Customer context: The customer is reviewing how LiveAgent stores call data and wants to know whether the text of a call transcript is protected while it is stored.
Customer question: Is the text of a call transcript encrypted?
Solution: Yes. The transcript text is encrypted at rest with your account's own encryption key, in the same way as the other personal data LiveAgent stores on your behalf. The transcript is kept alongside the call recording it belongs to and is decrypted only when it is displayed in the ticket to an agent who is allowed to see it. Because the encryption is bound to your account's own key, the stored transcripts become permanently unreadable together with the rest of your account's encrypted data if that key is removed.