Behavior data

Behavior data is kept for varying amounts of time, depending on the behavior type.

Contact Insight

A contact insight user can view a list of historical emails and web tracked events for a contact. This feature provides an up-to-date and historical look at the emails that have been sent to or opened by your contact, or web tracking events up to the number of days allowed by your organization's retention settings

Acoustic Campaign administrators set certain retention periods, such as the anonymous and attributable web tracking data retention periods. These settings override any organization-level retention settings. So, if your organization wants to view a longer history, your org admin will need to contact Acoustic Campaign to discuss your options.

Click the View All Actions link below the actions panel on the main page of contact insight to see the actions performed by a contact.

• Actions include events triggered on your emails, web-tracked sites, and landing pages by your contact.
• Actions can be sorted by event type, action name, and action date.
• Actions that are the result of activity on your tracked web sites, landing pages, and forms provide the action or event with the event description, which you can click to see the Web page or landing page where the action was triggered by your contact. At the site, you can also click to the tracked Web site or landing page site containing the page where the event was fired.
• Access to key web site, landing page, and email activity information for your contact including:
• View the web page that a contact viewed after clicking a link in your email.
• Clicked Link in an email event: The email click link event in the contact insight actions and view all actions panel provides insight about the following types of links clicked by a message recipient:
  • Tracked hyperlinks: Displays the link name with a hyperlink to the link's target URL, a reference to the email, and a link to view the email that contained the hyperlink.
  • Click stream links: Displays the link name with a hyperlink to the link's target URL—such as a download of a white paper—a reference to the email, and a link to view the email that contained the link.
  • Share to social clicks: Displays the name of the social network, a reference to the email, and a link to view the email the contact shared.

Data

Databases (contact lists) 450 days from last use (actively used databases are retained indefinitely while the service is active).

Email

Messages, collateral used in messages (e.g., graphics, pictures, documents, and templates), and email click-tracking data: 450 days from the date the message is sent.

GDPR

Acoustic Campaign General Data Protection Regulation FAQs

Programs

Data that is used in a Programs behavior query and rules is subject to retention limits. These limits apply to all existing and new organizations and are managed at the Acoustic Campaign administrator level.

Program behavior time frames that are used in queries and program rules cannot exceed 450 days beyond a contact's program exit date. When you edit an existing query or rule, new policy limits apply. Program behavior is an organization setting that is managed by Acoustic Campaign.

Current contact status information is retrievable for up to 180 days (default) after a contact exits a program. If needed, this setting can be increased up to 450 days by contacting Support.
Export all contacts is not impacted by retention settings as it includes contacts currently in the program.

Automatic program deactivation

Programs that were last activated and have no active contact activity are automatically deactivated after 450 days. No activity means that no new contacts are entering the program or moving within the program flow. The program's last modified user and principal administrator will receive a notification prior to deactivation. If the user or principal administrator wants the program to continue to run, simply deactivate and reactive to reset the Last activation date.

If you expected contacts in the program, but are not seeing any, check the program to make sure all of your defined rules are set up to allow contacts to enter and move through the program.

Note: Inactive programs created in 2015 or before, that have not been active or modified in the past 450 days will be deleted. Deleted programs cannot be retrieved. There will be no impact to active programs. If older programs are needed, you can retain by making a new copy.

In this example, programs' behavior data retention setting is set to 450 days at the organization level.

If the time frame entered is a value greater than 450 days/65 weeks/15 months, an Invalid Value Entered error message displays. You must change the value in the Time frame field to 450 days or sooner, as Acoustic Campaign retains data for the last 450 days.

Rules in program actions

When you create rules in program actions, the programs' rule builder also accepts the organization's program behavior data retention limits like in queries.

SFTP

Files remain on the SFTP server for 14 days before an automated process removes them.

SMS with Kaleyra (formerly mGage)

Your SMS messaging data is retained in two platforms. One platform is managed by Acoustic and the other is managed by the Acoustic SMS partner. The following table displays information about the data retention policy for the Acoustic SMS partner, Kaleyra (formerly mGage) USA.

For Kaleyra (formerly mGage) India, all messages and related data elements should be deleted by the end of the calendar month that contains the expiration date of the term.

Note: The data retention policy is subject to change without advance notice.

Table 1. United States messaging retention schedule type of record retention period

Universal behaviors

180 days

Web tracking

If you would like to change the length of time that your web tracking data in your org is stored to 450 days, please contact support. Additionally, if you would like to be able to use the 'at any time' criteria in a behavioral query and have it be equal to the organization constraints (450 days), support can change this under organization settings: Attributable web tracking data retention period of days: maximum setting 450 days.

Web tracking for anonymous visitors: 30 days (records may be converted to “known” if the user’s identity becomes known within the 30 days).