Erase a Contact
When somebody asks you to delete the information you hold about them, this is the tool that does it. Owners and admins can run it, from Workspace settings, on the Data & privacy tab.
An erasure happens immediately and cannot be undone. It is separate from archiving a bot, which is reversible at any time, and from deleting a workspace, which stays restorable.
Find Them First#
Type any of the three identifiers you hold: an email address, a phone number, or the WhatsApp or Instagram identity they messaged from. You can give more than one, and all of them are matched.
Select Check what this removes. It reads and changes nothing, and reports how many leads and conversations match.
On WhatsApp and Instagram the identifier is not an email address, so give the channel identity as well when you have it. A search by email alone leaves that person identified in every conversation they had on those channels.
Erase Them#
- Add a reason if you want one. It is kept permanently, so leave their name and address out of it. Something like "asked by email, 16 August" is enough.
- Type
ERASEto confirm. - Select Erase permanently.
What Goes and What Stays#
Removed. Their lead record and its fields, the files they uploaded, and their details inside every conversation they had with your bots and every workflow run those conversations started.
Conversations are redacted rather than deleted. The messages that carried their information are cleared, and the record that a conversation happened stays. Deleting the conversation itself would change your usage history and your billing evidence with it. Workflow runs are redacted the same way: the execution log still shows which steps ran, without the values.
Their questions are also cleared from the bot's analytics. The daily question list does not record who asked what, so Chatleadr clears the whole list on each channel they used, for the days they talked to your bot and up to two days after. It also clears the Top User Questions written from those days. Other visitors' questions from the same days go with them, and your counts stay as they are.
Kept. The receipt lists this for the erasure you ran. In general:
| Kept | Why |
|---|---|
| The record that they asked | A one-way fingerprint, never the address. Deleting an opt-out would mean contacting somebody who asked you to stop |
| Billing records | Ledger entries and invoices have their own retention obligation |
| Analytics totals | A count with no name attached is not personal information, and a total that fell would let somebody infer an erasure |
| The activity log entry | It names no one, and it is how you show the request was answered |
The Receipt#
Every erasure produces a receipt with a timestamp, a reference, counts of what was removed, and the list of what was kept. It names nobody, so you can forward it to the person who asked.
If They Come Back#
Your bots in this workspace still talk to them, and no lead is written for them again: the check runs before a workflow's End node saves or sends a lead, and before the end-of-conversation capture does.
A form they fill in later still produces no lead, whichever path captured it. Record their new consent in your own systems.
The erasure covers this workspace only. A bot in any other workspace, including another workspace you own, captures the same person as usual. If they asked every part of your business to delete their data, erase them in each workspace.
The bottom of the same tab shows how many contacts have been erased and the 20 most recent reasons you recorded. There are no names there because none are kept.
When a Bot Moves#
Opt-outs travel with the bot: see move a bot to another workspace.
What Survives in Other Systems#
A lead already sent to ClickUp, to an email inbox or to another system you connected is held by that system. An erasure covers what Chatleadr holds, so remove it in each of those systems as well.