Legal hold cases

You can apply legal hold to a case, which blocks deletion of the interactions the case contains. Legal hold is typically used for compliance or legal purposes. When a case is placed under Legal Hold, interactions that the case contains cannot be deleted from the system manually or through automated means.

Access to legal hold features

The use of legal holds requires the granting of specific Risk Management privileges for the role assigned to you. Contact your administrator if you are unable to use features related to legal hold. See the related topics section to learn more.

Archive requirements for Legal Hold

Legal hold retention requires the use of Archive. Archive provides long-term storage of interactions. Usually, interactions under legal hold are already archived using existing archive campaigns and drives.

For interactions that are under legal hold and not already archived, you must create a special archive campaign and drive. Configure the campaign condition to archive all interactions with the On Legal Hold attribute. A complete discussion of the Archive system is beyond the scope of this topic. For complete information about Archive, see the related information section at the end of this topic.

Legal hold process flow

Add a case or a recycle bin

Use Risk Management to create private cases, accessible only by you. The cases you create can have an optional legal hold status, provided you have the role privilege to Enable Legal Hold on cases. Users with the privilege to access Assignment Manager can make the case public by assigning it to other users.
Copy interactions to a case

Copy interactions to a legal hold case using Risk Management or the Project Rules Manager. An interaction can belong to multiple legal hold cases simultaneously.

The reasons for copying interactions include:
- Requests by internal compliance, regulators, or other bodies for investigation of historical and future interactions. The criteria can be based on date, organization, employee, or some other metadata associated with interactions.
- Sampling interactions by employee, department, or some other criteria
- Identity Authentication and Fraud Detection detects potential targets on interactions
- Ad hoc investigations.
Teams can review and investigate interactions that are part of the case. While in a legal hold case, interactions cannot be deleted from the system. During the investigation, teams can:
- Remove interactions from a case or recycle bin
  
  After being approved for removal from the case by the investigating team, you can eliminate unneeded interactions.
- Copy interactions to a case
  
  As more interactions are captured or discovered, teams can add more interactions to the case.
- Copy or move interactions to a different case
  
  During the investigation, you can move interactions between cases or copy interactions to a different case.
- Share interactions using media export for the case
  
  As part of the investigation process, the enterprise can export the interaction media for use by third-parties, such as a regulatory agency.
After the investigation has concluded and legal hold is no longer required, you can take one or both of the following actions:
- Remove legal hold from a case
  
  Keep the interactions assigned to the case but remove legal hold from the case.
- Delete a case or a recycle bin
  
  Remove the legal hold case from the system.

When interactions are no longer under legal hold

An interaction can be removed from legal hold in three ways. First, by deleting it from a legal hold case. Second, by removing the legal hold status from a case. Third, by deleting the legal hold case. After the interaction is removed from legal hold:

Interactions are eligible for deletion based on the standard retention settings for interactions as defined on the archive drive as well as the days until deletion setting configured for each recycle bin.
If an interaction is not archived and is not in a recycle bin, the database retention of six months applies.