Skip to main content
Chat retention settings let you control how long conversation history is stored for an Agent. This helps you manage data storage and comply with your organization’s data governance policies.
Agent chat retention is an Enterprise-only feature. Contact our sales team to learn more about upgrading to Enterprise access.

​
Required privilege

Viewing and editing an Agent’s chat retention settings requires the Manage Agent Data Retention admin privilege. Org Admins have this privilege by default. To grant it to other team members without full Admin access, add it to a custom role. Saving changes or deleting chat history also requires edit access to that specific Agent.

​
Set a retention policy

1

Open the Agent

Navigate to the Agent you want to configure and click the … menu.
2

Access data retention settings

Select Data Retention. If you also have Agent export access, you’ll find it nested under Advanced instead.
Agent Advanced Settings Menu showing Data Retention
3

Choose a retention type

In the Update Data Retention Period dialog, select from the available options:
  • Forever — chat history is retained indefinitely, or until you manually delete it. This is the default for every Agent.
  • Custom — specify a retention period based on your needs.
Agent Data Retention configuration options
4

Configure a custom period

If you selected Custom, enter the retention duration (e.g., 30) in the Period field and select the unit from the dropdown: Hours, Days, Weeks, Months, or Years. The minimum period is 1 hour.
Agent Data Retention custom retention period
5

Save

Click Save to apply the retention settings. Cassidy automatically deletes chat history older than the configured period, for every user who has chatted with this Agent.

​
Manually delete chat history

You can delete all existing chat history for an Agent at any time, regardless of the retention setting.
1

Open data retention settings

Follow the steps above to navigate to the Data Retention settings for your Agent.
2

Delete chat history

Click Delete Agent Chat History, then click Delete again to confirm.
Agent Data Retention custom retention period
Deleting chat history — whether by retention policy or manual deletion — removes it for every user who has chatted with the Agent, and it cannot be recovered. Make sure your settings align with your organization’s data governance requirements before configuring retention.

​
Next steps

Manage roles and permissions

Grant the Manage Agent Data Retention privilege to a custom role.

Enterprise security features

Learn about SSO, SAML, RBAC, and other enterprise controls.