E-commerce
July 1, 2026
"Are you recording this chat?" "Who can read our exchange?" "I want a copy of the conversation." Three tickets where support conversation recording triggers distrust due to a lack of a clear response.
The e-commerce conversation recording support covers retention, access, retention period, consent, and requests for copies or deletion. Distinct from account privacy preferences (#849): here the focus is on the support conversation itself, not the marketing toggles.
This guide #899 deploys policy CONVREC-SUP, flow CR-1 to CR-8, and matrix CONVREC-MAP. Support pair of the future history retention bot (#900).
Summary
Why does conversation recording generate tickets?
Consent banner missing, agent improvising "we keep everything" or "nothing is stored". Without CONVREC-MAP, confusion with chat recovery #881 or general privacy #154.
Five typical recording points of friction
Recording or not: client does not know if chat is stored
Internal access: who can read the history
Retention period: how long it is kept
Copy requested: transcript export or recording
Deletion: conversation erasure after resolution
DTC retail example
DTC fashion, 9 convrec_ tickets/month. After CONVREC-MAP: convrec_recording_resolution_rate 91 %, unnecessary DPO escalations -52 %.
CONVREC #899 vs Privacy #154, PRIVPREF #849, CHATINT #881 and bot #900
Six privacy continuity contents, six distinct angles.
Quick Matrix
#899 CONVREC: recording access retention copy deletion support conversation
Privacy #154: transverse support data usage
PRIVPREF #849: toggles marketing account cookies distinct conversation
CHATINT #881: lost conversation resume distinct recording
CONTEXT #155: context transfer handoff distinct storage policy
ACCTDEL #823: account deletion distinct conversation erasure
Bot #900: history retention widget side
#899 = what happens to this conversation? #881 = where did my session go?
Promise #899
Policy CONVREC-SUP, tree CONVREC-GATE, 8 macros, access retention register, KPI convrec_recording_resolution_rate.
Which typologies should convrec_* classify?
Action-oriented classifier: is_recorded ≠ access_request ≠ delete_request.
Eight CONVREC-MAP typologies
convrec_is_recorded: chat email phone recording question
convrec_who_can_see: support team managers access
convrec_retention_question: history retention period
convrec_consent_question: prior information consent
convrec_access_request: copy export transcript
convrec_delete_request: conversation deletion
convrec_bot_vs_human: bot alone vs human agent storage
convrec_escalate_dpo: formal GDPR rights request
Policy CONVREC-SUP: agent and escalation rules
The CONVREC-SUP policy sets responses from the registry, no legal improvisation.
Six CONVREC-SUP rules
REGISTRY-FIRST: CONVREC macro from access retention registry
Honest transparency: RECORDING-INFO what is actually stored
Documented access: WHO-CAN-SEE support QA training roles
Copy under SLA: ACCESS-GUIDE transcript export registry delay
Regulated deletion: DELETE-GUIDE legal litigation open criteria
Formal GDPR → DPO: convrec_escalate_dpo do not handle as sole agent
Situation matrix (agent)
Simple question: RECORDING-INFO + RETENTION-INFO
Copy requested: ACCESS-GUIDE SLA export
Erasure: DELETE-GUIDE or DPO if dispute
Lost session: handoff CHATINT #881 not CONVREC
Flow CR-1 to CR-8: standard resolution
Eight sequential steps, SLA P3 convrec < 24 h, escalate DPO if escalate_dpo.
Flow CR-1 to CR-8
CR-1 Triage: read ticket, tag convrec_*, privacy account #849?
CR-2 Registry lookup: access retention channels bot email phone
CR-3 Classify: convrec_* via CONVREC-MAP
CR-4 Inform: RECORDING RETENTION CONSENT WHO-CAN-SEE
CR-5 Execute: ACCESS-GUIDE DELETE-GUIDE or ESCALATE-DPO
CR-6 Confirm: macro CONVREC-DONE status action SLA
CR-7 Log: document response register version used
CR-8 Close: KPI convrec_recording_resolution_rate + brief #900
Eight CONVREC-* macros ready to paste
Aligned macros retention registry channel access.
CONVREC-* Library
CONVREC-ACKNOWLEDGE: "Thank you for your question about the confidentiality of our exchange."
CONVREC-RECORDING-INFO: "Our {{canal}} conversations are {{statut_enregistrement}} for {{finalité}}."
CONVREC-RETENTION-INFO: "Retention: {{durée}}. Then {{action}}."
CONVREC-WHO-CAN-SEE: "Access: support team, QA training. No sharing with marketing third parties."
CONVREC-CONSENT-INFO: "You are informed via {{bannière}} before the start of the exchange."
CONVREC-ACCESS-GUIDE: "Copy under {{SLA}}. Sent to {{email}}. Reference {{id}}."
CONVREC-DELETE-GUIDE: "Erasure possible if {{conditions}}. Delay {{délai}}."
CONVREC-DONE: "Recap: {{question}}. Answer: {{résolution}}. Reference: {{id}}."
CONVREC-GATE tree and agent-ready registry
Decision tree before improvising or escalating too early.
CONVREC-GATE
Simple info question? → RECORDING + RETENTION + WHO-CAN-SEE
Transcript copy? → ACCESS-GUIDE SLA register
Deletion? → DELETE-GUIDE if no open litigation
Formal GDPR rights request? → ESCALATE-DPO
Lost session? → handoff CHATINT #881
Minimum internal register
Document by channel: chatbot, human chat, email, telephone. Retention period, customer service QA purpose, who accesses, export procedure, deletion criteria, consent banner text. Train agents: convrec ≠ privpref #849 ≠ chatint #881.
KPIs, QA, and handoff to bot #900
Measuring CONVREC detects contradictory answers and avoidable DPO escalations.
Four CONVREC KPIs
convrec_recording_resolution_rate: tier 1 resolved questions / total convrec_
convrec_registry_compliance_rate: % of registry-aligned responses
convrec_access_sla_met: copies delivered under SLA
convrec_unnecessary_dpo_escalation: avoidable DPO escalations low target
Handoff #900
Export CONVREC-MAP to bot: convrec_is_recorded convrec_retention_question priority. Guardrail CONVREC-REGISTRY-GATE brief #900 copy retention widget.
Edge cases: open dispute, phone recording, bot only
Three cases outside the standard flow.
Open chargeback dispute
DELETE-GUIDE postponed. Documented legal RETENTION. DPO if contested.
Recorded phone call
REGISTRY separate phone channel from chat. Mandatory recording announcement if applicable.
Bot without human agent
convrec_bot_vs_human: bot transcript same registry policy. Handoff #900 retention.
Agent training: 20 minutes CONVREC
Module: REGISTRY-FIRST, do not promise zero storage if false, ACCESS DELETE DPO, distinguish #849 #881.
Exercises
Ticket A: "do you record?" → RECORDING + RETENTION registry
Ticket B: transcript copy → ACCESS-GUIDE SLA
Ticket C: erasure + active dispute → DELETE postponed DPO
How Qstomy structures CONVREC in your stack
Qstomy route convrec_*, sync macro retention registry, agent transcript export and handoff #900 copy widget.
Three building blocks
Routing: intent recording_privacy vs privpref_settings vs chatint_lost
Retention registry: sync macros CONVREC-* channel access duration
Bot #900: tier 1 answers history retention
Scenario: retail DTC, 8 tickets/month convrec. REGISTRY-FIRST agents, bot #900 tier 1. convrec_recording_resolution_rate goes from 71% to 92% in 4 weeks.
FAQ and CONVREC deployment checklist
FAQ
Improvise "we keep nothing"?
No. REGISTRY-FIRST. Legal lie if transcript exists.
Difference #849?
#899 = support conversation. #849 = account marketing privacy toggles.
Difference #881?
#881 = lost session resumed. #899 = recording retention policy.
Difference #900?
#899 = agents. #900 = bot explaining retention on the widget side.
7-day Checklist
D1: CONVREC-SUP + CONVREC-MAP + channel access retention registry
D2: 8 helpdesk macros
D3: routing matrix #849 #154 #881
D4: 20-min agent training
D5: convrec_* tags + KPIs
D6: INFO vs ACCESS vs DELETE vs DPO test
D7: bot brief #900 REGISTRY-GATE
Interlinking
Enzo
July 1, 2026
