Category: Messaging, Media Retention
Summary: Starting May 10, 2021, retention of ephemeral Media Attachments for ACD Messaging service will be decreased from 60 days to 30 days.
The specific change is that the media URL will no longer be accessible after 30 days. The public API response will not change, and the URL will still be returned. However, attempting to access the URL after 30 days will not be possible. Media included in the response from these resources will expire after 30 days:
GET /api/v2/conversations/messages/{conversationId}/messages/{messageId}
GET /api/v2/conversations/messages
GET /api/v2/conversations/messages/{conversationId}
GET /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages/media/{mediaId}
Note that Media Attachments stored in Recordings service (Quality Management, Transcripts) will not be affected.
Context: This change helps ensure ephemeral media will be removed automatically in a timely manner for compliance concerns.
Impact: After May 10, 2021, Media Attachments will no longer be retrievable after 30 days. ACD Messaging has a default maximum threading timeline that expires after 72 hours of inactivity; Messaging conversations rarely extend past 30 days. In such cases, Agents may notice missing media if they scroll to view messages from more than 30 days ago in the same conversation. (Note: this experience currently applies to conversations more than 60 days old.) Media will continue to be available to Agents, Supervisors, and integrations from the Recordings service subject to customer-configured retention policies. Customers may reduce the default 72 hour threading timeline to further decrease the likelihood of observing missing media from old messages in a long-lived conversation.
Date of Change: May 10, 2021
Impacted APIs:
/api/v2/conversations/messages/{conversationId}/messages/{messageId}
/api/v2/conversations/messages
/api/v2/conversations/messages/{conversationId}
/api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages/media/{mediaId}
References: MSG-2652