Objective

This article explains why Twilio Conversations transcripts or messages from before a certain date (for example, before May 21st, 2024) may not be visible when searching or retrieving historical data. If you are unable to access older Conversations data, this guide will help you understand Twilio’s data retention policy, common causes for missing transcripts, and how to correctly retrieve your Conversations history using the Twilio API.

Product

Twilio Conversations Classic

Environment

Twilio Console

User Account Permission/Role(s) Required

• Access to the Twilio Console and API credentials for the relevant account.
• Permission to view and manage Conversations resources.

Procedure

1. Understand Twilio Conversations Data Retention
   Twilio does not automatically delete Conversations data. By default, all Conversations and their messages are retained for the lifetime of your account unless you or someone on your team deletes them using the API or Console.
2. Check for Custom Data Retention Policies
   If your organization has implemented custom data retention policies (for compliance or privacy reasons), older Conversations data may have been deleted according to those rules. Confirm with your account administrator if any such policies are in place.
3. Use the Correct API Endpoints
   • To retrieve Conversations and their messages, use the Conversations API and Conversation Message Resource.
   • Do not use Programmable Messaging endpoints to fetch Conversations data, especially for messages older than 400 days, as these endpoints are not designed for Conversations history.
4. Troubleshooting Steps if Data is Missing
   • Double-check that you are using the correct API endpoints and account credentials.
   • If you still cannot access older data and are certain it was not deleted, contact your account administrator to confirm no retention policy or manual deletion occurred.
   • If you need further assistance, reach out to Twilio Support with your Account SID and details about the missing data.

Additional Information

• For more details, see the Twilio Conversations API documentation.
• If you need to retain data for compliance, consider exporting your Conversations data regularly.
• Related articles:
  • How to Retrieve Messages from a Conversation
  • Twilio Data Retention Policies