​Use Data Retention Policy in CFM to automatically delete survey responses and transactions after a defined retention period. This helps admins manage feedback data lifecycle, reduce manual cleanup, and support privacy and compliance requirements.

When a policy runs, Sprinklr deletes the records that match the configured retention conditions, removes associated analytics data, and breaks related entity links such as Response ↔ Transaction ↔ Profile.

Create a Tiered Approval path

Before creating a data retention policy, configure a tiered approval path for DRP.

1. Go to Settings > General Settings > Tiered Approval.
2. Click Create Tiered Approval.
3. In the form, enter the required details.
4. In the Applied For field, select DRP.
5. Add the users who must approve the policy under Approval Steps.
6. Add an approval path, if required by your organization.
7. Click Save.

Create a Data Retention Policy for CFM

1. Go to Global Settings > Data & Privacy > Data Retention Policy in the CFM module.
2. The Data Retention Policy Record Manager opens. It lists existing policies for Response and Transaction entities.
3. Click Create Policy.

4. In the policy configuration form, enter the following details:

   • Policy Name: Enter a unique name for the policy.
   • Description: Enter optional details about the purpose of the policy.
   • Entity Type: Select Response or Transaction.
   • Retention Policy Conditions: Configure the date-based condition for deleting records.
   • Subscribers: Add users, user groups, or email addresses to notify them about policy changes.
5. Review the policy summary generated in the right pane. The summary shows what data will be deleted and the condition used for deletion.

Configure retention conditions for Response

If you select Response as the entity type, configure one of the following retention conditions.

Configure retention conditions for Transaction

If you select Transaction as the entity type, configure the following retention condition.

Submit the policy for approval

1. After configuring the policy, click Submit for Approval.
2. Select the appropriate approval path.
   
   
3. After submission, the policy moves to Search in Progress. Sprinklr identifies the records that match the configured policy.
4. When the matching records are identified, the policy status changes to Activation Pending.
   
   
   
5. The approver receives a notification with the policy summary.
   
   
   

6. After the approver approves the request, the policy is activated and runs according to the scheduled execution.

Data Retention Policy statuses

What happens when a policy runs

For Response policies

When a Response policy runs:

• Matching responses are deleted.
• Analytics data generated from those responses is removed.
• Relationships between Response ↔ Transaction and Response ↔ Profile are detached.

For Transaction policies

When a Transaction policy runs:

• Matching transactions are permanently deleted from the database.
• Relationships between Transaction ↔ Response and Transaction ↔ Profile are removed.

Important: Transaction DRP deletes only transaction records. It does not remove transaction field values that were copied into response entities, such as analytics dimensions.

Policy run frequency

When a new policy is created:

• The policy moves to Search in Progress while Sprinklr identifies records that match the configuration.
• The initial search can take several hours, depending on data volume.
• After execution, the policy runs hourly to identify records that meet the retention criteria.
• Execution time depends on the number of matching records.

Manage a Data Retention Policy

You can manage a policy from the Data Retention Policy Record Manager.

1. Click the Options icon next to the policy name.
   
2. Select one of the available actions.

View a policy

Use the View option to review the policy details.

The policy details page includes the following sections:

Summary

Displays the policy overview, including:

• Policy name
• Entity type
• Deletion criteria
• Retention duration

Account Names / Groups

Displays the accounts or account groups associated with the policy.

If an account group is selected, expand the dropdown to view all individual accounts in that group.

Properties

Displays key policy details, such as:

• Policy type
• Policy owner
• Created on
• Last updated on
• Other configuration details

Approval Path

Displays the approval workflow configured for the policy, including the approvers involved.

After the policy is approved, the status changes to Active, and the policy toggle is enabled.

Deactivate a policy

1. In the Data Retention Policy Record Manager, turn off the toggle next to the policy name.
   
   
2. In the Deactivate Data Retention Policy window, select the Approval Path.
3. Enter the reason for deactivation.
4. Click Submit.
   
   
   
5. After the deactivation request is approved, the policy status changes to Inactive.
   
   
   

Reject a policy

If an approver rejects a policy, Sprinklr prompts the approver to enter a reason for rejection. After the reason is submitted, the rejection details are displayed in the third pane.

Edit an active policy

1. Click Edit for an active policy.
2. A confirmation dialog appears.
   
3. Click Continue Editing.
4. The Create Data Retention Policy window opens.
5. Update the required policy details.
6. Submit the updated policy for approval.
   

View policy activity

Use View Activity to review the activity logs for a policy.

The activity log provides a detailed history of actions performed on the policy, including:

• Policy creation
• Policy updates
• Status changes
• Approval or rejection actions
• System updates

Each activity entry includes:

• User who performed the action
• Policy fields that were changed
• Previous and updated values
• Updated by information
• Date and time of the update

Limitations

• Deleted responses and transactions are permanently removed from analytics, dashboards, reports, and historical metrics.
• Aggregated metrics such as NPS trends, CSAT counts, and response volume may reduce after policy execution.
• Transaction custom field values copied into response entities are not deleted when the transaction is deleted.
• CFM Data Retention Policy applies only to CFM survey data. It does not delete CARE responses.

FAQs

Will deleting responses affect analytics and dashboards?

Yes. Deleted responses no longer appear in analytics, custom dashboards, reporting filters, survey reporting, or widget dropdowns.

Can I create a Response DRP from the platform-level Data Retention Policy screen?

Yes. You can create policies from the CFM module or the platform-level Data Retention Policy route. Policies created from either location are visible in both views.

Does Transaction DRP delete transaction custom field values stored in responses?

No. Transaction DRP deletes only the transaction record. Transaction custom field values copied into response entities remain available as part of the response data.

What happens to a response linked to a deleted transaction?

The response is not deleted. However, the link between the response and transaction is removed. In the UI, the transaction section shows an empty state.

Are CARE responses impacted by CFM Data Retention Policy?

No. CFM Data Retention Policy applies only to survey data in CFM.

Who can approve a Data Retention Policy?

Only users with Approve / Reject permission under Customer Data Security > Data Retention Policy can approve or reject policies.