Data Deletion Instructions

This page explains, step by step, how data is deleted from Capi Agent. It is written for three groups:

• Merchants who own an account and want to delete the whole account, a single customer, or disconnect a channel (Facebook, Instagram, X, WhatsApp) or their store platform.
• Members of a merchant's team who have access to the dashboard.
• Customers of a store who messaged a store that uses our platform and want to know how their data gets deleted.

This page is also the "Data Deletion Instructions URL" we provide to Meta for our Facebook Login app, and it is the general erasure guide for every other channel.

What "deletion" means here: when you delete something from the dashboard, it is removed from the live database immediately and no longer appears in any screen or export. We keep a nightly backup for 30 days, after which it is pruned automatically, so deleted data leaves our backups within 30 days at most. Backups are never used to restore something you deleted. Everything we collect is described in the Privacy Policy.

Export your data first. From /dashboard/settings/data-rights you can download one JSON bundle containing your organization, stores, customers, orders, conversations and messages, products, and campaigns (capped at 5,000 rows per collection, with a manifest that states the caps and what was excluded). CSV exports of customers, products, and orders are also available from their pages. Encrypted keys and tokens are never exported.

1. Sign in with the organization owner's account.
2. Open /dashboard/settings/data-rights.
3. Click "Close account".
4. Type your organization's name exactly as shown to confirm. This step exists so that no account is deleted by accident.
5. A 30-day grace period starts. During it the account keeps working normally, and you can cancel the deletion from the same page at any moment.
6. At the end of the 30 days, permanent erasure happens: customers, orders, conversations and messages, products and knowledge base, campaigns, channel and store connections with every stored token, and team memberships.

Billing records (invoices and subscription status) are kept for as long as applicable accounting law requires, even after the account is deleted. If you have a paid subscription, cancel it from /dashboard/billing before or during the grace period so it does not renew. See also the termination section of the Terms & Conditions.

If one of your customers asks you to erase their data, or you want to clean up your customer base:

1. Open /dashboard/customers and find the customer by name, phone number, or email.
2. If you need a copy before deleting, export the customer from their page.
3. Choose "Delete" and confirm. The customer record is removed from the live database immediately and leaves backups within 30 days.

If the customer only wants to stop receiving messages, do not delete them — mark them as unsubscribed or blocked instead. That choice is recorded as a consent event (when, on which channel, from which source, and the text they were shown), and the sending gate blocks every marketing message to them from then on. This way you keep evidence that you honoured their request.

Automatic deletion of dormant conversations: from /dashboard/settings/data-rights you choose either to delete conversations with no activity after a number of days you set, or to keep them permanently. This is an explicit choice you have to make yourself.

Orders and other data synced from your store platform still exist on that platform (Salla, Zid, Shopify, and so on) — deleting them from us does not delete them from your store, and you must handle the customer's request there as well.

We connect Messenger and Instagram DMs through Facebook Login for Business and store the Page access token encrypted. To disconnect and delete what we hold:

1. Open /dashboard/integrations?tab=channels.
2. Next to the Facebook Messenger or Instagram channel, click "Disconnect" and confirm. We immediately clear the stored access token and the Page/account identifiers, and we stop receiving messages from that channel.
3. Also revoke the app on Meta's side, so that no new connection can happen without your knowledge: on Facebook, Settings then "Business Integrations"; on Instagram, Settings then "Apps and Websites" (menu names may vary slightly between app versions).

What remains after disconnecting: the history of conversations that took place on that channel (messages, sender identifiers, names) stays in the merchant's account because it is part of their customer records, until the merchant deletes it — by deleting the customers concerned, by setting automatic deletion of dormant conversations, or by closing the account.

Requesting full removal: if you want us to delete everything linked to a specific Facebook Page or Instagram account from our systems (including conversations), email privacy@capiagent.com from the account owner's email address and include the Page id or the Instagram account id. We acknowledge the request within 5 business days, complete it within 30 days at most, and send you a confirmation when it is done. The full channel rules are in the Channel Policies.

We connect X direct messages through OAuth 2.0 and store the refresh token encrypted. To disconnect:

1. Open /dashboard/integrations?tab=channels and click "Disconnect" next to the X channel. We clear the stored tokens immediately.
2. In your X account: Settings then "Security and account access" then "Apps and sessions", and revoke the Capi Agent app. This confirms that no access remains on X's side.

Conversations that took place on X remain in the merchant's account until the merchant deletes them in the same ways described above.

1. Open /dashboard/integrations?tab=channels and click "Disconnect" next to WhatsApp. We clear the stored access token and the phone-number and business-account identifiers, and the platform stops receiving and sending messages on that number.
2. The WhatsApp number itself remains the merchant's at Meta; you can manage it or connect it to another provider from your Meta business account. We do not own the number and cannot delete it on Meta's side.

Conversation fees that Meta bills you directly are unrelated to us after disconnecting. Conversations stored in your account remain until you delete them.

We connect your store (Salla, Zid, Shopify, WooCommerce, ikas, IdeaSoft, Ticimax, T-Soft, PlatinMarket) either through OAuth or through credentials you enter, stored encrypted. To disconnect:

1. Disconnect the store from the Integrations page in the dashboard. Syncing stops immediately and we no longer use the stored authorization.
2. If the platform has an app store (such as Salla, Zid, or Shopify), also uninstall the Capi Agent app there, so the authorization is revoked on their side.

The catalogue, orders, and customers that were synced stay in your account after disconnecting, because they have become part of your data with us. If you want them gone, delete them from their pages or close the account.

If you messaged a store on WhatsApp, Instagram, Messenger, X, live chat, or email and an agent powered by Capi Agent replied, the store is the Controller of your data and we process it on the store's behalf as a Processor. This is how your data gets deleted:

1. Contact the store directly (on the same channel or through the contact details on its website) and ask for your data to be deleted. The store can delete you from its dashboard immediately, as described above.
2. We assist the store in carrying out your request within 30 days at most if it needs help from us.
3. If you cannot reach the store or it does not respond, email privacy@capiagent.com with the store's name and the phone number or email address you messaged from. We forward your request to the store, follow up with it, and confirm to you once it has been carried out.

We cannot delete your data at the store itself (for example your order history on its store platform) or at Meta or X — they have their own policies. The roles and responsibilities are detailed in the Data Processing Agreement.

When you remove a member from your team, their access is deleted immediately: they can no longer sign in to the organization, their sessions stop working, and their permissions are gone. Suspended members cannot perform any action at all.

The member's name stays visible in the audit log next to the actions they performed (exports, permission changes, campaign sends, approvals of agent actions, settings changes) for 12 months, because that log exists to protect your account, and it is then deleted automatically. The audit log never contains passwords or tokens.

If you are a member and want your personal user account deleted entirely, ask the organization owner to remove you, then email privacy@capiagent.com from your registered address to have the remaining user data deleted.

To be upfront: these are the things that are delayed or remain after a deletion, and why:

• Backups: a nightly database backup, kept for 30 days in storage we control and then pruned. Deleted data leaves them within 30 days at most. We do not restore data you deleted from them.
• Audit log: 12 months, for security and to prove who did what.
• Billing records and invoices: for as long as applicable accounting law requires.
• Short-lived operational logs: job runs and webhook events for 30 days, and rate-limit records for 7 days, deleted automatically.
• Aggregate statistics that identify no one: total usage numbers (such as conversations per month across the platform) that contain no customer or message identifiers.

Our subprocessors (hosting, model, and channel providers) follow their own retention periods, listed on the Subprocessors page. We do not use your data to train any model, so there is no "training copy" left behind after deletion.

A deletion you perform from the dashboard is reflected immediately in the interface, and that is your confirmation. Requests that arrive by email get a written confirmation when they are complete.

For any deletion request or question about this page: privacy@capiagent.com or via the contact page. Write from the email address registered on your account so we can verify your identity before carrying out any deletion.