Plan requirement
| Subscription | Any plan |
| Access | Admin |
Conversations that never became tickets still happened, still contain what customers wrote, and still accumulate. An AI agent handling hundreds a day builds a substantial store quite quickly, and it falls under the same obligations as anything else customers told you.
It only covers conversations that stayed with the AI agent
This is the part to get right before you rely on it. The schedule reaches bot-only conversations: those that took place solely between an end user and the AI agent. If a conversation was escalated to a person at any point, this schedule does not touch it.
Those escalated ones are handled the other way, through deleting the end user, which is a different article and a different decision. So a schedule here is half of a retention policy for AI conversations, not the whole of it.
Create one
- Open Admin Center > Account > Security > Deletion schedules.
- Create a schedule for bot-only conversations.
- Set the period.
Zendesk recommends activating one schedule that deletes bot-only conversations after 30 days.
Where we would push back on thirty days
Transcripts are how you improve an AI agent. Six months of history lets you see whether a change helped; a month barely covers one round of adjustments. If somebody queries an answer the agent gave three months ago, the record has to still exist for you to explain it.
Retention and usefulness genuinely pull in opposite directions here. Thirty days is the safe default and a longer period is a defensible choice, so long as it is a choice and not an oversight. Our suggestion is to set it at least as long as your complaints window.
They contain personal data
Customers type order numbers, addresses and account details into a chat exactly as they do into an email. The conversation store is not a technical log, and it belongs in the same thinking as your tickets.
Include it in a subject request
When somebody asks what you hold about them, AI conversations count. They sit outside the ticket list where people look first, and because the bot-only ones will not show up by searching tickets at all.
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