Deleting your data from Toku

Need us to delete call recordings, call records, SMS records or AI transcripts? No problem. Send us one email with the details below and we'll take it from there.

We ask for a few specifics so we delete exactly what you want, and only with the right person's OK. Getting it right first time is the quickest way to get it done.

What we can delete

We can delete any of these from your Toku account, all together or just some of them:

Who can ask

Requests need to come from an authorised contact on your account: your account owner, or someone they've approved in writing.

• A partner or vendor runs your contact centre? That's fine, but please include written sign-off from your own organisation. Forwarding their request with a short "approved" from you works.
• Public sector organisation? Please confirm you're authorised to dispose of these records under your internal records rules.
• Not sure who your authorised contact is? Ask your Toku Account Manager.

What to tell us

The more specific you are, the faster we can help. Copy this into your email and fill in what applies:

Subject: Data deletion request: [your organisation name]

What to delete: [recordings / call records / SMS records / AI transcripts]
Date range: from [DD/MM/YYYY] to [DD/MM/YYYY]
Phone numbers (optional): [only if you want calls to or from certain numbers removed]
Line of business (optional): [e.g. hotline or team name]
Agent name or ID (optional): [if only certain agents' calls]
Recording or interaction IDs (optional): [if it's just a few records]
Environment: [Live / Test / Not sure]
Reason: [e.g. end of our retention period, a request from one of our customers]

Requested by: [name, role]
Approved by (if different): [name, role]

Not sure which environment you use? Just say so and we'll check for you.

Email support@toku.co. copy in dpo@toku.co and also your Toku Account Manager.

What happens next

1. We reply within 10 working days to confirm we've got everything, or to ask for anything missing.
2. We send you a list of exactly what will be deleted, so there are no surprises.
3. You confirm by email. We never delete anything without this.
4. We delete it within 14 working days of your confirmation and send you a short note confirming what was removed and when.

Please keep that confirmation note for your own records.

Good to know

• Call and SMS records can be deleted once they're more than 6 months old and the related invoices are paid. This keeps billing clean for both of us.
• We keep some records of our own. We hold certain billing and system logs for our legal, tax, regulatory and security obligations. These don't include your recordings or transcripts, and we never use them for anything else.
• Backups aren't edited one record at a time. They expire on our normal backup cycle and aren't used for day-to-day service.
• Request from one of your customers? Tell us in the reason line and we'll prioritise it.
• How often? Deletion requests are included in your service up to twice a year. If you need them more often, we'll talk you through options before doing any extra work.

How to send your request

Email support@toku.co. copy in dpo@toku.co and also your Toku Account Manager.

Questions about your own privacy, or that of one of your customers, rather than a deletion from your account? Contact our Data Protection Officer at dpo@toku.co.