Retention and deletion
No audio, what happens to a call the officer doesn’t keep, how long a kept call stays, and when an officer’s or a borrower’s records are deleted.
Updated 2026-10-31
Proxara keeps the calls an officer chooses to keep, and none of the sound. Each rule below is what the code does today.
What is kept, and for how long
| What | Kept |
|---|---|
| Call audio | Never reaches Proxara and is never written. Telnyx turns each person’s speech into words on its own servers. |
| The words of a call the officer doesn’t keep | Erased at once on a no, or 30 minutes after the call ends if they don’t answer. A call under 15 seconds is dropped without a question. |
| The phone line’s own record of a call | Numbers and times, removed a day after the call ends |
| A kept call, and a voicemail | Its transcript, summary, details and notes, until the officer deletes it or their account. The code sets no time limit. |
| Social Security numbers and dates of birth | Whole in one sealed place for 14 days after the call, then erased. A Social Security number’s last four digits stay in the transcript. |
| A call where someone asked not to be recorded | If the officer keeps it, nothing but that they asked and when. If not, nothing. |
| People the officer never wants heard | Their numbers, with no names. Their calls connect with nothing turned into words. |
| What a call established | Contacts, leads and facts, until the officer deletes the only call a fact came from, or their account |
| Each change on Monday | What changed and what was there before, so it can be undone, until the account goes |
| The officer’s recorded greeting | At Telnyx, until they record a new one or delete their account |
| Logs | 30 days, identifiers and counts only |
The app’s storage has no backups, so what is deleted is gone.
In a connected install
| What | Kept |
|---|---|
| A call’s words | Only until the call is read and acted on, seconds to minutes after it ends, unless the officer switches transcripts on |
| What a call settled | Each item with the few words that said it, and a short summary, while the officer uses Proxara |
| Social Security numbers and dates of birth | Straight into Encompass. Then only an SSN’s last four digits, and nothing of a date of birth. Masked anyway if Encompass hasn’t taken one 30 days after the call. |
| The officer’s contacts file | Only the numbers not already in the CRM or Encompass, marked never heard, with no names |
| Each write to the lender’s systems | What was written and what was there before, so any change can be traced |
| A document texted or emailed that fits no loan | Until someone puts it on a loan, and 14 days at most |
| The working copy of a loan read from Encompass to run DU | Until the loan is untouched for 90 days, or the lender’s own number, from 1 to 365 days |
| Logs | 90 days, identifiers and counts only |
When it is deleted
| When | What happens |
|---|---|
| An officer deletes a call | Its record and the facts that came from it alone go at once. A call still waiting for an answer counts as a no. |
| An officer deletes their account | Everything Proxara holds for them goes at once, and their greeting and number go at Telnyx. Their cell keeps forwarding until they turn it off, so the app shows them the code first. |
| Someone asks to be forgotten | By their phone number: their contact, every lead they’re on, and those leads’ calls, facts, questions, messages, writes and every line naming them. Someone else on their loan keeps their own contact. |
| Someone asks not to be recorded | Proxara stops hearing the call, and what’s left of it is that they asked and when |
| A lender takes an officer off a connected install | The officer stops being worked at once, and 30 days later everything Proxara holds about their borrowers is deleted. Their name and email stay, to show when they were taken off. |
What stays afterwards
Email already sent stays in the officer’s mailbox, and leads stay on their Monday board, until they remove them. Telnyx keeps its own call records under its own terms. In a connected install, what Proxara wrote into the lender’s own Encompass, CRM and Outlook stays there, as the lender’s own records, under the lender’s own retention.
For the Safeguards Rule
The rule asks that customer information is disposed of no later than two years after it was last used (16 CFR 314.4(c)(6)). A call the officer doesn’t keep goes within 30 minutes. A kept call stays until the officer deletes it, so on the app that disposal rests with the officer until the code sets a limit. In a connected install a call’s words go within minutes, and an officer’s borrowers go 30 days after the officer is taken off.