Creating deletion schedules for bot-only conversations

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If you use conversation bots or third-party bots with Zendesk messaging, you can create deletion schedules to delete bot-only conversations.

Bot-only conversations are conversations that take place solely between an end user and your bot. Because these conversations are never escalated to an agent, a ticket is never created. To ensure compliance with the rules outlined in the General Data Protection Regulation (GDPR), admins and agents in custom roles can use deletion schedules to delete inactive bot-only conversations based on the schedule they set in Admin Center. It is recommended that one deletion schedule be activated to delete bot-only conversations after 30 days.

If the conversation has escalated to an agent at any point, admins can follow the process outlined in Deleting end users.

Important: Deleted bot-only conversations cannot be restored. Exercise caution when activating a deletion schedule.

This article covers the following topics:

• Creating deletion schedules for bot conversations
• Activating deletion schedules for bot conversations

Creating deletion schedules for bot conversations

You can create up to ten deletion schedules, but only one schedule can be active.

To create a deletion schedule for bot conversations

1. In Admin Center, click Account in the sidebar, then select Security > Deletion schedules.
2. Click Create deletion schedule > Bot conversations.
3. Enter the Schedule name.

   Use a consistent naming convention to help you recognize similar types of deletion schedules.

4. (Optional) Enter a Description for your deletion schedule.
5. For Last active, specify when the schedule should delete bot conversations based on when the conversation was last active. For example, to delete bot conversations that haven't had activity in 30 days, type 30 for Value and select Days in the Unit drop-down field.

   

6. Click Create.
7. Activate the deletion schedule.

Activating deletion schedules for bot conversations

Deletion schedules are inactive when you create them. You must activate a deletion schedule for it to start deleting bot conversations. Only one deletion schedule can be active at a time.

When you activate a new deletion schedule, there may be historical bot conversations to delete, so the schedule may take longer to run.

To activate a deletion schedule

1. In Admin Center, click Account in the sidebar, then select Security > Deletion schedules.
2. Click the options menu icon () for the inactive schedule, then click Activate.
3. In the confirmation dialog, select the checkboxes to confirm you understand that bot conversations will be deleted immediately and as scheduled moving forward.

   

4. Click Activate deletion schedule.