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Enable/disable chat transcript recording deletion:

Here you can determine the recorded chat transcript retention period. The checkbox allows you to enable and disable chat transcript recording expiry; by default, this checkbox is unchecked and the <x> days field is blank and greyed out. Checking the checkbox and entering a retention period value, determines the expiration period, in days, for the chat messages transcript recordings. To enable chat transcript recording expiration:

1. Check the Delete sessions after <x> days
2. In the <x> days field, enter a numerical value between 0 and 32767.
   
   
   
   
3. Click update.
4. The new configuration is saved and the following message is displayed: “Queue options updated successfully.”

Note: If chat transcript recordings expiry is enabled, and a negative value, a value greater than 32767, or a non-numeric value is entered in the <x> days field, you will receive the following error message: “the expiration days for the chat messages should be a number between 0 and 32767.”

The following outcomes occurs when the chat transcript recording expiration is enabled, depending on the value entered in the <x> days field:

• When <x> days is set as a value of 1 day, any chat transcript recording saved between an Agent and Customer can be downloaded and viewed in its entirety for up to one day. After 2 or more days, when a user attempts to access this same chat transcript recording, the user is still able to download the transcript recording, however, only the header of the chat is visible, the entire chat conversation is no longer available, instead, the following message is displayed in the chat section of the transcript: “Transcript not available because it has been purged.
• Similarity when <x> days is set as a value greater than 1 day, any chat transcript recordings saved between an Agent and Customer can be downloaded and viewed in its entirety for the number of days specified. However, once the number of days has passed, any user who attempts to access the chat transcript recording will only see the header of the chat along with the “Transcript not available because it has been purged” message.
• When <x> days is set to 0, the transcript retention period is 0 days. Entering a value of 0 means that the transcript will not be stored at all, rather it will be deleted immediately. After an Agent and Customer chat session, the transcript can still be sent to an email inbox, however, when the transcript is accessed, only the header is visible and a “Transcript not available because it has been purged” message is displayed in the message section of the transcript.

To disable the chat transcript recording expiration:

1. Uncheck the Delete sessions after <x> days checkbox.
2. The <x> days textbox is greyed out and becomes read-only.
3. Click Update.
4. The transcript recording expiration is disabled for the queue.

When the chat transcript recording expiration is disabled, chat transcripts, when saved and accessed, the chat transcript contains contain the entire chat conversation, since the retention period is unlimited and will never expire.

Note: Chat transcript  recording expiration does not apply to Agent to Agent chat.