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Personal data protection
This section outlines how Sinch Contact Pro handles personal data, detailing the system’s features and functions that support compliance with relevant data privacy laws and industry-specific regulations.
Data handling practices
This section describes how Sinch Contact Pro manages personal data throughout its lifecycle - from collection and consent to retention, deletion, anonymization, and blocking.
Sensitive personal data

Personal data protection
This section outlines how Sinch Contact Pro handles personal data, detailing the system’s features and functions that support compliance with relevant data privacy laws and industry-specific regulations.
- Roles and responsibilities
  This section outlines the roles that ensure effective personal data protection within the organization.
- Data protection measures
  Several technical and organizational measures are in place to secure personal data and support regulatory compliance.
- Data handling practices
  This section describes how Sinch Contact Pro manages personal data throughout its lifecycle - from collection and consent to retention, deletion, anonymization, and blocking.
  - Sensitive personal data
  - Data rentention, deletion, and anonymization
    The system administrator can define the data retention time for all conversation channels and for handled/expired outbound campaigns on both system and queue levels. The system level setting is the default setting for all queues and the queue level setting overrides it for a specific queue. After the retention time, all data is anonymized or deleted automatically. Alternatively, the data protection officer (DPO) can, on a person's request, destroy data related to them.
- Audit logging
- Generating personal data reports
  Data protection officers (DPOs) can create personal data reports and delete selected data on request with the Generate Personal Data Report tool.

Sensitive personal data

Sensitive personal data is a category of personal data that needs special handling. The definition of sensitive personal data may differ between legal areas or industries. Sensitive data may be, for example, information on racial or ethnic origin, political opinions, or bank and credit accounts. Sinch Contact Pro is not designed to store and process sensitive personal data.

This applies specifically for the following capabilities:

Directory fields

Do not use directory fields for collecting or storing any sensitive personal data.
Scripts

Do not use scripts for collecting any sensitive personal data.
Interactive voice response (IVR)

Do not use IVR for collecting any sensitive personal data.
Outbound campaigns

Do not store or collect any sensitive personal data in outbound call list fields.
Call recordings

Do not use or implement call recording if the calls in your line of business include sensitive topics unless there is a legal obligation to do that.
Attached data (CAD) for chat and phone

Do not use attached data for collecting and storing any sensitive personal data.
Internal notes

Do not store or collect any sensitive personal data in internal notes.