Retaining and deleting data

In short: aishaa keeps tickets, messages, contacts, recordings and chat messages without an automatic expiry date; there are no configurable retention periods. You can merge contacts, delete contact details and the AI customer profile, remove users from the team and clean up spam yourself. Permanently deleting tickets, erasing personal data and archiving an organisation go through the aishaa team.

Where to find this

• Contacts and the AI customer profile: Contacts, open the customer profile.
• Users: Account > Users, open the user.
• Spam: Tickets, spam view (the spam icon in the toolbar).

Who: contacts and the AI customer profile from the Agent role; removing users only as Account admin; deleting spam from Agent. Everything applies to the whole account, except tickets, which belong to an organisation.

What aishaa keeps and for how long

There is no setting to delete or anonymise data automatically after a number of months or years.

What you can do yourself

You carry out the actions below yourself in aishaa, without involving the aishaa team.

Merging and moving contacts and deleting contact details

On a customer profile (Contacts) you can merge duplicate customers, move a contact to another customer and delete individual contact details (an email address or phone number) with Delete next to the detail. Merging turns two customer records into one record; the tickets remain. You cannot delete a customer record itself. See Merge, move and block contacts.

Deleting the AI customer profile

The customer profile has the What aishaa knows about this customer block with what aishaa has inferred about the customer from earlier conversations (context, tone, way of working, Based on (n) conversations).

1. Open the customer profile via Contacts.
2. In the What aishaa knows about this customer block, click Delete.
3. Confirm the question Delete this customer profile? aishaa may build a new profile from future conversations. with Yes.

With Rebuild you let aishaa create a fresh profile; this can take a few minutes. Deleting the profile does not delete the conversations themselves.

The ‘What aishaa knows about this customer’ block on a customer profile with the Rebuild and Delete buttons and the confirmation question.

Removing a user

1. Go to Account > Users and open the user.
2. Go to the Remove from team card (Permanently revoke this user’s access to aishaa.).
3. Confirm. The app warns: The user will no longer be able to sign in or access any organisation in this account. This action cannot be undone.

There is no separate option to deactivate a user temporarily; removing the user is the only way to revoke access. The user’s name stays on the tickets they handled. See Manage users.

The Remove from team card at the bottom of a user’s page (Account > Users) with the warning that the action cannot be undone.

Cleaning up spam

In the spam view of Tickets you can select and delete messages. The app says: You can restore them for 30 days via Recently deleted. In Recently deleted you restore a message with Restore. After 30 days a deleted spam message is gone for good. See Reviewing spam.

Withdrawing your own chat messages

In the internal chat you can take back your own message with Withdraw in the menu next to the message. See Internal chat.

What goes through the aishaa team

There is no button in aishaa for these actions:

• Permanently deleting a ticket or conversation.
• Erasing all personal data of a customer (the customer record, the messages and the attachments).
• Archiving an organisation or closing an account.
• Removing a user from old tickets and timelines.

Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl. How to prepare such a request is explained in Requesting data deletion.

Good to know

• The ticket overview has a bin icon in bulk editing; however, deleting tickets is not available to users of your account. Use the Closed status to finish a ticket.
• A closed ticket remains searchable and is reopened if the customer replies to the conversation.
• Merged customers cannot be split again automatically; if needed, move a contact to a new customer.
• There is no export function to secure data before deleting it. If needed, take screenshots or copy the data.

Related

• Merge, move and block contacts
• The customer profile
• Manage users
• Reviewing spam
• Internal chat
• Requesting data deletion
• Data protection in aishaa