Data Deletion Instructions

1.In short

Send an email to TODO: privacy email address with the subject “Data deletion request”. Tell us who you are and which data you want removed. We will confirm receipt, verify that the request is genuinely yours, delete the data, and write back to tell you it is done.

Target turnaround: TODO: turnaround, e.g. 30 days.

There is no automatic “delete everything” button inside the product yet. A person carries out the deletion. The rest of this page sets out exactly what that person does.

2.If you messaged a business that uses SajiloMitra

You are here because a shop you wrote to on WhatsApp, Messenger, Instagram, Telegram or its website uses SajiloMitra to handle its messages. Your conversation is stored in our system on that shop’s behalf.

The shop is usually the faster route. It holds the relationship with you and can act immediately. But you do not have to go through it — write to us directly and we will deal with it.

Send us:

• the name of the business you messaged;
• the channel you used, and the account it was from — your phone number for WhatsApp, your @username or the name on your account for Telegram, or the approximate date and first line of the conversation for Messenger, Instagram or a website chat;
• whether you want everything erased, or only specific messages.

We will check with the business before erasing a conversation that is also their record of a sale, and we will tell you if they have a legal reason to keep part of it — a tax record of an order, for example.

3.Deleting data that came from Facebook or Instagram

When you message a business through Facebook Messenger or Instagram and that business uses SajiloMitra, this is everything we receive and store about you:

• the opaque account identifier Meta gives us for you — a page-scoped id (PSID) or an Instagram-scoped id (IGSID). It is meaningless outside that one business;
• the text of the messages you sent and the replies sent back to you;
• the identifier Meta assigned to each message, and its timestamp.

We do not retrieve or store your name, your profile picture, your email address, your phone number or your friends list from Facebook or Instagram. We never call Meta’s Graph API to look you up.

To have all of it erased, email TODO: privacy email address with the name of the business you messaged and roughly when you messaged them. If you know your PSID or IGSID, include it — it makes the match exact. We will delete the customer record, its channel identity, every message in the conversation and the conversation itself.

Removing the app from your Facebook settings stops future messages reaching us, but it does not by itself erase what was already received. Send the email as well.

4.If you run a business using SajiloMitra

Email TODO: privacy email address from the email address of a workspace owner, and say which of these you want:

• Delete one customer. Give us the name, phone number or channel handle. We remove the customer record, their channel identities, their tags, their extracted lead details, every message in their conversations and the conversations themselves.
• Close the workspace and erase everything. Everything above for every customer, plus your knowledge-base documents and the files behind them, your channel connections and their stored credentials, your AI provider settings, your SMS gateway settings, your automation rules, your tags and your analytics history.
• Delete your own staff account. Your membership, your name and your email address. Messages you sent stay in the conversation history, no longer attributed to you — removing them would destroy your colleagues’ record of what a customer was told.

Ask for a copy first if you want one. We produce it by hand; there is no export button yet.

5.What you can delete yourself, right now

Inside the product, without asking anyone, you can already delete:

• Knowledge-base documents — this removes the document, the text extracted from it, and the stored file.
• Channel connections, including the stored credentials for them, and you can rotate your website chat site key at any time.
• Your storefront connection, which ends the assistant’s access to your catalogue.
• Tags, automation rules and SMS opt-out entries.
• A colleague’s access, which takes effect immediately.
• A customer who has never sent a message — one you added by hand, for example.

What you cannot yet do yourself is delete a customer who has messaged you. The product refuses that deletion rather than leaving their conversation orphaned, which is why the request above is handled by a person.

6.What we actually do when a request arrives

Step by step, so there is no mystery in it:

1. We acknowledge it, normally within TODO: acknowledgement time, e.g. 3 working days.
2. We verify it. For a business, that means the request comes from a workspace owner’s address. For a customer, it means enough detail to be confident the account is yours. We would rather ask you an extra question than erase a stranger’s conversation on someone else’s say-so.
3. We identify everything involved — the customer record, its channel identities, its tags, its extracted lead details, its conversations, every message in them, read markers, assistant job records and usage entries tied to those conversations.
4. We delete it from the database, in one operation, oldest dependency first so nothing is left pointing at something that no longer exists.
5. We delete the stored files for those conversations from our object storage.
6. We write back confirming what was deleted and the date it was done.

Deletion is permanent. We cannot undo it, so please be sure before you ask.

7.How long it takes, and what happens to backups

Target turnaround from a verified request to confirmation: TODO: turnaround, e.g. 30 days.

Backups are the honest exception. Deleted data can survive for a while in an encrypted backup copy taken before the deletion. Those copies are not used to answer anything, and they are overwritten on their normal cycle: TODO: the backup retention cycle, e.g. 30 days. If a backup ever has to be restored, we re-apply completed deletion requests to the restored data.

8.What we may keep, and why

A small amount of data survives a deletion request, for reasons we can defend:

• Records we are legally required to keep — invoices and tax records, for the period the law sets.
• A minimal record of the deletion request itself, so we can show that we acted on it.
• Security and administrative audit entries — who changed a role, connected a channel or suspended a workspace. These identify a member of staff, not a customer, and they are the record that a change was authorised.
• Anonymous counts that no longer identify anyone.

More detail on what is stored in the first place is in the Privacy Policy.

9.If we get it wrong

If we have not dealt with your request, or you are unhappy with how we did, contact our complaint officer: TODO: complaint officer name on TODO: complaint officer phone number. Our registered details are in the footer of every page, and our contact page lists every way to reach us.