Data and privacy

Your company's data belongs to your company. This guide covers what you can do with it: stop marketing to a customer, download or erase one customer's data, export your contacts and orders, see who did sensitive things in the audit log, accept the platform's data terms, ask for a full copy of your company's data or for its closure, and how long data is kept.

One customer's data

Each contact page has a Data and privacy card. It answers the three requests customers make most: stop contacting me, show me my data, delete my data.

A customer who unsubscribes from an email, or sends just "STOP" or "unsubscribe" (or the same word in Arabic, Turkish or French) as a message in a conversation, is marked the same way, without anyone on your team doing anything.

What the download contains

The profile, merged records, tags, history, notes, deals and their lines, tasks, appointments, store orders, unfinished checkouts and reorder reminders, quotes, payments and invoices, form enquiries, conversations, messages and voice transcripts, emails, patient journeys, properties and viewings, tickets and their notes, files, website visits, custom field values, campaign emails and AI suggestions. Each download is recorded in the audit log.

Erase a contact

1. Close the contact's open deals first. Erasing is refused while any deal of the contact, or of a record merged into it, is open.
2. On the contact page, under Data and privacy, select Erase this contact.
3. Type the contact's name exactly as shown, to confirm.
4. Confirm.

What is removed, for the contact and every record merged into it: name, email, phone, company and job title; the text of notes and messages; message attachments and files; the titles of deals, tasks and appointments; quote and deal line names; the person's acceptance details on quotes; payment references; form enquiry links and campaign data; patient journey details; property requests; tags; and the text of notifications about them. Running follow-ups stop, and the contact is archived.

What stays: the amounts of orders, quotes and payments, and the store's order number, as anonymous financial records. They are needed for your accounts and to stop the same order being imported twice. If the store later updates an erased customer's order, only its status and amount change. If the same customer orders again, a new contact is created.

Export contacts and orders

Exports are available when your plan includes Exports, for owners and administrators.

1. Open Contacts, then Tools.
2. Select Export contacts or Export store orders. To export one segment, open the segment and export it from there.

• The file is CSV in UTF-8, which opens correctly in Excel, including Arabic text.
• Each export holds up to 10,000 rows. The contact export leaves out archived contacts. A segment export leaves out contacts who don't want marketing.
• Values that start with =, +, - or @ get an apostrophe in front, so a spreadsheet can't run them as formulas.
• Every export is recorded in the audit log.

The audit log

The audit log is available when your plan includes Audit log, for owners and administrators. Open Contacts, then Tools, then Audit log.

It records who did each sensitive action and when, 50 to a page: exporting contacts, store orders or a segment, downloading a contact's data, erasing a contact, merging contacts, saving store keys, replacing a store secret, voiding a payment, and changing an automation. It stores no personal data, and entries can't be edited.

Your company's data and agreements

Open Your plan in the sidebar, then Data and policies at the bottom of the page. When updated terms need your company's acceptance, a notice at the top of every page links there too.

Accept the data terms

The Terms of service and the Data processing agreement must be accepted by your company. When a new version is published, it appears under Agreements as Waiting for acceptance, with a link to read it.

1. Read each document.
2. An owner or administrator selects I accept these on behalf of my company.

Other members see "A company manager needs to accept these." Accepted versions are listed with the date. If a text changes while the page is open, the acceptance is refused: read it again, then accept.

Ask for a copy, a closure or account deletion

Under Your data, write anything we should know in Anything we should know (optional, up to 3,000 characters), then select one of:

• Ask for a full copy of company data (owners and administrators)
• Ask to close the company and delete its data (owners and administrators)
• Ask to delete my own account (anyone, for their own account)

You receive a reference number, and the request appears under Your requests with its status: Received, In progress, Completed or Refused. Requests are answered within 30 days. Sending the same kind of request again while one is open doesn't create a second one. Closing a whole company is handled by hand by the platform team.

For your day-to-day exports, you don't need to ask: use the exports above.

How long data is kept

Your company's data is kept while your company uses the platform. Moving to a smaller package deletes nothing.

The platform can set retention periods for some kinds of data. Where one is set, older data is thinned out, not deleted as records: the text of old messages is replaced and their attachments and AI results removed; old form enquiries lose the address of the page they came from; and old website visits lose their page addresses, while visitors never linked to a contact are removed. The records themselves, their dates and amounts stay. Your company can't change these periods. Ask us what applies to you.

Troubleshooting

"Close this contact's open deals first." Mark the open deals as won or lost, then erase.

"The name does not match." Type the name exactly as it appears on the contact page.

"This contact is already erased." Nothing more to do.

I don't see Export or Audit log under Tools. Your plan doesn't include them, or you are not an owner or administrator.