Deleting data: sources, leads, agents and the account

From the app you can delete knowledge sources, leads, agents, people on your team, channel connections, API keys and the saved card yourself. Conversations and the account as a whole have no delete button: for those you need to write to Support.

What you can delete yourself, and what happens

Before you confirm, the app always shows what is going to happen. Read it: in the cases marked “No”, there is no way back.

Delete a knowledge source

1. Go to Knowledge and choose the agent.

2. Under Sources, open the source’s actions button and press Delete.

3. Confirm with Delete source.

The source’s content and its passages are deleted, and the agent stops using it at once. If it was a document you uploaded, the file is deleted with it.

If what you want is to correct the information or bring it up to date, you do not need to delete it: see keep knowledge up to date.

Delete a lead

1. Go to Leads and open the lead.

2. Press Delete lead.

3. Confirm with Delete lead.

Their contact details and your notes disappear from the list and from exports. The conversation that lead came from is kept under Conversations, with everything the customer wrote in it, including any details they gave in the chat itself.

If you want to keep a copy, export the leads to a CSV file before deleting it.

Delete an agent

1. Go to Agents and open the agent.

2. Press More actions and then Delete agent.

3. Confirm with Delete agent.

The agent stops answering on all its channels, its WhatsApp and Instagram are disconnected, and the chat no longer appears on your website even if the code is still in place. Its knowledge is deleted with it. Its conversations and its leads are kept.

Remove a person, a channel, an API key or the card

• A person on the team. Under Team, open their actions and press Remove from the team. The steps are in remove a person from the team.
• A channel connection. Under Channels, press Disconnect on the connection and confirm. The confirmation tells you what happens to that particular number or account; for example, a number iAgentify set up for you goes back to iAgentify. Conversations already stored are kept.
• An API key. Under Settings › API, in API keys, press the key’s revoke button and confirm with Revoke key. The integrations that use it stop working at once.
• The saved card. Under Billing, in Saved card, press Remove card. Removing the card does not cancel the subscription: if it is active, on the renewal day you will have to pay it from Billing or your agents will stop replying. To cancel, see change plan or cancel your subscription.

What cannot be deleted from the app

The app has no button to delete:

• Conversations and messages. You can resolve a conversation, but it stays stored.
• All of a customer’s data in one go. You can delete their lead, but their conversations stay.
• Support tickets. They can be closed, not deleted.
• Payments and invoices, and the Activity log.
• Your own user. An admin can remove you from the team, but your iAgentify login still exists.

If you need any of this deleted, open a ticket from Support with New ticket, or write to [email protected], and say exactly what you want deleted. The iAgentify team replies with what can be done.

Close the account

There is no button to close the account, even though the Team screen says an owner “can delete the account”. An owner has to ask for it:

1. Decide what to do with the subscription. See change plan or cancel your subscription.

2. Save whatever you want to keep: export the leads, and open and print your invoices from Billing › Payments and invoices.

3. Open a ticket from Support with New ticket, or write to [email protected] from the owner’s email, asking for the account to be closed.

When the iAgentify team closes an account, its users can no longer sign in, its API keys stop working, its channels are disconnected and the subscription is not charged again. Payments and invoices are kept. Closing cannot be undone.

If a customer asks you to erase their data

For your customers’ data you are the controller, so the request comes to you. Do this:

1. Find the customer under Leads, by name, email or phone, and delete their lead.

2. For the conversation, open a ticket from Support. Give the channel, the date and approximate time, and the customer’s name, phone or email, so that we can find it.

3. Also delete any copies you hold outside iAgentify, such as an exported CSV or details you passed on to your own customer software.

Who is responsible for what is in privacy: where data is stored and who can see it.