The operational decision
Understand retention and deletion behavior before enabling a public information line. Evaluate the specific workflow you are buying rather than a broad list of features. An integration logo, fluent demonstration or sales statement is not evidence that your office connection is configured and tested.
Prepare the workflow
Ask which recordings, transcripts and logs exist, who can access them and how deletion requests are handled; distinguish policy wording from verified controls.
Example wording for approval
“Please identify the record types this pilot creates and the current retention process. Do not use real patient conversations to demonstrate deletion or access controls.”
Worked example
A supplier says conversations are retained for support, but cannot distinguish audio, transcript and operational logs. Ask for each record type separately, including its access and deletion process. Then request a synthetic lifecycle demonstration. A deleted dashboard row may not demonstrate deletion of every retained artifact, so record what the test actually proves. Keep unresolved items visible for the practice's reviewers instead of converting a general assurance into a blanket statement that no data is stored.
Handoff record
Record these task-specific fields: record type, stated retention, access role, evidence owner.
Acceptance check
Ask the supplier to explain one fictional record's lifecycle. A broad assurance that data is secure should not replace answers about storage and deletion.
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