Data & privacy
Owners and admins can recover deleted items, export data, permanently erase a conversation for a data-subject request, and review a log of these actions. You will find these tools in Settings, under the Deleted items and Compliance tabs.
Deleting is recoverable
When you delete something in the dashboard (a conversation, a knowledge base article, a quick reply, an AI instruction, a tag, or an internal note), it is not gone for good. It is moved out of your everyday views and kept so you can bring it back.
Deleting a conversation removes it from your queue, search, and metrics. Deleting a knowledge base article also stops the AI from using it. In each case the item can be restored exactly as it was.
Because deletes are recoverable, you can safely tidy up old conversations and unused quick replies without worrying about losing anything by mistake.
Restoring an item
Open Settings and select the Deleted items tab. You will see everything that has been deleted, grouped by type, with who deleted it and when. Select Restore on any item to bring it back.
If you deleted a tag or a quick reply and then created a new one that reuses the same name or shortcut, restoring the old one is blocked until you rename or remove the new one. This keeps names and shortcuts unique.
Exporting your data
You can download your data as a single file at any time.
- Everything: open Settings, select the Compliance tab, and select Export. You get one file containing your organization profile and every conversation, including full transcripts and tags.
- One conversation: open the conversation, use its actions menu, and select Export data.
Exports are useful for backups, reporting, and responding to a customer who asks for a copy of their data.
Permanently erasing a conversation
A permanent erase is for "right to be forgotten" requests, when a customer asks you to remove their data for good.
Open the conversation, use its actions menu, and select Erase permanently. You will be asked to type a confirmation word first. Unlike a normal delete, an erase cannot be undone and the conversation cannot be restored afterward. Erasing also removes a conversation that was previously deleted.
Erase permanently is irreversible. Use it only for genuine erasure requests. For everyday cleanup, use a normal delete so the conversation stays recoverable.
Activity log
The Compliance tab in Settings keeps a running log of every export and erase: what happened, who did it, and when. The log cannot be edited, so it gives you a reliable record for accountability and audits.
Deletion requests from the people who message you
Someone who wrote to you, on the website widget or on a connected channel such as WhatsApp, may ask you to delete their data. Erase the conversation permanently and their messages, media, tags, and notes go with it.
People can also ask us instead of you, and the company behind a connected channel can forward a request on their behalf (Meta does this for WhatsApp). In those cases we erase the conversations and media held for that person, and the request is treated the same way as one you carry out yourself. The public data deletion page lists every route in one place, so it is safe to share with anyone who asks how to get their data removed.
Who can do this
Restoring items, exporting data, erasing conversations, and viewing the activity log are limited to owners and admins. Agents do not see these sections.