How long Yaplet keeps visitor data

Why this page exists

Yaplet does not keep everything forever. Several nightly cleanups remove old records, and they are the reason the Visitors list, Session Replays, User Journeys and the web analytics in Reports show less history than you might expect. This page is the single place that says how long each kind of record survives.

Nothing here is configurable per organization. If you need something gone sooner, delete it yourself — see Erase Visitor Data for removing one person completely.

Conversations and their files

Organization	Kept for
With an active subscription — including a trial and a late payment	3 years of inactivity
Without one	120 days of inactivity

The clock runs on inactivity, not on age: it is measured from the last message or agent action in the conversation, not from the day it started. A three-year-old conversation that someone replied to last week is not going anywhere. When a conversation is removed, its uploaded files go with it. What decides the tier is the subscription itself, not the name of a plan — an account that buys nothing but individual modules still has an active subscription, and gets the three years.

The check runs every night, and it only looks at whether a subscription is active at that moment. If you cancel, the very next nightly run treats the organization as unsubscribed and deletes every conversation that has been inactive for more than 120 days — which can be years of history, gone in a single run. Export anything you want to keep before you cancel.

This is the same rule described on the GDPR & Data Privacy page, which is the canonical place for it.

Website activity records

The activity the chat widget records as people move around your site — the raw material behind Audience → User Journeys and the web analytics in Reports — is kept for 125 days and then deleted nightly. That covers page views, session starts, widget opens, rage clicks, the moment a conversation switched over to the AI, product-tour completions, and any events you track yourself through the SDK.

Two things follow from this, and both are visible on screen:

The date pickers on those pages will not let you choose a start date more than 119 days ago. Pick a range that reaches further back and the picker shortens it and tells you why.
When there is no comparable earlier period left inside the window, the previous-period comparison disappears from the analytics overview and the page says so.

Two kinds of record are exempt. Anything attached to a conversation stays with that conversation and follows its retention above. And the business events that make up a conversation's history — somebody asking for an agent, an agent joining, a transfer, a rating, an email address being added, a transcript being sent, a ban or an unban — are never removed by this cleanup at all.

Empty chat records

Every time the chat widget opened for a new visitor it used to create a conversation record, whether or not anybody ever wrote anything. Those empty records are deleted once their visitor has been idle for 60 days.

The clock is on the visitor, not on the record: an active visitor's empty conversation may be the one their widget is about to use, so it is left alone no matter how old it is.

Visitors

A visitor is deleted after about 125 days of inactivity, and only if they have no conversations left. In practice that means the record only goes once the conversations attached to it have already expired under the rules above.

Visitors kept indefinitely

Idleness is irrelevant for these — they are never removed by the cleanup:

Anyone with contact details on their record. An email address, a phone number or your own customer ID is enough, however it got there: passing it in through the SDK's identify() call is one way, the visitor typing their email address into the chat is another. This is your CRM data; the honest answer to "will the contacts I identified disappear?" is no.
Anyone flagged by Security — a visitor carrying a review status or a risk signal.
Anyone who owns a session replay, so a recording never loses the person it belongs to.
Banned visitors, so a ban cannot be escaped by waiting.

What deleting a visitor does not touch

Tickets survive. A ticket is never deleted along with the visitor who filed it.
Your security history stays correct. A per-day count of deleted visitors is kept, so the totals on the Security overview do not drop when the cleanup runs.

Session replays

Recordings are limited by your plan, not by age. Each chat widget has a number of recording slots, and when they are full the oldest unpinned recording is dropped to make room. Pinning a recording protects it — see Session Replays.

What is not deleted on a schedule

Tickets and boards.
Newsletter send history. It is not aged out.
Anything you deleted yourself. Manual deletion is immediate and permanent; these cleanups are separate from it.

Conversation, empty-chat and visitor deletions are all written to the Audit Log, with the number of records removed. The website-activity cleanup is not logged there — it removes traffic and interaction records rather than whole conversations or people.