Data Deletion Instructions

Purpose

This page explains how individuals and workspace administrators can request deletion of personal data connected to Tolk. It can also be used as the Data Deletion Instructions URL for integrations such as Meta, Facebook, Instagram, or other platforms that require a public deletion instructions page.

What can be deleted

• Contact records, conversation history, notes, labels, custom attributes, and files stored in a Tolk workspace.
• Account profile data such as name, email address, workspace membership, and support records.
• Widget visitor data and metadata connected to a customer conversation.
• Integration tokens or channel data that Tolk stores for connected services.

Self-service deletion

• Workspace administrators can delete contacts and conversations from the Tolk dashboard where product permissions allow it.
• Administrators can disconnect integrations from the relevant inbox or channel settings.
• If you connected Tolk through a third-party platform, also remove Tolk from that platform's connected apps or business integrations settings.
• If you are an end user who chatted with a business using Tolk, contact that business first because it controls the workspace record.

Request deletion by email

Send a deletion request to deletion@tolk.chat. To help us locate the right record, include the email address, phone number, workspace name, company name, conversation URL or ID if available, and the type of data you want deleted.

If you are requesting deletion for a business workspace, use an administrator email address for that workspace. If we need to verify your authority, we may ask for additional information before deleting data.

Meta, Facebook, and Instagram data

If you used a Meta, Facebook, or Instagram integration connected to Tolk, you can request deletion by emailing deletion@tolk.chat with the subject line 'Meta Data Deletion Request'. Include your Meta user ID if available, the connected page or business name, and the Tolk workspace or inbox name.

You should also remove the connected app or integration from your Meta account or Business settings so future data is not shared with Tolk.

Response timeline

We aim to acknowledge deletion requests within 7 business days and complete verified requests within 30 days, unless a longer period is required because of account security, legal obligations, dispute resolution, billing records, backups, or technical constraints.

Deleted data may remain in backups for a limited period until backups expire, but it will not be restored to active systems except where necessary for security, legal, or disaster recovery purposes.

Data we may retain

• Billing, tax, and accounting records required for legal or financial compliance.
• Security logs needed to detect abuse, protect the service, or investigate incidents.
• Records needed to resolve disputes, enforce agreements, or comply with lawful requests.
• Aggregated or de-identified data that no longer identifies an individual or workspace.

Confirmation

When a deletion request is completed, we will send confirmation to the request email where appropriate. If we cannot complete a request, we will explain the reason when we are allowed to do so.