What you'll achieve
Respond to someone who asks to see, or delete, what your bot saved about them (Law 1581 of 2012 in Colombia).
Before you start
- You need an API key with the role administrator.
- Identify the person: on WhatsApp, Instagram and Messenger it's their contact ID (for example, the WhatsApp number with country code, without +); in your website chat, the conversation ID.
- Confirm that the person requesting the data is the data subject.
Steps
- Request the data copy. WhatsApp, Instagram or Messenger: GET /v1/contactos/<contacto>/exportar. Web chat: GET /v1/conversaciones/<id>/exportar. Screenshot: response with the person's conversations
- Review the result: messages, data they gave, orders and assistant usage. Deliver it to them through a secure channel.
- If they ask for deletion, delete: DELETE /v1/contactos/<contacto> or DELETE /v1/conversaciones/<id>.
- Keep the date and the response you gave the person.
Expected result
The copy includes everything stored. After deleting, the same query returns empty conversations.
Common issues
It responds 403
Your key isn't an administrator key.
It responds 400
The contact has spaces or invalid symbols; write it exactly as it appears in the conversation.
They asked for deletion but you keep the invoice
The order number and its total are kept without personal data.
It still appears in a backup
Backups expire on their own (14 days by default); tell the person.
When to contact support
If you can't find the person, send us the channel and the approximate date of the conversation (never their number in a public chat).
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