DialNexa processes voice data - recordings, transcripts, and extracted metadata - as a core part of its service. This page explains precisely what data is stored, for how long, and how to control or delete it.
What Data DialNexa Stores
For every call that connects through DialNexa, the following data is generated and stored:
| Data type | Description | Stored by default |
|---|
| Call record | Metadata: call ID, direction, duration, status, timestamps, phone numbers, agent ID | Yes |
| Audio recording | The full audio of the call in MP3 format | Yes |
| Transcript | Text of the full conversation, turn by turn, with speaker labels | Yes |
| Post-call analysis | Structured fields extracted from the transcript (if configured) | Yes, if configured |
| Tool call logs | Request and response payloads for each tool invocation | Yes |
| LLM turn metadata | Per-turn latency, model used, token counts | Yes |
- Your agent configurations (prompts, settings, voice selections)
- Phone number records
- API keys (hashed, not stored in plaintext)
- Billing and payment records
- KYC documents (during review; deleted after verification)
- Account profile data (name, email, notification preferences)
Data Retention Periods
Default retention periods:
| Data type | Default retention |
|---|
| Audio recordings | 90 days |
| Transcripts | 365 days |
| Post-call analysis results | 365 days |
| Tool call logs | 90 days |
| Call metadata (record) | 365 days |
| Billing records | 7 years (legal requirement) |
| KYC documents | Deleted after verification approval |
| Agent configurations | Until agent is deleted |
Customizing Retention Periods
You can reduce the default retention period for recordings and transcripts in Settings → Privacy → Data Retention:
- Recordings: Set to anywhere from 7 days to 90 days, or disable recording entirely
- Transcripts: Set to anywhere from 30 days to 365 days
Reducing retention periods is immediate and retroactive - once set, data older than the new period is queued for deletion. This cannot be undone. Download any recordings or transcripts you need before reducing the retention period.
Disabling Call Recording
You can disable audio recording entirely for an agent:
- Open the agent in the dashboard
- Go to Settings → Recording
- Toggle Record Calls to Off
- Save
When recording is disabled, no audio file is stored. Transcripts and call metadata are still stored unless you also disable transcription.
Disabling recording does not affect real-time transcription - the audio is processed in memory to generate the transcript but is not written to disk. If you need to prevent transcription as well, you must also disable the transcription feature for that agent (note: disabling transcription significantly degrades agent performance as the LLM cannot hear what the caller says).
Deleting Individual Call Records
To delete a specific call’s data:
- Go to Monitoring → Call History
- Find the call
- Open the call detail page
- Click Delete Call Data at the bottom of the page
- Confirm the deletion
Deletion removes: the audio recording, the transcript, the post-call analysis results, and the tool call logs. The call record (metadata: ID, duration, status, timestamps) is retained for billing reconciliation but the identifiable content is removed.
Bulk Data Deletion
To delete call data in bulk (e.g., all calls from a specific phone number, or all calls before a certain date):
- Go to Settings → Privacy → Bulk Delete
- Set your filter criteria (date range, agent, phone number)
- Preview the count of records that will be deleted
- Confirm the deletion
Bulk deletion is processed asynchronously. Depending on the volume, it may take up to 24 hours to complete. You will receive an email confirmation when the deletion is finished.
Right to Erasure Requests
If a caller or data subject submits a right to erasure request (under GDPR or similar regulations), follow this process:
- Identify the call(s) associated with the data subject using their phone number
- Use the call history filter (by phone number) to find all their calls
- Delete the call data for each call individually, or use bulk delete filtered by phone number
- Confirm to the data subject that the deletion has been completed
DialNexa can assist with this process for large-scale deletions. Contact [email protected] with the data subject’s phone number and the requested deletion scope.
Data Access and Portability
You can export your call data at any time:
- Single call: Download the recording (MP3) and transcript (TXT/JSON) from the call detail page
- Bulk export: Go to Settings → Privacy → Export Data to request a full export of all call records, transcripts, and post-call analysis in JSON format
Bulk exports are generated asynchronously and a download link is sent to your email when ready. Large exports may take up to 4 hours.
India Data Residency
For accounts that have enabled the India region, all call data (recordings, transcripts, post-call analysis) is stored and processed in DialNexa’s India-based data center. Data does not leave India for processing, complying with data localisation requirements under Indian regulations. See Data Residency.
Compliance Notes
GDPR: DialNexa acts as a data processor on behalf of your organization (the data controller) for call data. A Data Processing Agreement (DPA) is available for GDPR compliance. Contact [email protected] to request the DPA.
IT Act (India): DialNexa complies with the Information Technology Act, 2000 and the applicable data protection rules for Indian businesses.
DPDP Act (India): DialNexa’s data handling practices are being aligned with the requirements of India’s Digital Personal Data Protection Act, 2023 as implementing rules are issued.
Call recording consent: DialNexa does not automatically add call recording consent disclosures. As the business deploying the agent, you are responsible for ensuring appropriate consent is obtained from callers before recording. Include a disclosure in your agent’s opening statement.
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