# Privacy and customer data

> What Soosh keeps about your customers, who in your team can see it, and what goes to the AI.

Source: https://docs.soosh.io/concepts/privacy-and-customer-data/

Soosh keeps your chats and contacts so your team can pick up any chat
where it left off. Roles decide who sees what, and you can hide customers'
phone numbers from everyone. The AI sees only what it needs to answer, and
never one-time codes.

## Why it matters

When Priya writes to Blue Lotus Fashion, she trusts you with her number, her
address and sometimes her order history. Your team needs that to help her.
It shouldn't go further than the people and tools that need it.

## What Soosh keeps

- **Chats.** Every message you send and receive, with the photos, voice notes
  and documents in them.
- **Contacts.** Each customer's number, name and tags, and your team's private
  notes.
- **Customer memory.** If you turn it on, the AI notes what matters about each
  customer after a chat, like open questions or their size. Card numbers,
  account and ID numbers, and passwords or codes are removed before it's saved.
- **Calls.** A log of each call, and a recording if call recording is set up
  for your workspace.

Soosh doesn't delete chats automatically after a set time.

## Who can see it

Each member's role decides what they can open. With the built-in roles:

- Agents can see every chat and contact, but only their own calls.
- Managers, admins and the owner can see every chat, contact and call, and
  can export contacts.
- Only admins and the owner can read the audit log.

To limit an agent to the chats assigned or handed to them, give them a custom
role. See [Roles and permissions](https://docs.soosh.io/concepts/roles-and-permissions/).

## Hiding phone numbers

With **Mask phone numbers** on in [**Settings > General**](https://app.soosh.io/settings), everyone sees only
the last 4 digits of customers' numbers, admins included. That covers chats,
contacts, the queue, calls, campaigns and contact exports. Your team can
still reply and call as usual.

Hiding numbers doesn't cover API keys. A key that can read contacts, or
broadcast recipients, gets customers' full numbers, so your own systems can
match them. Give those permissions only to keys for systems you trust with
the numbers.

> **Note:** Webhooks you set up still send full phone numbers to your own systems.

## The audit log

The [**Settings > Audit log**](https://app.soosh.io/settings/audit-logs) records who added, changed or removed
something in your workspace, and when, with each change before and after. Use
it to answer "who changed this?". It records changes, not who looked at a chat.

## What goes to the AI

Bot replies, customer memory and reply suggestions use Soosh AI. There's no
provider or key for you to set up. To answer a customer, the AI gets your
bot's instructions, your knowledge base, the customer's recent messages and
what customer memory knows about them.

Messages sent from authentication templates, the ones with one-time codes,
are blanked out. They never reach the AI or customer memory.

## Deleting a customer

When you delete a contact, what customer memory knew about them is deleted
for good. The contact disappears from your lists, but their chats are kept.
If they message you again, the contact comes back with the earlier chats.

## If a workspace is closed

Soosh support can close a workspace, for example when an account is
suspended. Nothing is deleted. Members see that the workspace is closed, and
can still open their other workspaces. While it's closed, nothing is sent:
no messages, campaigns, bot or AI replies, calls, webhooks or automatic top-ups,
and API keys stop working. Messages and calls that arrive meanwhile aren't
kept. When it's reopened, paused campaigns stay paused until you resume them.

## Related

- [Hide customers' phone numbers](https://docs.soosh.io/guides/workspace/hide-customers-phone-numbers/)
- [Read the audit log](https://docs.soosh.io/guides/workspace/read-the-audit-log/)
- [See what Soosh remembers about a customer](https://docs.soosh.io/guides/inbox/see-what-soosh-remembers/)
- [Export contacts](https://docs.soosh.io/guides/contacts/export-contacts/)
- [Customer memory](https://docs.soosh.io/concepts/customer-memory/)
- [Roles and permissions](https://docs.soosh.io/concepts/roles-and-permissions/)