If you have given notice, or you are weighing it up, this article explains what happens next. What you can take with you, when your access closes, when your data is deleted, and who to talk to at each point.
We would rather you stayed, and your Account Manager will probably tell you so. But leaving should be clean, predictable and fully in your hands, and you should never have to ask us twice what happened to your conversations. Everything below is what we actually do.
In this help doc you will find:
At a glance
Notice period | As set out in your Order Form or Master Services Agreement. Your Account Manager will confirm your exact end date in writing. |
Your access | Continues in full until your subscription end date. Nothing is switched off early. |
Export window | Any time up to your end date. Exports are self-serve, so you do not need to ask us. |
Access closes | On your subscription end date. Users are deactivated and your workspace is archived. |
Data deleted | 90 days after your subscription end date. |
Irrecoverable | 30 days after deletion, once backups have cycled. |
Written confirmation | We issue a deletion certificate once the process is complete. |
Step by step, from notice to closure
1. You give notice
Send notice to your Account Manager in writing. Your notice period is in your Order Form or Master Services Agreement. If you cannot find it, ask us and we will confirm it. Within a few working days your Account Manager will come back with three things:
Your confirmed subscription end date
The date your data is scheduled for deletion
A named contact who owns your offboarding from here
We may also ask for a short conversation about why you are leaving. You are under no obligation to have it. It genuinely helps us build a better product.
2. Before your end date, take what you need
This is the part that matters most, and it sits entirely with you. Once your workspace is archived you can no longer sign in and run exports yourself. After that, retrieving anything becomes a manual request, and after the deletion date it is not possible at all.
📌 Do this while you still have access. The two sections below cover every route out, from a one-click CSV to a full API export.
3. Your subscription end date
On this date:
All users in your organisation are deactivated
Your workspace is archived, so it is no longer reachable in the app
Every integration is switched off, including any SFTP feed, and ingestion stops
Your data is not deleted. It is retained, inaccessible, for a further 90 days
Billing stops. You are not invoiced beyond this date
If conversations are still reaching us after this date, please tell us. It means an integration has not been switched off properly.
4. Ninety days after your end date, your data is deleted
Your conversations and your workspace data are permanently deleted. That covers audio, transcripts, summaries, scores, alerts, tags, attributes, workflow and grading data, and comments.
We hold those 90 days on purpose. It gives you a buffer if you find, after the fact, that you needed something for a complaint file or a regulatory request. Once the window closes we cannot help you, because the data no longer exists.
5. Thirty days after deletion, it is irrecoverable
Deleted data is immediately inaccessible in the platform. It persists in our encrypted backups for 30 calendar days, after which it is irrecoverable by anyone, including us.
We use backups for disaster recovery and nothing else.
6. Confirmation
We issue a deletion certificate confirming what was deleted and when. If you need it in a particular format for your own audit file, tell us and we will accommodate that.
Your export checklist
Work through this before your end date. Every item here you can do yourself, from inside the platform.
💡 Tip: Two things worth checking first - We would rather save you the work, so two things customers routinely forget:
Your own source system already holds the recordings. Voyc sits over conversations that originated in your dialler or recorder. In most cases the audio you are worried about losing still exists on your side. Check there before commissioning an extraction from us
Your retention window already limits what exists. The platform is not holding your full history in any case. If your contracted window is 12 months, conversations older than that are already gone. Confirm your window with your Account Manager so you know what is genuinely available to export
1. Conversation lists and metadata
From your Conversation List, filter to what you want and click the Download conversations icon at the top right. The CSV reflects exactly what is on screen, filters included, and contains: date of call, call length, dead air, agent, merged status, released-to-agent status, alert count, overall score, compliance status, tags, attributes, and a direct link to each conversation.
💡 Tip: the export takes only the conversations on your current page. Use the items-per-page selector at the bottom left to show up to 250 at a time before downloading. On a large estate, work through it channel by channel and month by month.
One thing to know: the conversation links inside the CSV stop working once your workspace is archived. The file is still a complete record of what happened. Treat it as a data extract rather than a set of live links.
2. Grading and scorecard reports
Go to Reports in your channel navigation and work through the four-step generator.
Five report types are available:
Scores Overview — overall and group-level scores against your active scorecard
Agent Detail — one agent’s scores, group scores, phrase adherence and ranking
Agent Overview — all selected agents compared against each other
Scores Details — group-level and phrase-level adherence
Raw Data — every underlying field for your conversations plus agent information
If you only generate one, generate Raw Data. It is the least pretty and the most complete, and it is the one you will be glad of in eighteen months.
3. Workflow and grading task data
The Workflow Raw Data Report gives you every task in a workflow, per conversation, filtered by call date. It is available as a standalone report at organisation level.
4. Alerts
The Alerts Triggered Report and the Alerts Raw Data Report both cover alert activity across your organisation. The Raw Data version holds the same underlying signal at row level, including multi-channel activity, with your selected filters recorded at the top of the export.
5. Anything else
Ask Joyc conversations can be exported individually using Export Chat
Dashboards can be filtered and captured on screen, but there is no bulk dashboard export. If you want the numbers behind a dashboard, take them from the Raw Data reports instead
Pulling your data via the API
If you want everything in one structured pull rather than a stack of CSVs, use the Voyc API v3. It is our stable, customer-facing REST API, and the conversation export endpoint returns your conversations including transcripts, summaries and downloadable audio URLs.
This route needs someone technical for an hour or two. If that is available to you, it is comfortably the most complete way to leave with your data.
📌 The one hard limit: the export endpoint reaches three months back. If your retention window is longer than that, the API alone will not give you your full history. Use the Raw Data reports for anything older, and the API for the most recent three months. Please plan for this before your end date.
Before you start
Custom Apps are currently available to a subset of customers. Ask Support to enable it for your organisation, ideally as soon as you give notice
You must be an organisation owner or organisation admin to create an app or a token
The API Reference is interactive and lets you send real requests: api.app.voyc.ai/v3/schema/scalar. If you use the South African instance, use api.appza.voyc.ai/v3/schema/scalar instead
Step 1: create an app and a token
Sign in to Voyc and open Settings
Select the Custom Apps tab, then click Create App
Give it a name and description. Something like “Offboarding export” is fine
Under Channels, select every channel you need to export, or choose All channels
Under Permissions, grant read_only:conversation_export. That is all this job needs, and we recommend granting nothing more
Click Create App. On the App Details page, click New Token at the bottom
Copy the token straight into your password manager
📌 The token is shown once. It cannot be retrieved after you close that modal. The Client Secret on the same page is a different thing: it validates the integrity of webhook callbacks and is not used to authenticate API requests.
Tokens are not tied to the person who created them, so an export job keeps working even if that user is later deactivated. Revoke the token once your export is finished.
Step 2: call the export endpoint
Authenticate with a bearer token and call the export endpoint for each channel:
GET https://api.app.voyc.ai/v3/channel/<channel_id>/conversation/export/
Authorization: Bearer <your_api_token>
Results come back oldest first, ordered by conversation ID, and are paginated with a cursor. The response includes next and previous URLs:
{
"next": "https://api.app.voyc.ai/v3/channel/<n>/conversation/export/?cursor=cD0yOTA1",
"previous": null,
"results": [ ... ]
}When next is null there is no newer data. The cursor encodes the last conversation ID you exported, so treat it as your high watermark: store it, and you can resume a failed run from that point instead of starting again.
A worked example
This walks every page of a channel and hands each page to your own code:
import time
import requests
API_BASE = "https://api.app.voyc.ai/v3/"
TOKEN = "<your_api_token>"
CHANNEL_ID = <your_channel_id>
session = requests.session()
session.headers = {"Authorization": f"Bearer {TOKEN}"}
export_url = f"{API_BASE}channel/{CHANNEL_ID}/conversation/export/"
while export_url:
response = session.get(export_url)
# Rate limited: back off and retry.
if response.status_code == 429:
time.sleep(60)
continue
if response.status_code != 200:
print(f"API error: {response.json()}")
break
data = response.json()
# Write the page to disk, and fetch any audio URLs now.
handle_page(data["results"])
# Save this URL as your high watermark so you can resume.
save_watermark(export_url)
if data["next"] is None:
break
export_url = data["next"]
# Stay inside the rate limit.
time.sleep(1)
Limits and things that will trip you up
Rate limit. 500 requests per minute across all endpoints. Exceed it and you get a 429 Too Many Requests. A one-second pause between pages keeps you comfortably clear
Resource limits. 30 integration apps per organisation and 10 tokens per app. Exceed either and you get a 403 Forbidden
Three months back. Worth repeating, because it is the thing most likely to catch you out
Conversations still being processed. The endpoint gives you a point-in-time view. A conversation from the last few hours may come back without a transcript because it is still moving through our pipeline. Either export up to a few hours behind now, or page through that window again later to backfill
Changes after export. There is currently no way to detect that a conversation changed inside a window you have already exported. If a conversation is re-transcribed, your extract will not know. We are working on this
Filters and cursors together. The cursor points at the last exported conversation ID. Applying a filter that excludes that conversation gives inconsistent results, so settle your filters before you start paginating
Audio. The payload gives you downloadable audio URLs. Fetch the audio as you work through each page rather than collecting the URLs and coming back to them later
💡 If you would rather we walked your developer through this on a call, ask your Account Manager. We would rather spend half an hour with you than have you discover a gap after your access has closed.
Your data, and your rights
Under your agreement, you are the data controller and Voyc is the processor. Your conversations belong to you. We do not sell your data, and we do not use it for anything beyond delivering the service to you as described in our Terms and Conditions.
Because you are the controller, deletion happens on your instruction and to the schedule in your agreement:
Want your data deleted sooner than the standard 90 days? Instruct us and we will
Have a regulatory obligation to retain records longer? Tell us before your end date. That needs a written instruction from you, because as your processor we cannot hold data indefinitely without one
Need specific conversations removed while you are still with us? Raise it with Support. We can remove audio, transcript and summary while keeping the record that the interaction happened, or remove the conversation entirely
💡 Our policies, including the Data Processing Agreement, live in our Trust Centre.
Frequently asked questions
Can we get an extension on access?
Can we get an extension on access?
Sometimes. If you need a short read-only extension to close out a specific piece of work, ask. It is a commercial conversation, and a much easier one to have before your end date than after it.
We deleted something by accident during offboarding. Can you restore it?
We deleted something by accident during offboarding. Can you restore it?
Within 30 days of the deletion, possibly. After that, no. Contact Support straight away rather than waiting.
Can you just send us all our data in one file?
Can you just send us all our data in one file?
Not as a standard service - the self-serve exports and the API together cover your conversations, transcripts, summaries, audio, grading, workflow and alert data, and you can run them yourself today. If you genuinely cannot resource the API route, talk to your Account Manager about a scoped extraction. It would be quoted separately.
What happens to our agents’ personal data?
What happens to our agents’ personal data?
It is deleted alongside everything else, on the same schedule. Agent names, scores and performance history are all part of your workspace data.
Who to contact
Notice, dates, commercial questions | Your Account Manager |
Exports, reports, API access | Support, via the messenger in the app |
Deletion, the DPA, privacy | Our Data Protection Officer, via your Account Manager |
Thank you for trusting us with your customer conversations. If something in this process does not work for you, say so and we will look at it.