Looking for advice on configuring data retention policies that align with our previous Zendesk setup. We are currently in the final stages of migrating our support operations from Zendesk to Genesys Cloud, and I am hitting a wall with the security compliance requirements. In Zendesk, we had a very straightforward job that automatically purged ticket comments and customer details after 12 months to comply with GDPR. The process was simple: set a rule, and the data vanished.
However, the Genesys Cloud admin console feels a bit overwhelming compared to the Zendesk interface. I have looked at the Data Retention settings under Admin > Security > Data Retention, but I am unsure how to map the Zendesk “Ticket” concept to the Genesys “Interaction” or “Conversation” object. Specifically, I need to know if setting a retention period for “Archived Interactions” will also clean up the associated customer profile data stored in the Contact Center database.
I tried to use the Platform API v2 endpoint POST /api/v2/architect/data-retention to create a custom policy, but I received a 400 Bad Request error with the message Invalid retention rule definition. The error does not specify which field is causing the issue. I suspect I am misconfiguring the filters array for the interaction type.
Since I am new to Genesys Cloud, I want to ensure I do not accidentally delete active customer records while trying to purge old chat transcripts. In Zendesk, the separation between ticket history and customer profiles was very clear. Here, it feels more integrated. Can anyone share a JSON example of a valid data retention rule that targets only closed interactions older than 365 days without affecting the core customer identity data? Any help would be greatly appreciated as we are under pressure to finalize this migration.