“.

To add more entries, please click on the button “Add Call Recording“. This will create an additional window where you can include the details of another call in the same manner as before.

2. If you would like to delete a larger batch of calls, you would then have to configure a report, export it and then upload it to the form. This option is available in the section “Bulk Call Recording Deletion“. You have to click on the upload button, locate the file on your computer and select it. Please note that only csv file types are accepted.

As this process will delete potentially sensitive call related data a second person from the organization requesting the deletion will need confirm the request as well. This can be done by filling out the last section accordingly:

• Name - Is the name of the second related contact
• Position - Is their role of the user within your organisation
• Email - Is their work email address.

Once these are filled in, you have to tick the confirmation box and then click submit.

This will then generate a support case for the Natterbox support team and you will receive a confirmation email from the support member working on the request. 

Once it is completed the agent will advise via email accordingly.

The standard resolution time for deleting call recordings is up to 7 days, but requests to delete larger amounts of calls may take longer depending on volume.