Contacts, and customers’ data rights
Find anyone who’s talked to Dazza, export their data, delete it for good, and delete old conversations automatically.
Contacts lists the people behind your conversations, on every channel.
The Contacts page
Each contact shows their name, email or phone number, the channels they’ve used, how many conversations they’ve had and when they were last seen. Search by name, email address or phone number.
Open a contact to see their details and every conversation, newest first. Each conversation opens in the inbox. In the inbox, All their conversations in the side panel takes you back to the contact.
One person, more than one record
Dazza keeps a separate record for each way someone reaches you: an anonymous browser, a WhatsApp number, an email address. Their chats and emails come together only once they’ve proved who they are, for example by confirming their email. So when someone asks about their data, search for their email address and their phone number.
When a customer asks for their data
Under UK and EU GDPR, customers can ask for a copy of the personal data you hold about them.
Open the contact and choose Export as JSON. The file has their details, every conversation with its messages (including your team’s internal notes about them), the details they gave in requests, and their ratings of Dazza’s answers. Only admins can export, and each export is recorded in the audit log.
When a customer asks to be forgotten
Open the contact, choose Delete permanently… and type their email address (or phone number) to confirm. If the contact has neither, type delete.
This deletes, for good:
- the contact and all their conversations and messages
- their ratings, and the details they gave in requests and workflows
- confirmation codes sent to their email address
- suggested answers that came only from their conversations
Usage figures and costs stay, without the link to the conversation. The audit log keeps a line saying a customer’s data was deleted and how many conversations went, never who it was, and removes their email address from older events.
It can’t be undone, so if they also asked for a copy, export it first.
Delete old conversations automatically
In Settings → Data and privacy, choose Delete conversations older than 3, 6, 12 or 24 months, or Off (the default).
Every day, Dazza deletes conversations with no messages for longer than that, along with everything in them, and any customer records left with nothing. If a new setting would delete conversations straight away, Dazza tells you how many and asks first. Each day’s deletions are recorded in the audit log.