Configuring Artifacts Lifecycle Policies

Artifact lifecycle policies allow you to manage the storage of artifacts in your tenant.

Note: Only users assigned the ARTIFACTS_LIFECYCLE_POLICY_CREATE permission can create and modify artifact lifecycle policies. Users assigned the ARTIFACTS_LIFECYCLE_POLICY_READ permission can read artifact lifecycle policies.

Creating an Artifacts Lifecycle Policy

To create an artifact lifecycle policy, follow these steps:

1. Go to Configuration > Artifacts Lifecycle Policy. A list of existing policies displays.

2. Click Create. The Creating New Artifacts Lifecycle Policy panel displays.

3. Enter a Name for the policy.

4. Optionally, enter a brief Description.

5. Select an Artifact Type. Artifact types include Email, Messaging Transcript, Script, Partial Audio Recording, Audio Recording, QM Audio Recording, and QM Screen Recording.

6. If you select Audio Recording, select an Audio Recording Type. Audio recording types include:

   • Conference Customer - Standard Twilio and CxQM conference call recordings from the customer's perspective. This excludes additional pre-participant Twilio recordings.

   • Conference Agent - Additional Twilio recordings from the agent's perspective when the “Record Agents” flow default is enabled. Twilio MP3 recordings for internal resources.

   • Conference External - Additional Twilio recordings from the external participant's perspective when the “Record Agents” flow default is enabled. Twilio MP3 recordings for external participants.

   • IVR Snippet - Short mono recordings captured from the "Record Audio" flow notation that are saved as artifacts. Temporary MP3 or WAV Twilio recording saved as artifact by Flow.

   • Quality Management - Audio recording from the CxQM recorder.

7. Click Submit. The new artifacts lifecycle policy is added to the Artifacts Lifecycle Policy Management list with a Disabled status.

Important: Only one artifacts lifecycle policy can be enabled at a time for each Artifact Type and Artifact Type/Audio Recording Type combination.

Enabling an Artifacts Lifecycle Policy

You must manually enable the new lifecycle policy and set the active policy version to apply the artifacts lifecycle policy to artifacts in your tenant.

Note: Only users assigned the ARTIFACTS_LIFECYCLE_POLICY_CREATE permission can enable an artifact lifecycle policy. The ARTIFACTS_LIFECYCLE_POLICY_DELETE permission is required to disable an artifact lifecycle policy.

1. Go to Configuration > Artifacts Lifecycle Policy. A list of existing policies displays.

2. In the Artifacts Lifecycle Policy Management list, click the artifact lifecycle policy with which you want to work.

3. To enable the policy, click the status indicator next to the policy's name.

Note: The indicator is gray when disabled and green when enabled.

4. Select the Active Version to apply to the artifacts in the tenant. The default Active Version is the first published version. To change the version applied to the artifacts, you must manually select a different active version.

Creating an Artifacts Lifecycle Policy Version

Note: Only users assigned the ARTIFACTS_LIFECYCLE_POLICY_CREATE permission can create a new version of a policy.

To create a new version for an Artifacts Lifecycle Policy:

1. Go to Configuration > Artifacts Lifecycle Policy. A list of existing policies displays.

2. In the Artifacts Lifecycle Policy Management list, click the artifact lifecycle policy with which you want to work.

3. Click the Add New Version icon. The Create a new Artifacts Lifecycle Policy Version panel displays.

4. Enter a unique Version Name for the new version.

5. Under Active Storage Retention, select the type of Action to perform on the artifacts in active storage.

   • Keep Forever - Stores artifacts in active storage indefinitely.

   • Delete - Permanently removes artifacts from active storage after a specified number of days.

     • After - Select the number of days from the Interaction's End Date, to retain the artifacts in active storage.
       Note: The After field only displays when the Active Storage Action is set to Delete. The minimum number allowed is 1, while the maximum number allowed is 9999 days.

Note: For each artifact that is deleted, the event is added to the Artifacts Lifecycle History Audit Trail.

6. Click Submit. The version is added to the list of Published Versions. The first version is active by default. Any additional version must be chosen manually to make it the active version.

Acknowledgment When Changing an Artifacts Lifecycle Policy

When you enable a disabled artifacts lifecycle policy or you make a change to the policy or active version, you must confirm the following:

• I acknowledge artifacts kept in Active Storage are subject to Fair Use Active Data Storage limits and may result in Active Storage Usage Overage cost per GB in a calendar month.

When the active version has the Active Storage Action set to Delete, you must also confirm the following:

• I acknowledge deleted artifacts cannot be retrieved.

Click Confirm to enable or disable the policy or update the active version. When a policy or version is changed, the acknowledgments audit trail is updated.

Learn more:

• About artifacts management

• Creating and managing artifacts management requests