Deleting Chat-Native User Data

This guide explains how Chat-Native merchants can request deletion of customer, shopper, or agent data that is stored in our platform. We honor GDPR, CCPA, and platform partner requirements and will permanently remove personal data once a verified request is processed.

Need to delete data right away?

Email support@chat-native.com or contact your Chat-Native account manager. Include “Data Deletion Request” in the subject so we can prioritize the ticket.

Who Can Submit a Request?

We accept requests from:

Contracted account owners and administrators listed on your Chat-Native agreement.
Authorized legal, security, or privacy representatives that your account manager can verify.
End users who have received a written deletion commitment from a Chat-Native merchant.

Steps to Request Deletion

1. Gather the required details

Please include the merchant name, workspace URL, the data subject or account you want deleted, relevant identifiers (email, phone, profile IDs), and the reason for deletion.

2. Notify your account manager

Let your Chat-Native account manager know that a request is coming. They will verify requester permissions and help coordinate timelines, especially for hosted product or purchase agent data.

3. Open a support ticket

Send the deletion request to support@chat-native.com. You can also call our support line or initiate a Slack Connect message if you have a dedicated channel.

4. Confirm completion

Our support team will acknowledge the request within one business day and provide a completion report once deletion is finalized. Most requests complete within 5 business days once verified.

What We Delete

Once a request is validated, we remove the personal data elements listed below from production systems and logs. Aggregated metrics that no longer reference an identifiable person are retained for reporting.

Conversation transcripts, AI training snippets, and metadata tied to the identified user.
Stored customer profiles, order intents, payment or checkout references, and associated attachments.
Third-party connector data (Shopify, Salesforce, etc.) that we host on your behalf.

Backups and disaster recovery replicas are overwritten on their normal rotation (maximum 30 days). We do not delete data that is still required to fulfill legal obligations, resolve open disputes, or comply with fraud prevention laws, but we will isolate it from operational systems.

Follow-Up Communication

During the process you will receive:

An acknowledgment email with a case number.
Status updates if we need additional context, such as user consent documentation or expanded identifiers.
A final confirmation summarizing the records removed and the completion timestamp.

Need More Help?

You can always reach us through the channels below:

support@chat-native.com — Support desk for deletion and privacy requests
security@chat-native.com — Security team for incident-related requests
Your Chat-Native account manager — For contractual or merchandising escalations
Chat-Native Support Center — Additional resources and service hours