Documentation / Security and privacy
Requesting data deletion
In short: Permanently deleting tickets, erasing all personal data of a customer or archiving an organisation cannot be done from within aishaa itself. You submit a request to the aishaa team for this via the aishaa support chat or support@aishaa.nl. Your customers who want their data removed from aishaa can go to the data deletion page on aishaa.nl.
Where to find this
You submit a deletion request via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl. For requests from your own customers (the people you talk to via aishaa) there is the page https://aishaa.nl/gegevensverwijdering/.
Who: Account admin. The aishaa team only carries out deletions at the request of someone who manages the account, so that nobody has data deleted by accident or without authorisation.
First do what you can yourself
You can do part of the clean-up yourself, straight away and without waiting:
| What you want | Do it yourself in aishaa |
|---|---|
| Clean up duplicate customers | Merge customers on the customer profile. See Merge, move and block contacts. |
| Delete a customer’s email address or phone number | Delete the detail on the customer profile under Contact details. |
| Erase what aishaa has learned about a customer | Click Delete in the What aishaa knows about this customer block on the customer profile. |
| Revoke a colleague’s access | Remove the user under Account > Users with Remove from team. |
| Get rid of spam for good | Delete it in the spam view; after 30 days it is gone. |
See Retaining and deleting data for the details.
Submitting a request to the aishaa team
You need the aishaa team for these requests:
- Permanently deleting one or more tickets (including messages and attachments).
- Erasing all personal data of a customer: the customer record, the contact details, the conversations, recordings and transcripts.
- Removing a removed colleague from old tickets and timelines.
- Archiving an organisation or closing an entire account.
This is how you submit the request:
- In aishaa, open the Chat menu and choose the aishaa support conversation, or send an email to support@aishaa.nl from the email address you are registered with in aishaa.
- State the name of your account and the organisation the data belongs to.
- Describe exactly what needs to be deleted, with the details from the table below.
- State whether the request comes from you or from a data subject (for example a customer invoking the GDPR) and whether there is a deadline.
- The aishaa team confirms receipt and reports in the same conversation when the deletion has been carried out.
| Type of request | What to include |
|---|---|
| Deleting tickets | The ticket numbers (for example #1042) and the organisation. The ticket number is at the top left of the ticket. |
| Erasing a customer’s personal data | The customer’s email address and/or phone number as shown on the customer profile, and the organisations in which the customer appears. |
| Removing a colleague from the history | The user name and email address of the removed user. |
| Organisation or account | The name of the organisation or account, and from when. |
If you want to be sure you do not miss anything, first search in Tickets with the search field for the customer’s email address or phone number. Tick Show closed tickets, so that completed tickets are included too.
Requests from your own customers
Your customers can contact aishaa directly to have their data removed from aishaa. Refer them to https://aishaa.nl/gegevensverwijdering/. That page explains how they submit a request. If you receive such a request yourself via a ticket, you can also submit it on the customer’s behalf following the steps above.
Good to know
- Deletion is permanent. There is no bin for tickets and no export function to secure data beforehand; copy any data you still need (for example an order number) first.
- A closed ticket is not a deleted ticket. Closing is enough to finish a conversation; deletion is only needed if the data really has to go.
- Deletion in aishaa deletes nothing in your own mailbox, webshop or WhatsApp Business app. You clean up those systems separately.
- If the customer replies again later, aishaa simply creates a new ticket and a new customer record.