# Compliance and Data Retention

> The Avox Compliance page: export all your data, erase a contact's data, request Switchboard or account deletion, consent records, data retention, email preferences, and webhook log exports.

Source: https://docs.theavoxai.com/compliance

The **Compliance** page ("Your data requests, consent records, retention settings and log exports") is
where a Switchboard exports or deletes its data, sees who agreed to which policy, controls how long Avox
keeps its operational records, picks which optional emails it receives, and downloads its webhook logs. It
applies to the Switchboard you're viewing.

| Section | View | Change |
| --- | --- | --- |
| Privacy first | Every member | - |
| Your data: export, erase a contact, delete this Switchboard | Every member | Admins |
| Your data: delete my account | Every member | Every member, for their own account |
| Requests | Admins see every request; other members see their own | Whoever made it can cancel it while it's waiting |
| Meta data-deletion requests | Every member | - (read-only) |
| Consent records (summary) | Every member sees their own; Admins also see how many their team has | - |
| Data Retention | Every member | Admins |
| Email Preferences | Every member | Admins |
| Export Logs | Every member | Every member can download |

Managers can see every setting, but saving one is refused - they see the same "Couldn't save..."
message as any other failed save. Ask an Admin to make the change. See
[Members and roles](https://docs.theavoxai.com/switchboard/members).

## Privacy first

The box at the top of the page sums up how Avox looks after your data, with a link to the
[Privacy Policy](https://avox.com/privacy-policy):

- **Phone numbers are encrypted.** Your customers' numbers are stored encrypted, and team members only
  see full numbers if you allow it.
- **Your data, your call.** Export everything, or ask for a contact, a Switchboard or your account to be
  deleted, right on this page.
- **You choose how long we keep logs.** The retention settings below clear older delivery and health
  records automatically.
- **No ad tracking.** Avox runs no advertising or analytics trackers of its own and never sells your
  data.

## Your data

The **Your data** card has four actions.

### Export all data

**Request export** builds a ZIP of everything in this Switchboard: contacts (with their phone numbers),
messages, calls, Flow answers, templates, Flows, automations, WhatsApp connections, webhook logs, API
request logs, message forwarding logs, the activity log, invoices, agreement records, support tickets
and the team list. Each data set is in the ZIP twice, as `json/<name>.json` and `csv/<name>.csv`, with a
`README.txt` and a `manifest.json` that lists how many rows each one has.

**1. Click Request export**

You see "Export started - we'll email you when it's ready." The request appears in **Requests** as
**Requested**, then **In progress**. Only one export can run at a time.

**2. Wait for the email**

Avox builds the file on its servers, usually within a few minutes. When it's ready you get a "Your
data export is ready" email with a link back to this page, and the request shows **Ready**.

**3. Click Download**

Each click asks for a fresh download link that works for a few minutes, so a forwarded email or an old
link can't be used to get your data.

The file is kept for **7 days**, then deleted and the request shows **Expired**. Request a new export
any time. Secrets (access tokens, API key hashes, signing secrets) and raw webhook payloads are never
included. CSV cells that start with `=`, `+`, `-` or `@` get a leading `'` so spreadsheets open them as
text. Very large data sets are capped at 100,000 rows each; the README says when that happened. Only
Admins can request or download an export.

### Erase a contact's data

When one of your customers asks you to delete what you hold about them (the right to erasure), click
**Choose a contact**, find them by name or by the last digits of their number, add an optional reason,
then **Email me a code**. Enter the 6-digit code from your email to confirm. Avox then permanently deletes
that contact with their messages, calls, Flow answers and automation history in this Switchboard, and
emails you when it's done. This can't be undone. Admins only.

### Delete this Switchboard

Asks the Avox team to permanently delete this Switchboard and everything in it. Type the Switchboard's
name, add an optional reason, then confirm with the emailed code. The request waits in **Requests** until
the team carries it out; you get an email when it's done. A paid plan billed through this Switchboard has
to be canceled first ([Billing](https://docs.theavoxai.com/billing)). To delete a Switchboard straight away yourself instead, see
[Data deletion](https://docs.theavoxai.com/data-deletion). Admins only.

### Delete my account

Asks the Avox team to delete your own login and profile. Type your account email, then confirm with the
emailed code. Switchboards only you use are deleted with it. If you're the only Admin of a Switchboard
other people use, add another Admin first, or the team will ask you to. Every member can request this
for their own account.

> **Note**
>
> The confirmation code goes to your own sign-in email, works for 10 minutes and only once, and is
> locked after 5 wrong tries - request a new one with **Resend code**. While a deletion request is still
> **Requested**, **Cancel** next to it withdraws it.

## Requests

**Requests** lists every data request for this Switchboard (other members see only their own), newest
first: what was asked, who asked and when, and its status.

| Status | Meaning |
| --- | --- |
| **Requested** | Waiting to start, or waiting for the Avox team (Switchboard and account deletions). |
| **In progress** | Being built or carried out. |
| **Ready** | An export you can download, until the date shown. |
| **Done** | Carried out. You were emailed. |
| **Retrying** | Something went wrong; Avox tries again automatically and the team is told. |
| **Declined** | The team couldn't carry it out as asked. Their note says why, and you were emailed. |
| **Canceled** / **Expired** | Withdrawn, or an export past its 7 days. |

## Meta data-deletion requests

When someone removes Avox from their Facebook account, Meta sends Avox a signed deletion request and gives
them a confirmation code to track on the public status page. Avox matches the request to the account that
signs in with that Facebook login and carries it out, always within 30 days. Requests that affected this
Switchboard are listed here, read-only, with their confirmation code and a link to the status page. You
don't need to do anything. How it works and what's removed: [Data deletion](https://docs.theavoxai.com/data-deletion).

## Consent records

**Consent records** is a short summary: each policy you agreed to (Terms, Privacy Policy, Data
Processing Agreement and so on), once, with the latest version and the date. Admins also see how many
agreement records the rest of their team has on this Switchboard.

**Full list** opens **Settings > Profile > Agreements**, which has the whole record for each policy
under **History**: every time you agreed, the version, where (signing up, checkout, joining by invite,
connecting WhatsApp, the cookie banner, a policy update notice), how (ticked a box, clicked through,
cookie banner choice, or continued use after an update notice), when, and a partly hidden IP address.

### When a policy changes

When Avox publishes a new version of a policy you agreed to, you get a notice in the dashboard's bell
("Terms of Service was updated. Click to read what changed.", with the policy's name) and an email with a summary of what changed and
the date it takes effect. That email is a required service email, so it's sent even if you've turned
off optional emails. A record that you were told is added to your Agreements with the method **Update
notice (continued use)**: if you keep using Avox after the new version takes effect, you accept it. If
you don't agree, contact support or close your account before then.

## Retention settings

**Data Retention** - "Configure how long operational metadata is retained". Two records are kept on a
timer:

| Setting | What it covers | Options | Default |
| --- | --- | --- | --- |
| **Webhook Logs** | Event delivery records - what arrived from Meta, when, and whether it was processed. These are what you see on [Logs](https://docs.theavoxai.com/logs). | 7, 14, 30, 60, or 90 days | 30 days |
| **Health Checks** | Phone status history - your numbers' health and quality over time, as on [Health](https://docs.theavoxai.com/health). | 7, 14, 30, 60, or 90 days | 30 days |

**1. Pick a period for each**

Use the two menus.

**2. Click Save Settings**

You see "Retention settings saved". Records older than the new period are removed automatically
from then on.

If saving fails ("Couldn't save retention settings") you see [AVX-3010](https://docs.theavoxai.com/error-codes/avx-3010) - check
that you're an Admin of this Switchboard, then try again.

> **Note**
>
> Retention only applies to these operational records. Your conversations, contacts, templates, Flows,
> and automations aren't removed on this timer - they stay until you delete them. See
> [Data deletion](https://docs.theavoxai.com/data-deletion).

## What Avox stores

- By default, Avox stores your conversations so the shared [Inbox](https://docs.theavoxai.com/inbox) and [Contacts](https://docs.theavoxai.com/contacts)
  work.
- If you turn on [Message forwarding](https://docs.theavoxai.com/connections/webhook-override) for a connection, Avox also sends
  each incoming customer message to your own endpoint, signed with a secret only you see, retrying if
  your server doesn't answer. It keeps a delivery log of those forwards for up to 30 days (or your
  Webhook Logs retention setting, if shorter). Your conversations still appear in the Inbox as usual.
- The retained operational data is webhook delivery status, event types, trace IDs, phone number health
  metrics, and template management events - all scoped to your Switchboard and subject to the retention
  settings above.
- Customers' phone numbers are stored encrypted. See [Security](https://docs.theavoxai.com/security).

## Email preferences

**Email Preferences** - "Manage optional organization-wide emails". These four switches apply to the
whole Switchboard. All four are on by default.

| Switch | What it covers |
| --- | --- |
| **Setup reminders** | A reminder if you haven't picked a plan 3 days after signing up, and one if a WhatsApp number has been stuck mid-setup for a day (at most one of each every 2 weeks). Also covers offer and reminder emails from Avox, and the credit rollover emails: the **Keep your credits** reminder to renew and the note when unused credits roll over. See [Emails Avox sends](https://docs.theavoxai.com/emails#reminders-and-news). |
| **Product news and announcements** | Product updates and announcements from the Avox team, including email copies of dashboard notifications. |
| **WhatsApp account alerts** | Alerts Meta sends about your WhatsApp account, a template that's rejected, paused or disabled, a Flow that's blocked or throttled, and a Meta access token that's about to expire. |
| **WhatsApp API problem reports** | One email per issue when requests Avox makes to Meta for you keep failing - for example sending a message, changing a template or Flow, or updating a number's settings. At most one email per issue per week. |

Flip the switches, then click **Save Email Preferences**. You see "Email preferences saved". If saving
fails ("Couldn't save email preferences") you see [AVX-3011](https://docs.theavoxai.com/error-codes/avx-3011) - only an Admin can
save these.

> **Warning**
>
> Turning off **WhatsApp account alerts** can delay you finding out about a real outage -
> a rejected template or a number about to lose access, for example.

The card also says: "Required emails are always sent and can't be turned off: sign-in and security
notices, billing and payment emails, team invites and changes, support replies, automation credit
warnings, and WhatsApp numbers being connected or removed." The full list of every email, who gets it,
and which switch covers it is on [Emails](https://docs.theavoxai.com/emails).

These switches cover emails about your Switchboard. The avox.com newsletter is separate: manage it with
the **Manage preferences** or unsubscribe link in any newsletter email. See
[Email from Avox](https://docs.theavoxai.com/integrations/email#newsletter-and-unsubscribe-links).

## Export logs

**Export Logs** - "Download webhook delivery logs as CSV for audit purposes".

Click **Export as CSV** to download `avox-webhook-logs-...csv` with your Switchboard's most recent 5,000
webhook events. Each row has:

| Column | Meaning |
| --- | --- |
| `id` | The event's id in Avox. |
| `event_type` | What kind of event Meta sent. |
| `status` | Whether it was processed. |
| `attempt_count` | How many times processing was tried. |
| `dedupe_key` | The key used to make sure the same event is never handled twice. |
| `received_at` | When it arrived. |
| `processed_at` | When it was processed. |

The export covers what's currently kept under your retention settings. Cells that a spreadsheet might
treat as a formula are made safe so they open as plain text. With no connections yet, the section says
"No connections to export logs from." If the export fails you see
[AVX-3012](https://docs.theavoxai.com/error-codes/avx-3012).

## Cookie choices

The first time you open avox.com, the docs, or the status page, a banner titled **A quick word about
cookies** asks what you allow:

| Category | What it does | Default |
| --- | --- | --- |
| **Essential** | Keeps you signed in, keeps your account secure, and remembers your cookie choice. | Always on |
| **Site preferences** | Remembers your light or dark theme on this browser. | Off until you allow it |
| **Third-party integrations** | Lets PayPal's own checkout load when you pay. Nothing from PayPal loads until then. | Off until you allow it |

On these sites the banner offers **Customize** (switch each category, then **Save preferences**),
**Reject non-essential**, and **Accept all**. In the dashboard it offers **Only necessary** and
**Accept**. Your choice is shared by every Avox site, so you only answer once per browser.

To change it later, use **Cookie settings** - the cookie icon in the avox.com footer, the link in this
docs site's sidebar and in the status page footer, or the link under **Agreements** in
**Settings > Profile**. The banner opens again with your current choice. The
full details are in the [Cookie Policy](https://avox.com/cookie-policy).