Data deletion

If you want us to delete your company data or your own, this page explains how to request it, what is deleted and how long it takes us.

How to request it

Write to the mailbox below from the email address associated with your account, with the company name and the detail of what you want deleted. We reply with the confirmation of the request and the execution deadline.

Who can request the deletion

There are three different situations and each one has its own path.

The client company, over the data of its account in Victoria: leads, conversations, files and users. The request is made by someone who can bind the company.
A person who uses the platform, over their own user data: name, email, phone and their record of actions.
A person who had a conversation with the agent of a client company. That conversation belongs to the company that handled it: we operate the platform where it is stored.

If you are in the third case, write to us anyway. We forward the request to the company that handled you and we tell you who it ended up with. You can also request it from them directly.

How it is requested

By email, from the mailbox associated with your account. There is no form.

Write to us with the subject «Data deletion request» at:

matias.bonfigli@victoriassistant.com

So that we can identify you, the message has to include:

The name of the company or of the account.
The email address associated with the account, which is where you are writing from.
What you want deleted: the whole account, one connected source or the data of one particular person.
Whether the request is on your own behalf or on behalf of the company.

You do not need to send sensitive documentation in the first message. If we need anything else to verify who you are, we ask you for it.

There is no form on purpose. A deletion is irreversible: the request has to be recorded and verified, and an anonymous form allows neither of those two things.

Delete a WhatsApp, Instagram or Facebook connection

This does not have to be requested by email: you do it yourself, from the application, whenever you want.

Log in to your panel

Open «Fuentes de Contacto» (Contact Sources)

It is in the main navigation menu. That is where all the integrations of the account are managed.

Choose the Meta source

WhatsApp, Instagram or Facebook. Each channel is managed separately, so you can delete just one or the whole connection with Meta.

Delete it and confirm

Inside the settings of the source there is the option to delete it. The platform asks you for a final confirmation before executing.

If you already know what you have to do: Go to the admin panel

On confirming, the connection with Meta and the data associated with that source that were stored on the platform —messages and contacts— are deleted immediately and irreversibly.

How we verify identity

Without verifying who is asking, anyone could delete someone else’s data.

The request has to arrive from the email address associated with the account.
If it arrives from another address, or if it covers the whole account, we confirm it with the registered administrative contact, through another channel.
If the person requesting is someone who had a conversation with a client company, the verification is done by that company: it is the one that has the relationship with them.

If we cannot verify who is asking, we execute nothing. We let you know and we tell you what is missing.

What is deleted and what is not

Not all data is treated the same. There is data that is deleted, data that is left without personal information and data we are obliged to keep.

What is deleted

The connection with the source and the data associated with that source, when you delete it from the application.
The account data you indicate to us: leads, conversations, attachments and users.
The contact details you left in a form on the site, if there was never a commercial relationship.

What is left without personal information

The platform usage records are kept as account totals —message volume and service consumption—, without the content of the conversations and without contact data.

What is kept

The invoices and the accounting records of the commercial relationship. Tax regulations set how long they must be kept and that period is not defined by us.
Whatever a requirement from a competent authority obliges us to keep, for as long as that obligation is in force.

When we confirm the request we tell you what falls into each group in your specific case.

How long it takes

It depends on which of the two paths you use.

What you delete yourself from the application is executed on the spot and cannot be undone.
What you request by email goes through identity verification first. Once we resolve it, we confirm in writing the scope of the request and the deadline within which we are going to execute it.

We acknowledge receipt of the request within the business day.

What happens to the backup copies

Deleting on the platform does not instantly erase the backup copies.

The platform makes automatic daily backup copies. A copy is a snapshot of the system at a given moment: data deleted today may still be inside earlier copies until those copies are replaced by the rotation cycle.

In the meantime that data does not return to the platform and is not used to operate. A backup copy is restored only in the event of a failure.

Confirmation

When the deletion is executed, we tell you so in writing.

We reply on the same email thread, with the scope of what was deleted and the date.
If part of the request could not be executed, we explain why.
The deletion you carry out from the application you confirm yourself at the time: the platform asks for a final confirmation before executing.

Contact

One single mailbox for everything to do with data deletion.