Interaction transcripts are encrypted and safely stored to protect them from unauthorized access.  Transcripts are encrypted with AES 256-bit encryption using customer/organization-specific encryption keys.  For more information, see Encryption key overview.

An organization may choose to make transcripts searchable as a part of the content search feature.  In this case, transcript information is indexed in this search cluster using a Genesys Cloud-wide encryption key, not an organization-specific encryption key.

Note: These transcripts are only searchable and are stored in this manner for 35 days. Organizations can opt in or out of having searchable transcript information.