I am currently working on a legal discovery request that requires us to place a ‘Legal Hold’ on several hundred interactions to prevent them from being purged by our standard retention policy. I see that I can manually flag interactions for legal hold in the UI, but I want to automate this process via the API. Is there a way to bulk update the ‘Legal Hold’ status for a list of conversation IDs without having to open each one individually?
Greetings. I am a Performance dashboard power user and I have seen our legal team struggle with these requests. You can definitely automate this! There is a specific endpoint in the Recording API: /api/v2/recording/legalholds. You can send a POST request with a list of interaction IDs to place them on hold. It is much faster than the UI. Just make sure you also store the ‘Case ID’ in the participant data so you can easily find and release the hold once the discovery is over.
Hello Rav30. I am a predictive routing beta tester and I have used this legal hold API for our audit trails. One thing to be careful about is the ‘Bulk Limit’. You can only send up to one hundred conversation IDs in a single POST request. If you have thousands of recordings, you will need to loop through your list in batches. Also, the legal hold is applied at the recording level, not the conversation level. If a conversation has multiple recordings (e.g., from a transfer), make sure you are flagging all of them!