Data storage.
Understand which parts of a support workflow create records and how to discuss storage requirements before rollout.
01Service records
The platform uses Postgres for structured workspace records and object storage for files. Conversations, customer information, tickets, booking records and relevant configuration belong to the workspace that created them.
02Files and call records
Attachments, recordings and transcripts are separate data types. Call recording and transcription depend on workspace configuration; the existence of a call does not guarantee that either artifact was created.
03Connected sources
Connecting a provider does not mean every item in that provider is copied into public knowledge. Select supported sources, review imported material and control what is published. Agent-only customer lookups remain distinct from publicly accessible help content.
04Hosting requirements
Message uses DigitalOcean infrastructure and operates its own AI inference infrastructure. Confirm the current locations and processing arrangements with our team if you have regional requirements. This page does not promise a self-service choice of hosting region or automatic region pinning.
05Retention and deletion
Retention can differ across account records, conversation content, uploaded files, recordings, backups and records required for billing. Review the applicable agreement and contact [email protected] for a specific deletion or export request. Removing one conversation view should not be treated as proof that all related artifacts and backups have been erased.
06Before you migrate
Confirm the data categories, export format, deletion process, retention requirements and any recovery expectations in writing. Test the workflow with a small data set before transferring production records.