Message Archival
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Information

This is a paid feature. To enable it, contact your CSM or mail us at support@moengage.com.

Overview

Message archival is the process of storing any communication sent to customers for later access. Retaining these customer messages is important for multiple reasons, including:

  • Regulatory compliance

    Various regulatory bodies globally, depending on the region and/or industry (especially in the BFSI sector), mandate businesses to store any "electronic communication" with the customer. While certain rules recommend storing customer communications, others necessitate businesses to do so. In a few cases, the retention rules also describe the type of communication that should be retained, for instance, either storing all messages (including promotional ones) or storing at least transactional messages for a defined period.

    Below is a list of a few rules & guidelines by the respective regions:
    Country / Region Rule / Guideline
    US FINRA Rule 2210
    SEC Rule 17a-4
    GLBA Rule for Financial Information Privacy
    FRCP Rule 26
    Canada IDA 29.7
    EU MiFID II
    UK Durable Medium
    India Digital Lending Guidelines

    The retention period varies for each rule; for instance, SEC Rule 17a-4 has a default six-year retention period, GLBA rule for Financial Information Privacy has a default retention of seven years.

  • Customer Experience

    Your customers may be contacting your support touch-points, enquiring about a message they have received. To serve these customers better, you need to empower your teams with information on all transactional and/or promotional messages sent to customers. Your customer-service teams can then respond to a customer query and/or complaint by reviewing the personalized message sent to the customer.

    Combining this with the message sent/delivery events (using MoEngage S3 Exports or Streams), can give your teams a 360-degree view of messages received or those that remained undelivered because of various reasons like the Email box being full or mobile number being unavailable and so on. This 360-degree view of communication sent by you (brand) to your customers helps customer service teams get a holistic context, thereby reducing the TAT and the cost to serve and, more importantly, improving the overall customer experience.

  • Audit

    Message archival is a powerful tool for reviewing the content sent to customers. If ever there's a case where a customer complains or disputes a message they received, you can use these archived files to identify the relevance of the claim. 

Recommendation: Retain a copy of the customer messages for at least two to six months, if not more, for the aforementioned reasons.

Message Archival in MoEngage

MoEngage offers the Message Archival feature where businesses can choose to keep a copy of actual notification content sent to customers. This feature helps you stay compliant with regulations, solves your audit needs, and enables you to cater to your customers better. The feature is available for the Email and SMS channels.

Other benefits of this feature include:

  • Indefinite storage: You can choose to store these messages in MoEngage for a month or as long as you need.
  • Automated Archival: Once enabled, the feature would automatically archive customer messages across all vendors/platforms for the specified channels.
  • Secure storage: MoEngage ensures the message files are kept in a safe and secure manner, including keeping the messages encrypted.
  • UI-based access: Each message can be accessed for a user and event on the MoEngage UI / dashboard.
  • Option to download each file: Easily download the message files to keep a local copy.
  • Fetch message files (optional): MoEngage offers you the capability to pull these messages to your file store. All the files have a unique identifier to ensure the files can be traced back to the campaign/Alert.

Viewing Message Copy on the Dashboard

You can view the copy of the archived message (Email or SMS) sent to the customer on the MoEngage Dashboard. To do so:

  • Go to the Activity Info tab in the User Profile of the customer for whom you wish to look up the communication sent.
  • Under User Activity -> Events, you will find the list of events associated with the user.
  • Message copies are available under the Email Sent, SMS Sent, Notification Received Android, Notification Sent iOS, and Notification Received Web events.
Email SMS

To view the copy of the email sent to a customer:

  1. Navigate to the User Profile of the user.
  2. Click on the Activity Info tab.
  3. Look for the email sent to the customer under the Email Sent event associated with the campaign you are looking for.
  4. Click View sent message to view the communication sent to the customer.
  5. You can also click on the Download button at the top right corner to download the EML file corresponding to the email sent.

Note: The links in the email copy are added only for illustration and may not work.

2023-06-05_15-17-10

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Information

We recommend using this feature in accordance with your customer PII data strategy. While the messages are stored in a secured/encrypted setup, these files will contain customer PII. If you prefer, you may copy these message files to your own file storage and adjust the retention period with MoEngage.

FAQs

    1. Where are the customer message files stored?

      The files are stored with MoEngage in a secure file store.

    2. What is the file retention period, and for how long will these messages be visible on the dashboard?

      The file retention period refers to the time duration for which these customer message files are stored with MoEngage. The default message file retention period is sixty days, and the same is true for their visibility on the MoEngage dashboard.

      The message files are accessed on the MoEngage dashboard using events like Email Sent, Notification Received Android, Notification Sent iOS, Notification Received Web, and SMS Sent. To access all the message files stored via MoEngage UI/dashboard, the event-retention period should be equal to or greater than the retention period for the message files. Alternatively, these message files can be stored for offline access, not via the MoEngage dashboard.

      Note: Both the MoEngage event retention period and message-file retention period can be set as per your needs.

    3. How can I enable the message archival feature, change the event retention period, or change the file retention period?

      Contact your CSM or write to us at support@moengage.com

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