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            Delete Voice Call Customer Data

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            Delete Voice Call Customer Data

            Delete customers’ personal identifiable information (PII) from your Salesforce Voice (formerly Service Cloud Voice) contact center.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            • Salesforce Voice with Partner Telephony
            • Salesforce Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To delete voice call data: Allow Users with Modify All Data to delete voice calls
            Note
            Note To maintain security and compliance, follow the data management instructions in this article to delete voice conversation data. Salesforce doesn’t proactively delete data on your behalf, and Salesforce Support can’t update or delete voice conversation data. As a Salesforce customer, managing and deleting customer data is your responsibility.
            1. Open the customer’s Voice Call record page.
            2. Find the Voice Call record ID. The record ID is the Voice Call record URL’s alphanumeric series between VoiceCall/ and /view.
            3. Run a SOQL query to get the target Voice Call record's VoiceCallRecording record ID. Enter SELECT CallRecordingId FROM VoiceCall WHERE Id='<TARGET_VOICE_CALL_RECORD_ID>'
            4. From the Voice Call record, open the dropdown, and click Delete.
            5. Use your preferred method, such as the Developer Console, to delete the VoiceCallRecording record with the CallRecording ID identified by the SOQL query.
            6. To delete customer metadata and call recordings from the partner telephony vendor's system, contact Amazon Connect or your partner telephony provider. Your telephony provider uses the VendorCallKey to identify the customer’s unique calls and metadata.
            7. To make sure that all data associated with a Voice Call is deleted, including transcripts stored by Salesforce, use the Delete Conversation Participant Data API from Conversation Data API. This API deletes all Voice Calls associated with a participant. For participantEntityId, use the value of the EndUserId field on the VoiceCall object, which links to the Messaging End User.
             
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