Overview

Customers may have concerns about the storage and deletion of conversations in Kayako, particularly in relation to GDPR compliance. They may be unsure about how long conversations are stored in Kayako and whether there is an automatic deletion policy in place. By default, Kayako does not automatically delete conversations and they will remain in the system unless manually deleted.

Solution

To comply with GDPR in relation to conversation storage and deletion in Kayako, you need to manually manage the deletion of conversations as Kayako does not automatically delete them by default. However, you can set up triggers in Kayako to automate the deletion of old conversations. Here are the steps to do so:

1. Visit the Kayako help center and read the article on creating automations with triggers and monitors: Creating Automations with Triggers and Monitors
2. Follow the instructions in the article to create a trigger that will automatically delete conversations after a certain period of time.

Remember, conversations will remain in the system unless manually deleted or unless a trigger for deletion is set up.

Every time you delete a conversation or email either manually or through automation, that deleted conversation or email goes to the trash folder. Items in the trash folder are automatically deleted after 90 days, however, you might want to do some manual clean-up from time to time due to GDPR. Check: Emptying the Trash Folder

Summary

While Kayako does not automatically delete conversations, users can manually delete them or set up triggers to automate the process for GDPR compliance.

FAQ

1. Does Kayako automatically delete conversations?
   No, Kayako does not automatically delete conversations. They need to be manually deleted or a trigger needs to be set up for automatic deletion.
2. Are conversations in Kayako stored indefinitely?
   Yes, unless manually deleted or a trigger for deletion is set up, conversations in Kayako are stored indefinitely.