When a customer calls, we store certain PII of the customer as participant attributes of the conversation using Purecloud Architect. Under GDPR compliance, we need to delete this data from the system whenever a customer offboards from our organization.
GDPR API documentation suggests that the individual whose data is to be deleted must be identifiable as a subject. We don't store any profiles for our callers on Purecloud. How can we delete their conversations or the participant attributes of those conversations? Using our own database (external to Purecloud), we can fetch the list of conversations that customer was part of.
Hi there Debrup, I hope you are well. This requests sounds very similar to some of the previous email conversations we've had in regards to your internal compliance requirements. The GDPR APIs are not suited for that use case - they are meant to be called infrequently in response to individuals' GDPR requests. As such, they are heavily throttled and would not serve to systematically delete or scrub conversations.
Please let me know if I've misunderstood your post here! Otherwise, can we continue the email conversation with the account team?
Kind regards,
Becky Powell
Director, Product Management
Genesys Cloud Platform
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