Handle a customer's privacy request

A customer may ask for a copy of what you hold about them, or ask you to delete it. The owner sends the request in Kluvan; the deletion runs in the background and cannot be undone.

Before you start

• You need to be the owner.
• When the Front Desk sees a customer ask to delete their data, it opens an item Asks to delete their data on the Front desk exceptions page. Deleting stays your decision.

Steps

1. Open Front desk → What the front desk knows and scroll to Privacy requests.
2. Search for the customer by name, phone number or e-mail, then select Search.
3. Select the customer to include all their data, or select one of their cases to include only that case.
4. Under Request, pick Copy of their data or Delete their data, and enter a Reason.
5. Select Send request and confirm. A deletion cannot be undone.
6. The request shows Waiting, In progress, then Done. For a finished copy, select Download. The download is available only to the owner. Keep the file secure and share it only with the person entitled to receive it.

What a deletion removes

• The customer's conversations and cases with their messages, summaries and what the Front Desk remembered.
• Files and pictures they sent, and what was read from them.
• The link between the customer and their WhatsApp number or e-mail.

In the Inbox the conversation stays only as an empty line marked Deleted on request: it disappears from lists, counts and searches, and nothing in it can be read. If the customer writes again, a new conversation starts.

Good to know

• What is kept. "Kept after a deletion: the credit records, the cost records and the activity log. They hold no message text."
• It stays deleted. If your data is ever restored from a backup, deletions are applied again before the Front Desk sends anything.
• WhatsApp customers. Erase this customer on the Front desk page (owner only) runs the same deletion for a WhatsApp conversation.
• The whole organisation is deleted from the account page, not here (fd_privacy_scope). See your data.