Personal data requests: download or delete a customer's conversations

When to use it

A customer may ask what you hold about them from their conversations with the agent, or ask for it to be deleted. Turkey's data protection law (KVKK) requires an answer within 30 days at the latest, and the EU's GDPR within one month.

First make sure the request really comes from that person. For example, it should come from the email address used in the conversation; conversations must not go to the wrong person.

Finding the person's conversations

1. Open “Conversations” from the menu.
2. Choose “Personal data request” from the three-dot menu at the top right.
3. Enter the person's email or phone and press “Find conversations”.

If you're already in a conversation there's a shorter way: choose “Personal data request” from the conversation's three-dot menu. The window opens with that person's details and finds their conversations by itself.

The email is matched regardless of capitals: in the conversation, in the agent's answers and in a request opened from the conversation. For phones, spaces, dashes, brackets, the country code and a leading 0 make no difference. Numbers shorter than nine digits aren't searched, because they could bring up the wrong person's conversations.

Giving the file to someone who asked for their data

Press “Download conversations”. All the conversations found download as a single text file, with their dates. You send the file to the person yourself; the panel doesn't send them anything.

Deleting the data of someone who asked for deletion

Press “Delete content” and confirm.

• Deleted: what both sides wrote, the agent's answers, requests opened from the conversations and uploaded files.
• Kept: the conversation's date, steps and counts. Your analytics numbers don't change. When you open the conversation, it says the content was deleted at the customer's request.
• Deleting can't be undone. If the person asked for both the file and deletion, download first.

Copies elsewhere

Deleting covers only the conversations in Agenola. Delete these in the service itself:

• requests sent to your help desk,
• notifications sent to team channels or by email,
• the customer's record in your store.

Requests from Shopify

If your store is connected to Shopify, the requests Shopify forwards are handled automatically:

• If the customer asked for deletion, the content of their conversations is deleted.
• If they asked for their data, owners and admins get an email. The button in the email opens the person's conversations.
• If you remove the app from your store, the content of that store's agent conversations is also deleted, following the request Shopify sends 48 hours later.

Record

Every download and deletion goes into the audit log along with who did it. Searching alone isn't recorded.