Enable Deletion of Chat Transcripts to Comply with General Data Protection Regulation (GDPR)
Customers in the European Union (EU) can request the deletion of their chat transcripts under General Data Protection Regulation (GDPR) regulations.
The GDPR is a regulation in EU law. This law governs data protection and privacy for all individual citizens of the EU and the European Economic Area (EEA). One of the GDPR regulations is the right to erasure or the right to be forgotten. This means that your customer may want to request the deletion of all chat conversations for various reasons related to data protection and privacy. You can configure chat in your service application to purge the chat transcripts, either periodically by setting profile options or manually upon your customer's request.
Here's what you must do to enable purging of chat transcripts:
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The SVC_DELETE_CHAT_TRANSCRIPT_PRIV privilege lets users manually delete chat transcripts from the user interface. By default, this permission is given only to the Customer Service Administrator role. To permit other users or roles to delete chat transcripts, you must add this privilege to the respective roles.
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To automatically delete chat transcripts periodically, you must also set the following profile options:
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SVC_CHAT_TRANSCRIPT_PURGE_ENABLED
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SVC_CHAT_TRANSCRIPT_PURGE_INTERVAL
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SVC_CHAT_TRANSCRIPT_DELETE_ENABLED
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SVC_CHAT_TRANSCRIPT_PURGE_ITERATION_INTERVAL
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SVC_CHAT_TRANSCRIPT_PURGE_BATCH_SIZE
Note: For more information about how to set the profile options, see "Configure Chat Profile Options". -