Overview

In some case, conversations can be recorded in error or requiring deletion, for instance, due to a GDPR request, can now be seamlessly removed by applying a label to the relevant conversations and submitting an approval request using the build in workflows feature in Luware Recording. With this feature, users can delete these calls following a strict approval workflow process.

In some cases, recorded conversations may need to be deleted, either where the conversations are recorded in error, or more commonly, a GDPR request is submitted where someone requests their data to be deleted, and this would include recorded conversations. Now, with Luware Recording, you can seamlessly delete these conversations by using the workflows feature. By using workflows in Luware Recording, this ensures a strict process is followed and helps to ensure that no conversation is deleted by mistake. Using the deletion workflows to remove targeted conversations, the process can now be done entirely by the users, without Luware support needing to assist.

How Does it Work?

In Luware Recording, workflows allow customers and users to build a customized workflow that can carry out different tasks. For using workflows for deleting a call however, we can use them so that users must follow a specific process to reach the desired outcome. This process reduces the risk of any accidental deletion by adding in approval steps and minimizes errors as multiple users or groups can be added in as approvers for the workflow to complete. 

With the Deletion workflow, you can create the workflow to run through certain steps for approval and select the nominated approvers. So, this minimizes the risk of any accidental deletion. Once the deletion workflow is completed by all parties having approved, the selected conversation/s will be deleted permanently and is then unrecoverable.

Additionally, we will want to use the labelling feature to be able to target specific calls, or a set of calls that require deletion. This ensures that the correct calls are deleted and provides and easy method of bulk selecting multiple calls for deletion.

Deleting a labelled Conversation with a Workflow

You have now created your deletion workflow and your label and have applied it to the conversations you want to have deleted. You can now move on to starting the workflow to delete the targeted labelled conversations.

Starting the Workflow

1. Once logged into Luware Recording, navigate to Workflows à Request Deletion

2. You will then land on the Authorization Request page where you should see your deletion workflow shown at the top as the Approval Workflow.
3. Provide a clear reason for this request, this will help approvers later in the workflow.
4. Then in Delete by Label, select the label you have created and applied to the conversations for deletion.
5. Select Save once the request is complete, and your request will now be submitted for approval as per the configuration of your deletion workflow you created earlier.

You will then see a status page showing at what stage the workflow is.

Approving the Workflow

Once the workflow has been initiated, you will need to have the workflow approved. The approver of the workflow will be whomever was selected during the configuration of the workflow, and this approver will need to login to Luware Recording to approve the workflow.

The approver will need to login to Luware Recording and go to Workflows à Requests to see the outstanding requests for approval.

The approver will then see the pending request and can see the current status and the description of the request. The approver can also select the List Conversations button to see the calls that will be affected by this policy.

The approver can then choose to Approve or Reject the workflow.

If approved, the workflow will complete, and the labelled conversations will be moved into the “Trash”.

Restoring Conversations

Conversations deleted using the workflow can be recovered if deleted by accident. The deleted calls will be stored in “Trash” for 24 hours. After 24 hours the conversations will be permanently deleted and cannot be recovered. This allows for restoration of calls that may have been deleted by accident.

Users with the Access Trash privilege can view or restore conversations that are placed in the Trash.

To view these conversations, select Show Trash Conversations Too under the Advanced Search Options on the Conversation Search screen.

To restore conversations from the Trash, click the Restore button in the conversation list.