Understanding Legal Hold
Legal Hold lets you preserve specific call recordings in response to active or anticipated litigation, regulatory investigations, or compliance audits. It functions as a separate preservation layer, independent of the existing Lock feature, but Legal Hold and Lock can coexist on the same recording without interfering with each other. A Compliance Admin must first create a Legal Matter to apply as a Legal Hold.
The feature covers four areas: role-based access, applying holds, visibility, and release/offboarding.
Compliance Admin Role
A dedicated Compliance Admin role controls Legal Hold functionality. Its permissions are limited to:
Applying, viewing, and releasing Legal Holds
Exporting held recordings
This role can only be granted by a tenant Owner (Super Admin). It cannot be self-assigned, and a standard Account Admin does not have permission to assign it.
Applying Legal Hold to Recordings
Compliance Admins can apply a Legal Hold to one or more recordings by linking it to a named legal matter and a stated reason.
A Legal Hold overrides all purge policies and retention expiry, regardless of whether a Lock is also applied to the same recording.
Holds can be applied manually.
Each conversation supports a maximum of two Legal Holds at this time, and each hold must belong to a different matter.
Visibility
A distinct Legal Hold indicator appears on held recordings and is visible to all users.
The hold reason and associated matter details are visible only to the Compliance Admin.
If a recording has both a Lock and a Legal Hold, both indicators display independently.
Users other than the Compliance Admin cannot take any action on the Legal Hold indicator.
Release and Offboarding
A Legal Hold can only be released by the Compliance Admin who created it, using a matter-close workflow that requires a documented reason and automatically generates an audit entry.
During customer offboarding, Uniphore cannot immediately delete calls under Legal Hold from S3 storage. Instead:
Uniphore notifies the customer that any held recordings must be exported.
A 90-day retention window is provided following notification.
Only after this 90-day period elapses may Uniphore delete the held call recordings.