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Data deletion instructions

Effective date:
[[OWNER: effective date (set when the reviewed final version is published)]]
Last updated:
[[OWNER: last-updated date (set when the reviewed final version is published)]]

To have your data deleted, email privacy@getassist.pro with the subject “Data deletion request”. Workspace owners can also write to support@getassist.pro. You do not need a Get Assist account to ask. The steps below explain what to include and what happens next.

How to request deletion

Email privacy@getassist.pro and include:

  • your name and the email address you use with Get Assist, if you have an account;
  • the workspace name, if you are a workspace owner;
  • the Facebook Page name or Instagram username concerned, if your request is about a connected Page or account;
  • if you messaged a business that uses Get Assist: the name of that business, the channel (Messenger or Instagram) and the name or username you messaged from;
  • what you want deleted: everything, or specific conversations or data.

Do not send passwords or payment details.

How we verify the request

We delete data only for the person or business it belongs to. Requests to delete a workspace must come from an authorised workspace owner. Before deleting we may ask you to:

  • reply from the email address linked to the Get Assist account; or
  • show that you manage the Page or Instagram account concerned, for example by sending a message from it; or
  • for people who messaged a business, confirm details of the conversation so we can find it.

What is deleted or anonymised

  • Workspace requests: account profiles, team membership, settings and knowledge base content.
  • Connected Page or account requests: access tokens, conversation messages, customer identifiers, attachments and notes for that Page or account.
  • Requests from people who messaged a business: your messages, identifiers and attachments in that business’s inbox.

What we may keep

We may keep limited records where the law requires it, such as invoices and payment records, and a record that a deletion request was made and completed. Data in backups is removed as those backups expire: [[OWNER: retention period for backups]]

How long it takes

We confirm that we received your request, then delete or anonymise the data within [[OWNER: number of days to complete a verified deletion request]] of verifying it.

Checking the status of your request

We reply by email when the request is complete. You can also ask about the status at any time by replying to that email thread or writing to privacy@getassist.pro.

When a Page or Instagram account is disconnected

Disconnecting and deleting are different. If a business disconnects a Page or Instagram account inside Get Assist, or removes Get Assist in its Facebook or Instagram settings, we stop receiving new messages for it straight away.

Conversations already stored: [[OWNER: what happens to stored conversations after a Page or account is disconnected (verified in the app)]]

When you remove Get Assist in your Facebook settings: [[OWNER: what the app’s Meta deauthorize and data deletion callbacks actually do (verified in the app)]]

If you stop using Get Assist

Account data after a customer stops using Get Assist: [[OWNER: inactive account retention: proposed up to 12 months for reactivation; confirm the period and whether it is purged automatically]]You can ask us to delete it earlier at any time using the steps above.

If you messaged a business that uses Get Assist

The business you messaged controls your conversation data, and Get Assist processes it on that business’s behalf. You can ask the business directly, or email privacy@getassist.pro with the details above and we will handle the request with the business.