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AurionAI

Data export and deletion (privacy)

5 min readBy Emmanuel Yazbeck

AurionAI helps you meet your data protection duties, for example under the GDPR. You can export all data of your organization, set how long your organization keeps each kind of data, and answer a person's request to see or delete their data.

Availability: all profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • For a request from a person, you know the email address or the phone number that AurionAI has for that person.

Export all data of your organization

  1. In the top bar, select your name or picture to open the user menu.
  2. Select Tenant Settings.
  3. Go to the Data Export card.
  4. Select Request export.

AurionAI shows Export requested and adds a row to the table. The Status goes from Pending to Processing and then Ready. The export is a ZIP file.

When the export is ready, AurionAI sends an email with a download link to the person who requested it. The link works for 7 days.

Open the privacy settings

  1. On the Tenant Settings page, go to the Privacy & retention card.
  2. Select Open privacy settings.

The page has two parts: the retention windows and the data subject requests.

The Privacy and retention page.

Answer a request to see personal data

A person can ask which data you hold about them. AurionAI prepares an export of that person's data.

  1. In Data Subject Requests, select New request.
  2. In Request type, select Access (data export).
  3. Enter the person's Email, the Phone (optional), or both.
  4. Select Create export request.

The request appears in the table. Due shows the date by which you must answer: 30 days after the request. When the export is ready, select Download on its row. The export can be downloaded until it expires.

Delete the data of a person

A person can ask you to erase their data.

  1. In Data Subject Requests, select New request.
  2. In Request type, select Deletion (erase data).
  3. Enter the person's Email, the Phone (optional), or both.
  4. Optional: in Reason, enter the reason, for example the GDPR article.
  5. Select Delete data.
  6. Read the warning. It says that AurionAI permanently deletes all data for this person: calls, transcripts, tickets and authentication records. This cannot be undone.
  7. Select Confirm deletion.

The request appears in the table with its status.

Set how long data is kept

The Retention windows (days) card sets how many days your organization keeps each kind of data. Every day, AurionAI deletes the data that is older than this number of days:

  • Messages: the text of messages in resolved and closed conversations is erased, with its translations. The conversation stays. When every message of a conversation is erased, its preview and AI analysis are erased too.
  • Transcripts: for finished calls, the transcript, the call summary, the caller's words kept with the call, your team's notes on the call and the escalation records (their notes, the caller's phone number and user ID) are erased.
  • Attachments: the files in resolved and closed conversations are deleted.

Open conversations and calls that are still in progress are not changed. Call recordings are not deleted by this card: they follow the period of the call recording settings. Read Call recording. Audit events are not deleted by this card either: AurionAI keeps them for at least 365 days.

Until an administrator of your organization saves the windows on this card, the card says that automatic deletion is not active, and nothing is deleted. This is also true for a new organization: the numbers it shows are the standard values, not a choice.

  1. For each kind of data, enter a number of days from 1 to 3650.
  2. Select Save retention settings. Automatic deletion starts with the next daily run.

Result

The export, the access request or the deletion request appears in its table with its status. Saved retention windows show the message Retention settings updated.

If something goes wrong

  • The message "Provide an email or phone number." appears. Enter at least one of the two.
  • The message "No data subject found" appears. AurionAI has no person with this email address or phone number. Check the value.
  • The message says that several people match. More than one person has this email address or phone number. Use the other value, or contact AurionAI support.
  • The message says that the email and the phone match different data subjects. The two values belong to different people. Enter only one of them.
  • A row shows an error. The Error column shows the reason. Create a new request after you fix the cause.
  • The data export email did not arrive. Ask the person who requested the export to check the spam folder. The email goes to the address of that person.
  • You want to delete your whole organization. The dashboard has no option for this. Contact AurionAI support.

Still stuck? Submit a request or .