docs: link call recording/transcript retention, encryption & access from Data Flow - #1262
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Customers repeatedly ask (Zendesk/Discord/Ask AI, current week and prior 4 weeks) how long call recordings/transcripts are kept, whether they're encrypted at rest/in transit, who can access them, and how to fully opt out. Data Flow said retention was "configurable" but never linked to the actual per-plan numbers, and Ask AI kept telling customers retention "varies by plan" without a source. This adds a short section linking to the single sources of truth instead of duplicating numbers inline: - Pricing and Success Packages (raw data retention table) - Manage Success Packages and add-ons (extended retention add-on) - GDPR Compliance (encryption in transit/at rest) - SSO (RBAC / who can access artifacts) - Zero Data Retention (full opt-out) Deliberately does not restate specific day counts: PR VapiAI#1220 (2026-09-14) already moved call-recording.mdx away from hardcoded retention numbers to a link to Pricing and Success Packages, to avoid drift as plans change. This section follows that same pattern rather than reintroducing hardcoded numbers.
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What changed
Adds a Data Retention, Encryption & Access section to
security-and-privacy/data-flow.mdx. It links to the existing sources of truth instead of duplicating numbers:Why (customer evidence)
Evaluated the last 7 days vs. the prior 7 days vs. a trailing 4-week baseline of customer feedback (Zendesk-style support tickets, Ask AI conversations, Discord, NPS surveys). "Call Artifacts" was the top volume topic this week, and inside it the single most recurring, well-defined pattern (current week and every prior week in the 4-week baseline) is customers and Vapi's own Ask AI assistant asking how long call recordings/transcripts are kept, whether they're encrypted, who can access them, and how to fully opt out — e.g. two identical support tickets on the same day asking exactly this, an EU/GDPR ticket, an HIPAA BAA subprocessor-retention question, four separate ZDR/Core-package questions in one day on Discord, and a customer who could not recover recordings once they aged out of the 14-day window.
data-flow.mdxis the page Vapi's Ask AI assistant itself keeps citing for these questions, but it only said retention was "configurable" with no link to actual numbers — Ask AI's own answers repeatedly hedge with "retention varies by plan" or call the default "undocumented." That's the gap this PR closes.Classification: Incomplete content — a relevant page (Data Flow) exists and is on-topic, but didn't cover the specific numbers/encryption/access/opt-out scenario customers keep asking about.
Why no hardcoded retention numbers
#1220 (merged 2026-09-14, 11 days before this PR) already moved
assistants/call-recording.mdxaway from hardcoded retention numbers ("Pay-As-You-Go: 30 days chats / 14 days calls…") to a link to Pricing and Success Packages, specifically so retention info doesn't drift out of sync across pages as plans change. This PR follows that same just-established pattern instead of reintroducing hardcoded numbers on a second page. Checkeddata-flow.mdx's own commit history first (most recent: #1220 touched a different page, and an Aug 25 commit added the EU-region cross-link that's already in this diff's base) — no other in-flight change to this section.Note on how this PR was opened
Direct branch creation on
VapiAI/docswas blocked by the org's OAuth App access restrictions for this connector, so this change was pushed to a personal fork (stephenvapiai/docs) and opened as a cross-repo PR per the documented fallback. Only the section above is the intended change.