Skip to main content
When a person asks you to forget them, one call to DELETE /contacts/{id} does it. This page says what that removes, what it deliberately does not, and how recordings and transcripts are treated for model training.

​
Erasing a contact

Erasing a contact removes, together and for good:
  • their conversations and every message in them (the transcripts);
  • their calls, queued calls, callbacks and calling-campaign entries;
  • their form replies, helpdesk tickets and the follow-ups waiting on them;
  • the recordings of their calls, wherever the audio is kept;
  • any duplicate of them that was merged into the contact — the record a merge leaves behind still holds a name and an email, so it goes too.
It cannot be undone. To stop messaging someone without forgetting them, set their consent to withdrawn instead.

​
Recordings go with the contact

The audio is deleted before the call rows are, because the rows are the only record of where it is: If a file cannot be deleted at that moment — a provider is down, say — the contact is still erased, and the deletion is queued and retried every night until it succeeds. The response then carries recordingsPending, the number of files still queued:
Without it (204, no body) every file was already gone when the response came back.

​
What is not erased

  • Do-not-call entries are kept, on purpose. If the person asked never to be called again, forgetting the number would let a campaign ring it again. The list holds the number and where the request came from, not their history.
  • Webhook payloads we already sent are kept for retries and then purged automatically after 7 days.
  • Copies in your own systems and your vendors’. Anything your CRM, your webhook receiver or your tools stored is yours to delete; erasing a contact here does not reach into them.
Recordings you do not erase by hand are deleted on your plan’s schedule anyway; see Recordings.

​
Model training

Recordings and transcripts are never used to train models on Pro and above. On pay-as-you-go, a copy of a call’s recording and transcript may be kept to improve our speech and language models. If you do not want that, ask us and we will exclude your workspace — and, for a developer, every customer workspace under it. Exclusion also deletes the copies already made, and a very large backlog is finished over the following nights. From then on, your calls are not copied. Calls made before the exclusion, or while it was on, are never copied later, even if the exclusion is lifted. Write to support from the workspace owner’s address and say which workspace. Erasing a contact deletes its training copies too, whatever the plan.