Data Deletion

How to request deletion of your data

To help us find your data, please include:

• your name and the email address or phone number you used with Support.Monster;
• your business name and, if relevant, the Facebook Page, Instagram account or WhatsApp number connected to our service;
• whether you want all of your data deleted, or only some of it.

We will reply to confirm we have received your request and may ask you to confirm that you are the account holder. We aim to complete deletion requests within 7 working days and will email you when it is done.

Disconnecting a Facebook Page, Instagram account or WhatsApp number

When you disconnect a Facebook Page, Instagram account or WhatsApp Business number from Support.Monster, we delete the access tokens for that connection. From that moment we can no longer read or send messages for it, or access any of its data.

You can disconnect at any time:

• in Support.Monster, by disconnecting the channel from your workspace’s channel settings; or
• on Facebook, by going to Settings & privacy → Settings → Business integrations, selecting Support.Monster and choosing Remove.

Disconnecting removes access but does not on its own erase messages or contacts already stored in your workspace. To have those deleted as well, send us a deletion request as described above.

What we delete

When we process a deletion request, we delete or anonymize the personal data we hold for you, including:

• your account and profile details;
• access tokens for any connected Facebook Pages, Instagram accounts and WhatsApp numbers;
• conversation history, contacts and messages stored for your workspace;
• files and knowledge sources you uploaded for your chatbots.

What we may need to keep

We may keep some information where the law requires it, for example invoices and payment records, or where it is needed to resolve disputes or enforce our agreements. This is explained in the Retention of Data section of our Privacy Policy.

Questions

If you have any questions about your data, email info@support.monster. You can also read our full Privacy Policy.