Newly sent or received messages are usually collected and stored in our system within a few minutes at most. This avoids delay and ensures that reviews can easily be conducted, should they be required. It also allows you to quickly validate message capture and review when you add users to the service.

If a user is disconnected from the recording solution, the system will trigger alarms that are sent to different stakeholders:

• The user will receive a warning and an invitation to re-onboard.
• Touch support will receive an alarm and can monitor the situation.
• Customers can also designate a responsible contact who will receive alarms about disconnection events.

Once the user has reconnected their WhatsApp account to our system, we will re-synchronise the data for a specified time limited period.

That depends on the country. It may not be permitted where you operate but some countries have enabled a light touch approach, with self-governance, or allow companies to make their own interpretations. Your compliance officer will know the situation that covers your organisation – but if you do use WhatsApp, then we can help keep you covered.

Yes, all your recordings are consolidated into an integrated compliance framework, which means that you can filter according to your needs, aligned with your policies and permissions.

Yes, you can set up exclusions so that personal messages are not captured. This is performed by your administrator and is a private activity between user and supervisor, so that there is no GDPR impact.