The Gladly platform processes some consumer information on behalf of Gladly software licensees to conduct business. The California Consumer Privacy Act (CCPA), effective in the US state of California, the General Data Protection Regulation (GDPR), the European Union, and other similar privacy regulations give consumers rights over their data. This could be the right to view information, the right to access, or the right to delete data about them. See our Privacy Policy, where you'll also find our contact information if you have questions.
How data is deleted
Users assigned the Compliance Administrator role can manage three levels of Customer data management and deletion from the Gladly UI.
Platform Level – Global setting that controls how long Customer Profile data is retained in Gladly.
Customer Profile Level – Delete individual Customer Profiles and all data in the Profile.
Contact Level – Delete data on a Contact level (e.g., a message, an attachment, etc.) without deleting the Profile.
What is deleted
Platform level deletion
Automatically delete Customer Profiles after a <customizable> number of days since the last Contact. Data that gets deleted includes the Customer Profile and everything contained within, which includes:
Contact/Personal details
Conversations
Order History
Contacts/messages
Attachments
Integration data
We only delete data stored within Gladly. Additional data pulled to Gladly from an external app (e.g., Shopify, Stella, etc.) gets deleted along with the Customer Profile, but it does not delete data in the connected app.
Customer Profile level deletion
Individual deletion of Profiles deletes everything contained in the Profile. This includes:
Conversations and all related Contacts.
Customer Details (e.g., phone numbers, addresses, email addresses, relationships, etc.).
Transaction data (e.g., order, flight, stay, subscription, and other details).
Integration data in Gladly (e.g., CSAT feedback, NPS feedback, order history, etc.).
Note – Data is deleted in Gladly but not from integrated apps (e.g., Stella Connects, Shopify, etc.).
Attachments (e.g., documents, files, images, etc.).
Reporting on deleted Customer Profiles
Gladly retains non-PII data like Contact IDs, Customer ID, Work Sessions, and Conversation IDs of deleted Customer Profiles. This allows you to report on deleted Profiles for historical reporting using the Contact Export, Conversation Export, or Work Session reports.
Contact level deletion
The selected object or Contact deleted is the only item deleted. This includes:
An individual message
Gladly AI generated Conversation summary
A voice recording
A Note
An attachment
Use the table below to understand the best action to take when Customers want their data deleted.
Scenario | Suggestion Action | Comments |
|---|---|---|
A Customer requests for their data to be deleted entirely. Order history, contact records, and Conversations. | Order history stored in an OMS outside of Gladly (e.g., Shopify) is not deleted. | |
A Customer accidentally sent PII in an email, an SMS, a chat, etc. | ||
A Customer accidentally attached an image with PII or financial information. | ||
A Customer doesn't want any data about them stored (e.g., email, chat, etc.) after their interaction with your company is over. | ||
Someone sends an Instagram message to inquire about a product, but they ask you not to store any information about them. | ||
You want to ensure that all Customer data is stored unless a Customer asks for their data to be deleted. | ||
You want to make sure Customer data is not stored forever. | ||
I need to delete more than 50 Customer Profiles at the same time. | Send an email to [email protected] | Our privacy team will only honor bulk deletion requests with over 50 Customer Profiles. |
See Configure Data Retention Settings and Data Deletion Options to learn how to delete Customer data.