First: which case is yours
Companies use ZynTrail to answer their own customers. So there are two cases, with two different routes.
If you wrote to a company on Messenger, Instagram or WhatsApp, sent it an email or a request through its website, or called it, that company decides what happens to your data. ZynTrail only stores it on the company’s behalf. Ask the company to delete it — it can do that itself. If you can’t reach them, write to us at the address below: we’ll pass the request on and let you know we have.
If your company uses ZynTrail, the account administrator can delete the data directly, or ask us to delete the whole company.
Deleting data inside the company
For companies that use ZynTrail. The company administrator can do the first three steps without contacting us.
- One conversation Open the ticket and delete it. Its messages and files are deleted with it.
- One person’s data Delete their tickets — the messages and files on each ticket go with it — and then the contact. Deleting only the contact isn’t enough: the tickets stay. You can also write to us and we’ll do it.
- A connected channel Disconnect Messenger, Instagram or WhatsApp and no new data arrives from it. Delete what has already arrived with the two steps above.
- Everything Ask us to delete the company. Everything connected to it — tickets, customers, contacts, messages, files, calls and recordings — is deleted with it, permanently.
If you’d like us to do it
Write to privacy@zyntrail.com from your account’s email address or from the address whose data you want deleted. Tell us what to delete: one message, everything about one person, or the whole company.
We reply within one month — the GDPR deadline — and usually much sooner. If there’s something we can’t delete, we tell you which law requires us to keep it and for how long. Most often that means invoices and accounting documents.
What happens, and when
- Deleted from the live system
- immediately
- We reply within
- one monththe GDPR deadline; usually much sooner
- Backups holding the old record
- expire on schedulenot opened or read in the meantime
- Kept regardless of the request
- invoices and accounting documentsrequired by tax and accounting law
- Where to write
- privacy@zyntrail.com
Why backups aren’t edited
A backup is a sealed snapshot of the whole database at a point in time. If we opened one to remove a single record, it would no longer be the same backup, and it couldn’t be trusted for a restore.
So we delete in the live system, and the backups holding the old record aren’t opened or read — they simply expire on the schedule set out in the privacy policy.