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LiveConnect

Set data retention & PII redaction for transcripts

Configure retention windows, enable automatic masking, and support DSAR export.

12 min Beginner Compliance Officer, Workspace Admin Updated Sep 1, 2025
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Overview

Configure retention windows, enable automatic masking, and support DSAR export.

Prerequisites

None.

Permissions required

compliance:configure

Steps (3)

Estimated: 12 min
  1. 1

    Set transcript retention

    Admin 4 min Back to top

    Settings → Compliance → Retention. Choose workspace default and per-queue overrides.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Enable PII masking

    Compliance 4 min Back to top

    Turn on DLP rules to mask PAN/SSN/email/phone in logs; allow selective reveal to agents.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    DSAR export

    Compliance 4 min Back to top

    From Chronicle, export a contact’s transcript bundle with signed checksum.

    Tips

    —

    Validation

    —

    Success criteria

    • Exports complete with audit trail and redacted fields per policy.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.