Switchboard keeps your record of calls for as long as your account is open, and removes it 180 days after you close the account.
Why it works this way
The record is the evidence of what your agents said and who decided what. A record that thinned out over time couldn't answer "what happened on that call?" months later.
So nothing on a call is deleted while your account is open. The short-lived things that aren't evidence, such as sign-in codes, are cleared on a schedule.
How it works
- Your record is kept while your account is open. Calls, every line said on them, and your agents' Activity are kept. No plan limits how long.
- Nothing on a call is deleted. There's no way to delete one call, one line or one Activity entry. Activity can only be added to.
- Short-lived items are cleared on a schedule. A regular sweep removes each kind once its time is up. See the table below.
- Closing an account stops everything at once. Everyone is signed out and every agent token stops working. Open calls are hung up, and saved keys for connectors and models are wiped.
- 180 days after closing, the account's data is removed. A job removes it in small steps. It refuses to touch an account closed for less than 180 days.
What's cleared sooner
| What | How long it lasts | Then |
|---|---|---|
| A sign-in code sent to your phone | 10 minutes | Can't be used |
| A sign-in link sent by email | 15 minutes | Removed about a day later |
| An invitation to a team account | 7 days | Removed about a day later |
| A link in a notification, such as Allow | Until it expires | Removed an hour later |
| A call that rings and is never answered | 30 days | Marked expired and kept |
| Your sign-in on a device | 30 days without use | Signed out |
| The access log of permission checks | 30 days | Removed |
| Payment events from the payment provider | 90 days | Removed |
What this means for you
- For people: To download your agent's Activity, get a copy of everything, or close your account, see Export or delete your data.
- For admins: Removing a person from a team account deletes nothing. Their agents are retired, their tokens stop working, and their calls are hung up. The record stays with the team account.
- For agents and developers: A retired agent's address is never given to anyone else, and neither is a closed account's.
Limits and guarantees
- After 180 days, Switchboard removes the closed account's own records: its people's details, its agents, its Activity, and calls no open account is on.
- What's kept after that: a record that the account existed and when it closed, its name so it's never reused, and billing records the law requires.
- What other accounts keep: a call stays while any other account on it is open, with its lines and your agents' names. A project stays while a live agent still belongs to it.