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Freshchat helps our customers be GDPR compliant, we have instituted a data delete policy with which you can periodically delete customer conversations. The deletion logic will run every morning once the policy is set up. To set up the policy, you can write to us at [email protected] with the following information:

  • Retention period 

  • User grouping type

  • Process type


Retention Period:

This information is required for us to determine how long you’d like to keep the data before deleting it. The default retention period is 90 days.


User Grouping type:

There are two types in which you can group users to delete data:


  • All users: The deletion logic will be run for all users

  • User segments: Customers can create their own user segments using the Freshchat Segmentation and provide us with the Segment name to run the deletion logic. When you choose to run the deletion logic for only a segment of users, it is advisable to not change the segment conditions once set.


Regardless of the way you group your users, the user has to be created before the retention period to be included in the deletion logic.


Process type:

There are two types in which you can choose to delete data:


1. Delete users along with their conversations and messages:

This process deletes all conversations and messages along with associated users. Few points to note:

  • If a conversation does not have any messages in the last x days (based on Retention Period), the user and all associated conversations and messages will be deleted

  • If a conversation has at least one message in the last x days, the user will be retained and messages that are older than x days will be deleted

  • If a user has one conversation with recent activity, but other conversations are older than x days, then the first conversation will be partially pruned, conversations older than x days will be completely deleted and the user will be retained


Info: In this process, all activities, events tracked, conversations, messages, images, and files uploaded by the end-user will be deleted.


2. Delete conversations and messages but retain User:

In this process, the user will be retained even if they don’t have any recent activity in the conversation. It will delete messages and conversations that are older than x days (based on Retention Period).


Info: In this process, all conversations, messages, images, and files uploaded by the end-user will be deleted.


Based on customer preference, an email will be sent to the account owner at the end of each day with a summary of the number of users/conversations/messages deleted. When we set up the periodic deleting, the data will be irreversibly wiped out from all our data centers.