Contact retention for Twilio Flex

When you run the call recovery process, you can search for interactions as far back as the Twilio Flex and Verint retention periods allow.

Twilio Flex retention is 13 months

Twilio Flex keeps contact records for 13 months, so you can search for contacts as far back as 13 months ago.

Twilio Flex retention is defined by the Twilio API endpoints used for recovery:

api.twilio.com: Retention timeframe is 13 months

insights.twilio.com: Retention timeframe is 30 days

Twilio API endpoints are selected automatically during the recovery process depending on the recovery timeframe.

Verint contact retention is configurable

Verint stores the call metadata required for call recovery in the Contact Database for the period defined by the database and Archiver retention settings. The records in the Contact database are not be purged as long as the records exist in the Archive database even though the Contact database retention is met.

Verint keeps contact records in the Recorder's call buffer (cache) for the period defined by the Threshold and Retention options on the Disk Management page. When the retention period is reached, the contacts are archived for the period defined on the Archive drive.