Velaro gives enterprise customers control over how chat transcript data is stored, where it is stored, and for how long. Different groups within your account can have different retention rules — for example, keeping transcripts for most teams while automatically deleting them on a schedule for a team that operates in a region with strict data protection laws.

This article covers:

• Transcript purge scheduling (included in enterprise plans)
• Per-group retention rules
• Regional data residency
• Compliance Mode (enterprise add-on)
• Velaro v20 platform capabilities

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Transcript Purge Scheduling

Available on enterprise plans. No additional cost.

Velaro can automatically delete chat transcripts after a defined number of days. You choose both the retention window and the time of day the purge runs.

Available purge windows:

• Daily (transcripts deleted within approximately 24 hours)
• After 15, 30, 45, 60, 75, 90, 120, 150, or 180 days

Purge scheduling can be set at the account level (applies to all groups) or at the individual group level (each group operates independently). A group with its own purge setting is completely unaffected by changes to the account-level setting.

Example: A customer service team retains transcripts for 90 days for quality review. A separate team handling conversations in a jurisdiction with a 30-day maximum retention requirement is configured independently — both operate simultaneously with no impact on each other.

To configure: Go to Admin → Account → Security → Transcript Purging. Select either the account-level setting or choose a specific group from the dropdown to configure that group's purge rules independently.

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Per-Group Retention Rules

Each group in your account can have its own transcript retention policy, completely independent of other groups. Common configurations include:

• All groups retain — account-level setting applies everywhere, no group overrides needed
• Most groups retain, one group purges on a schedule — set a purge schedule on the specific group only; all others are unchanged
• Most groups retain, one group stores nothing — available under Compliance Mode (see below); transcripts for that group are discarded at the end of each chat rather than written to storage

These rules operate simultaneously. Changes to one group's settings have no effect on any other group.

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Regional Data Residency

Where is your data stored?

By default, Velaro stores transcript data in US-based Azure infrastructure. Enterprise customers with regional compliance requirements can select a different data region for their account:

Region	Applicable Laws
United States (East US)	SOC 2, HIPAA, CCPA
Canada Central	PIPEDA, Quebec Law 25
West Europe	GDPR Article 44
UK South	UK GDPR

Important: Data residency applies to your entire account. All transcript data is stored in the selected region. This is a single destination — you cannot split different groups across different regions within the same v10 account. If your organization requires different regions for different teams simultaneously, see the v20 platform section below.

Data residency is an Enterprise plan feature. Contact your account manager to enable it.

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Compliance Mode

Enterprise add-on. Not included in standard plans.

Compliance Mode is designed for organizations in regulated industries — government, healthcare, financial services, legal — and for multinational enterprises operating in countries with data localization laws such as China's Personal Information Protection Law (PIPL), Germany's BDSG, or other regional frameworks requiring data to remain within national borders.

Compliance Mode has several layers. Not all features are required together — your account manager will help you configure the combination that fits your requirements.

Layer 1 — Agent and audit controls

• Agents cannot edit transcripts during or after a chat
• Pre-chat and post-chat surveys are enforced regardless of other storage settings
• Full audit logging of all agent actions is enabled

Layer 2 — Push transcripts to your own storage

Velaro can push completed chat transcripts to storage infrastructure you control. Supported destinations:

• Azure Blob Storage
• AWS S3
• SharePoint / OneDrive (Microsoft 365)
• Any HTTPS webhook endpoint

This operates at the account level in v10. When external storage is configured, all transcripts from your account are pushed to that single destination. Velaro retains a copy unless Layer 3 is also enabled. If you need different teams routed to different destinations simultaneously, see v20 below.

Layer 3 — No storage (advanced, sold separately)

The ability to configure Velaro to retain nothing — so that transcripts are pushed to your storage and not retained by Velaro at all, or simply discarded at the end of the chat — is an advanced compliance configuration. It is not part of standard Compliance Mode and is sold as an additional add-on.

This configuration is appropriate for organizations that cannot permit any third-party retention of conversation data, or that are subject to laws requiring data to never leave a specific jurisdiction. In practice, this means:

• Transcripts are pushed to your designated storage endpoint at the end of each chat
• Velaro retains nothing after the push completes
• Alternatively, for groups where no storage is desired at all, transcripts can be discarded entirely at chat end

Note on active sessions: During a live chat, conversation data temporarily exists in Velaro's active session infrastructure. This is required for the chat to function. It is not written to long-term storage until the chat ends.

Per-group no-storage (where one group discards transcripts while others retain normally) is a custom configuration available on request. Standard Compliance Mode applies storage rules at the account level.

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Regional compliance example

An organization with teams across multiple jurisdictions might work with Velaro to configure:

• Standard teams — transcripts retained on Velaro with a 90-day purge
• A team in a data-restricted region — transcripts discarded at chat end, nothing stored
• EU-based team — account data residency set to West Europe (EU) for GDPR compliance

The per-group no-storage and the EU residency configurations together require Compliance Mode with the advanced no-storage add-on.

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Velaro v20 Platform

Velaro's next-generation platform (v20) extends these capabilities for organizations with complex multi-region or multi-destination requirements.

In v20, transcript routing is configured per team. A single installation can simultaneously send different teams' transcripts to completely different storage destinations:

• Team A → Azure Blob (EU West region)
• Team B → AWS S3 (US East)
• Team C → SharePoint (your Microsoft 365 tenant)
• Team D → HTTPS webhook to your China-region endpoint

Multiple destinations can be active for the same team — a single conversation can be pushed to two different systems simultaneously (for example, a primary archive and a compliance audit system).

v20 is a separate platform from Velaro's current enterprise offering and requires a migration discussion with your account team. It is best suited for organizations that need true per-team data routing across multiple regions within a single account.

For v10 capabilities by comparison, see the FAQ below.

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Frequently Asked Questions

Can I keep transcripts for some groups and delete them for others? Yes. Per-group purge scheduling is available on enterprise plans. Per-group no-storage (discarding transcripts entirely for a specific group) requires Compliance Mode with the advanced no-storage add-on.

If I configure a purge for one group, does it affect other groups? No. Group-level purge settings are completely independent of each other and of the account-level setting.

Can Velaro push transcripts to storage in a specific country, such as China or Germany? In v10, external storage is configured at the account level — all transcripts go to one destination. If that destination is a storage account you provision in China (Azure China via 21Vianet, Alibaba Cloud, etc.) or Germany, all of your transcripts will go there. You cannot route only specific groups to China while others go elsewhere in v10. Per-team routing to different regions is a v20 capability.

Is Compliance Mode included in my current plan? Compliance Mode is an enterprise add-on. Contact your account manager to discuss pricing and activation.

What is the difference between purge scheduling and the no-storage add-on? Purge scheduling deletes transcripts after a number of days — they are stored and then removed on a schedule. The no-storage add-on means transcripts are never written to long-term storage in the first place; they are discarded (or pushed to your own storage) the moment the chat ends. The no-storage option provides a stronger compliance posture for jurisdictions that do not permit any third-party retention.

Does v10 support multiple storage destinations at the same time? No. v10 supports one external storage destination per account. v20 supports multiple simultaneous destinations per team.

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For configuration assistance or to discuss Compliance Mode for your account, contact Velaro Support or your account manager.