Glossary

Text Message Retention

Text message retention refers to the practice of storing and archiving electronic text messages for a specified period of time. These types of messages can be sent and received across a range of digital devices, including smartphones and computers, using any number of platforms such as WhatsApp, iMessage, and SMS’s. The main purpose of text message retention is to make sure that organizations preserve vital records for legal, compliance, and business purposes.

Regulatory Requirements

There are a range of regulatory and legal requirements that govern text message retention,and organizations must make sure they meet all of these requirements simultaneously. This means balancing the individual’s right to privacy with the need for business practices to be compliant, transparent, and auditable. Here are some of the key regulatory considerations related to text message retention:

  • Data Privacy Laws: In many countries, data privacy laws such as the European Union’s General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA) place strict requirements on how organizations collect, store, and process personal data, which includes text messages. A key feature of this type of legislation is that organizations must get explicit consent from clients to collect and retain text messages. They also have to make sure that once collected they are safely stored and that access to them is appropriately limited. 
  • Financial Regulations: Governing bodies strictly monitor the activities of financial organizations, and in order to ensure they can conduct thorough investigations and audits, there are rules that require the retention of electronic communications, including text messages, for a specified period of time. 
  • Healthcare Regulations: Many countries have communication retention laws that relate specifically to medical records. For example, the Health Insurance Portability and Accountability Act (HIPAA) in the US mandates that all electronic communications related to a patient be securely retained. This includes any relevant text messages. 
  • Electronic Discovery (eDiscovery): In legal proceedings, text messages can be considered evidence, and organizations may have to produce text message records during litigation or investigations. Being unable to do so can result in legal consequences and reputational damage.

Best Practices for Organizations

There are some basic practices that once in place will ensure that text message retention becomes an automated part of daily life:

  • Clear Policies and Procedures: Retention periods, data classification, and the processes for capturing and storing text messages should be carefully detailed. It is also important that employees are regularly reminded about these policies and are given training if necessary.
  • Consent and Opt-Out Mechanisms: Before collecting text messages, organizations must get explicit consent from individuals both to capture and store the data. Also, provide clear and easy-to-access opt-out mechanisms for people who don’t want to have their text messages retained.
  • Automated Archiving Solutions: Fortunately there are archiving solutions that automate the capture and secure storage of text messages so organizations don’t need to rely on manual intervention to ensure they are in compliance. 
  • Encryption and Data Security: With sensitive personal information such as text messages, the organization has an obligation to implement robust data security measures to prevent unauthorized access or data breaches. 
  • Retention Periods: Personal data should only be kept for the minimal amount of time required, so it is important to define appropriate retention periods for text messages based on regulatory requirements and business needs. 
  • Monitoring and Auditing: Regularly monitor and audit text message retention practices to ensure you are staying up to date with any changes in laws or regulations. Conduct internal audits and assessments to identify and rectify any compliance gaps or issues.

LeapXpert Makes Text Message Retention Easy

Text message retention is an important part of modern communication management and is essential for both regulatory compliance and business operations. Organizations can’t leave any aspect of this process to chance as the penalties for falling foul of the law are onerous. While it is important to be diligent in complying with relevant regulations and implementing best practices to securely capture, store, and manage text messages, it is arguably even more critical to choose the right technology.

The LeapXpert Communications Platform maintains a complete record of all conversations between enterprise employees and customers to ensure that data privacy and governance standards are met. Contact us now to set up a demo.