Your customers have the right to see or delete their personal information. By law, the business must answer the customer within 20 days and finish within 30 days of receiving the request. The Customer data screen helps you do this and reminds you of deadlines.
Only the Owner and Manager can do this, and they must have two-step verification on (see Account security). Other staff who receive a request should tell the owner or a manager.
Log a request from a chat
Customers may ask by message, email, phone or in person. Whichever way, you log it from that customer's chat:
- Go to Chats and open the customer's chat.
- Scroll to the bottom and press Customer wants to see or delete their data.
- Under The customer wants to, choose See their data or Delete their data.
- Under They asked by, choose Message, Email, Phone, In person or Another way.
- Check Date received. If the customer asked on an earlier day, pick that day (at most 60 days ago). Deadlines count from this day.
- Press Log request. The screen shows the date to answer the customer by, with a View request button.
The request covers all of this customer's chats on the same channel. If the customer already has an open request of the same kind, the screen says so and lets you open it.
Make sure it is really the customer
Before sending or deleting data, make sure the person asking really is that customer. The simplest way: ask again in the chat on the channel the customer used (Zalo, Messenger…). If they phoned or emailed from somewhere unfamiliar, ask them to confirm by message from the account that chatted with your business.
If you cannot confirm it, decline with the reason Couldn't confirm it's really the customer (see below).
Keep track of deadlines
On the Customer data screen, the Customer requests section has two filters: Waiting (the default) and All. Each request shows:
- The type: Asks to see their data or Asks to delete their data; who the customer is (only the channel name and a few last characters); the date received and how.
- Answer the customer by (20 days) and Finish by (30 days).
- A deadline label: for example "5 day(s) left", Due today, "2 day(s) overdue". Overdue requests have a red border.
The system checks every night at 02:30. When less than 3 days are left to answer, and when the completion date has passed, the owner and managers get a notification on the bell and by email (see Notifications).
The customer asks to see their data
- Press Download data to send the customer. Your device downloads a JSON file with the customer's chats, messages and requests. Staff names and emails are not in the file.
- The request moves to Done by itself.
- Send the file to the customer, safely, the way they contacted you.
- Delete the file from your device after sending it.
If the file never reached the customer, press Download the file again within 7 days of finishing.
The customer asks to delete their data
- To check first, press Preview what will be deleted. Your device downloads a file of what will be deleted; the request keeps waiting. Delete that file from your device afterwards.
- Press Delete the customer's data.
- Read the confirmation, then press Delete for good.
Every chat, message, request and detail the customer gave is deleted and cannot be recovered. The request moves to Done, with the number of chats, messages and requests deleted. If the customer writes again later, that starts a new chat.
If the AI assistant is answering the customer at that very moment, the screen asks you to try again in 1 minute.
Some records are kept by law, without message content: the activity log, proof of the customer's consent, and the request itself. The system's backups still hold the data for at most 12 months, then expire.
Decline a request
- Press Decline.
- Choose the Reason:
- Couldn't confirm it's really the customer
- The business holds no data about this customer
- Same as another request
- The customer withdrew the request
- Press Decline request.
- Tell the customer why, the way they contacted you. The system does not message the customer.
Data on Zalo, Facebook, TikTok, YouTube
Deleting here only deletes data inside COREBIZS. Messages and comments stay on Zalo, Facebook, Instagram, TikTok or YouTube. Show the customer how to delete them in that app, or delete them yourself from your OA or Page tools.
How long chats are kept
At the bottom of the screen, How long conversations are kept lets you choose how long chats stay, counted from the last message: 3, 6, 12, 24 (default), 36 or 60 months. After that, a chat is deleted in the nightly clean-up, with its requests and the details collected in it.
- Under Keep conversations for, choose the period.
- Press Save.
- If you shorten it, Keep conversations for less time? appears: older chats will be deleted tonight and cannot be recovered. Press Shorten to agree.
The shorter, the safer your customers' data. Choose a period long enough to look up past orders when you need to.