Issue Definition

We have a growing concern regarding Customer Insights – Journeys (CIJ) interaction data retention and the inability to delete specific interaction records for individuals.

In respect to data governance and privacy compliance, we currently face a requirement where, if a person we have marketed to in the past requests the deletion of all information pertaining to them, we do not have the ability to remove their interaction data from CIJ manually.

Current Limitations

• Retention Policy: Interaction and insights data (emails, SMS, journey analytics) stored in Dataverse is retained for up to two years from creation.
• Configurable Retention: There is no configurable retention setting for CIJ interaction data. The retention period cannot be shortened or extended within the application.
• Individual Deletion Requests: CIJ does not provide an in-product feature to delete all interaction data for a specific individual directly from the Journeys module.
• To comply with privacy laws, deletion must currently be handled at the source system level, followed by a refresh downstream. CIJ relies on upstream data deletion and refresh processes.

Why This Matters

With increasing privacy regulations (GDPR, CCPA, etc.), organizations need a way to honor individual deletion requests quickly and efficiently. Relying solely on upstream deletion is complex and does not fully address compliance needs within CIJ.

Feature Proposal

Introduce an in-product capability within CIJ to:

• Delete all interaction data related to a specific contact or consent point.
• Ensure compliance with privacy laws by enabling organizations to govern their own data effectively.

This enhancement would significantly improve CIJ’s ability to support privacy protection and regulatory compliance.