Genesys Cloud – Contact list and record retention controls

In a future release, Genesys Cloud will allow administrators to configure retention periods for contact lists and individual contact records, helping organizations automatically remove outdated outbound data.

Administrators can define how long contact lists and contact records remain in the system before Genesys Cloud automatically removes them. Retention settings can support short-term dialing use cases, ongoing list management, and data governance requirements without requiring manual cleanup.

What’s changing

• Configure retention periods for contact lists during creation or editing.
• Configure retention periods for individual contact records during file import, API insertion, or record updates.
• Automatically delete contact lists when their retention period expires.
• Automatically delete contact records when they reach their expiration date.
• Set retention values ranging from Today or 1 to 360 days, or choose Never.
• Configure an organization-level default retention period for contact lists.
• View creation dates, retention periods, and expiration dates for contact lists.
• Update retention settings at any time and automatically recalculate expiration dates.
• Audit retention configuration changes and automated purge events.
• Prevent deletion of contact lists that are associated with active campaigns.
• Prevent deletion of records that are actively being processed until processing is complete.

Why this matters

Contact lists and contact records often remain in the system longer than needed, which can increase administrative overhead and make it more difficult to manage outbound data. Automated retention controls help organizations keep contact data current without relying on manual cleanup processes.

This feature also helps organizations align data retention practices with internal policies and regulatory requirements by removing outdated records and lists automatically. Administrators can apply retention periods that match operational needs while maintaining visibility into when data will expire and be removed.