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Data retention is always on and set at the workspace level, so every agent inherits it. The periods and erasure options you can pick from depend on your plan. See Plan availability.

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What is data retention?

Data retention is how long Tuner keeps the data from a call before deleting it. Every call leaves data behind: the transcript, the recording, the caller’s phone number, and the analysis Tuner generated from them. If you work in a regulated industry such as healthcare, finance, or legal, you often cannot keep that data indefinitely. A retention policy puts a fixed expiry date on it. Tuner always applies one, and within the limits of your plan you choose how long call data lives and what gets erased when it expires.

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How retention works

A policy has two parts. The retention period sets how long a call is kept after it happens. The erasure scope sets which parts of the call record are deleted once that period is up. Every workspace has a policy in effect. You cannot switch retention off, so call data always has an expiry date unless your plan includes an option to keep it indefinitely. What you can change is the length of the period and how much of the call is erased, and your plan sets the limits on both. Calls that pass their retention period are erased automatically, according to the scope in effect. Erasure is permanent. Deleted data cannot be recovered, and it is not restored if you later extend the period.

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Retention periods

The retention period is a clock that starts when the call ends. Tuner offers 7 days, 14 days, 30 days, 90 days, 6 months, and 1 year, plus Never (keep indefinitely), which turns auto-deletion off and keeps call data until you remove it yourself. Never is available on the Enterprise plan only. Pick the shortest period that still covers how your team works: long enough that you can review and report on calls, short enough to satisfy your compliance policy. The periods you can choose from depend on your plan. See Plan availability.

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What to erase

The erasure scope controls how much of the call is removed when it expires. All three scopes delete the transcript. They differ in how much of the surrounding data survives. The middle scope is the one the product marks as recommended. It removes the verbatim and caller-identifying content while keeping the outcome labels, intent labels, eval scores, usage metadata, and cost data, so reporting on expired calls still works.

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Set up data retention

1

Open your workspace settings

Go to Workspace Settings, open the Data & Privacy tab, and find the Data retention section.
2

Choose a retention period

Open the Retention period dropdown and pick how long calls should be kept. Options your plan does not include are greyed out.The Retention period dropdown open, showing 7 days, 14 days, 30 days, 90 days, 6 months, 1 year, and a locked Never option
3

Choose what to erase

Under What to erase, select what should be deleted when a call reaches the end of its retention period.The Data retention section showing the retention period selector and the three erasure scope options
4

Save changes

Click Save changes. The policy takes effect for every agent in the workspace.

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Plan availability

Your plan sets both the retention periods and the erasure scopes you can choose from. On Pay-as-you-go there is nothing to configure. Calls are kept for 30 days, then the full call record is erased. On Builder you can set the period to 30 or 90 days and pick any of the three erasure scopes. On Growth you can set any period from 7 days to 1 year, again with any of the three erasure scopes. Enterprise also includes Never (keep indefinitely), the one option that leaves call data in place instead of erasing it.

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Common questions

No. Every workspace has a retention policy in effect, so call data always has an expiry date. On Pay-as-you-go that is 30 days. The exception is Never (keep indefinitely), available on Enterprise, which keeps call data until you delete it yourself.
Pick a longer period, if your plan has one available. Builder goes up to 90 days, Growth up to 1 year, and Enterprise includes Never (keep indefinitely). Calls that were already erased do not come back when you change the period.
Yes. The policy covers every call in the workspace, including the calls that were already there when you saved it. Calls older than the period you set are erased automatically.This matters most if you shorten a period. Going from 90 days to 30 days erases the calls that fall between those two marks, so export anything you still need before you save.
Once it passes its retention period. Erasure happens automatically in the background, so there can be a short delay between a call expiring and its data being gone.
No. Erasure is permanent and there is no restore. Extending the period later does not bring erased data back. It only changes what happens to the calls still in Tuner.
That depends on the scope you choose. Transcript, recording & caller data keeps the outcome labels, intent labels, eval scores, usage metadata, and cost data, so reporting still works for expired calls even though you can no longer open the transcript. Transcript & recording keeps the analysis results and eval scores as well.Full call record removes the call completely, so expired calls drop out of your counts and trends.
No. Tuner deletes the transcript and the recording link that it holds. Any copy of the call stored by your voice platform or telephony provider is covered by that platform’s own retention settings, so configure a matching policy there if you need the call gone everywhere.
They cover different things. PII Redaction keeps sensitive details from being stored at all, from the moment a call arrives. A retention policy limits how long the rest of the call data lives. With retention alone, verbatim content sits in Tuner for the whole period. With redaction alone, redacted transcripts are kept for as long as your period allows.
No. Simulation calls are never auto-deleted, whatever period and scope you configure.
Not yet. The policy is set once per workspace and every agent inherits it. Per-agent overrides are planned for a later release.
Your policy is updated to an option your new plan allows. If your current period or scope is not available on the lower plan, Tuner moves you to one that is. When that means a shorter period, more of your existing call data falls outside it and becomes eligible for erasure, so export anything you need before you downgrade.

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Good to know

  • Who can change it. Only workspace admins can edit the policy, in Workspace Settings > Data & Privacy.
  • Locked options. Periods and scopes outside your plan are visible but disabled, with a prompt to upgrade. Setting one through the API returns an error.