Data Requests & Deletion

1. Who to contact

• You messaged a business on WhatsApp. That business decides how your conversation is used and is responsible for your request. Please contact the business first. ZaLink processes those conversations on the business's behalf and helps it respond. If you cannot reach the business, write to us at support@zalink.ai and we will pass your request on.
• You use ZaLink AI for your business (or you are a user of a ZaLink workspace). Write to us at support@zalink.ai from the email address of your ZaLink account.

How we handle personal data is described in our Privacy Policy.

2. What a business can do itself in ZaLink

• Export: download your contacts and your escalations as CSV files from the Contacts and Escalations pages.
• Correct: edit contact details, knowledge-base content, company details and AI settings while your subscription is active. While a workspace is locked for an expired trial or an unpaid subscription, only the Billing page can be opened, so ask us for any export or change you need then.
• Delete a conversation: in the Inbox. This deletes the conversation's messages, AI results and escalations. Files sent in that conversation (images, voice notes, documents) are kept in storage until the workspace is deleted, or until you ask us to remove them.
• Delete a contact: on the Contacts page. This removes the contact record and linked sales opportunities, but not the contact's conversations, which you can delete in the Inbox, or their appointments, which keep the customer's name and phone number and can only be removed by asking us. To remove everything about one person, delete their conversations as well and ask us to remove their appointments.
• Delete knowledge-base items: on the Knowledge Base page. Uploaded source files are kept until the workspace is deleted or you ask us to remove them.

Conversations that contain an order or order request handled through a connected point-of-sale system cannot be deleted from the Inbox, because the order record must be kept. Contact us if you need one of these removed.

3. Requests we handle for you

Write to us for anything you cannot do yourself, including:

• a copy of your workspace's data, including conversation history, provided in a common machine-readable format;
• deleting files, a specific person's data, or your whole workspace;
• any other question about your data.

We confirm that the request comes from an authorised person before acting on it (for workspace requests, the workspace owner or an administrator). We reply within [response time for data requests — to be confirmed].

4. Deleting a whole workspace

Workspace deletion is permanent and is carried out by our team on a confirmed request from the workspace owner. It cannot be done from a button in the app, so that it cannot happen by mistake. When we delete a workspace we remove:

• its conversations, messages, contacts, AI results, escalations, knowledge base, appointments, orders, campaigns, settings and subscription records;
• its stored files (customer media, knowledge-base uploads, template media);
• its WhatsApp connection details held by ZaLink, and the user accounts that belong only to that workspace.

Before you ask for deletion:

• Cancel any online subscription in Billing → Manage billing. Deleting a workspace does not by itself cancel a card subscription.
• Remove ZaLink's access to your WhatsApp Business Account. In your WhatsApp Business account's business settings, remove the ZaLink app so that your messages stop being sent to ZaLink.
• Export anything you want to keep. Deleted data cannot be recovered by us.

Some limited records are kept after deletion, and only for as long as needed: payment and invoice records we must keep for tax and accounting, a short internal record that the deletion took place, and copies in our providers' backups and logs, which are removed as those expire on the providers' schedules.

Cancelling a subscription does not delete data. See the Subscription, Cancellation & Refund Policy.

5. Data held by the WhatsApp platform

Messages also pass through the WhatsApp Business Platform and may be kept by the platform under its own terms and privacy policy. ZaLink cannot delete data held by the WhatsApp platform. People can manage their WhatsApp data in WhatsApp's own settings.