Data deletion

You wrote to a business that uses OnChats

This applies to anyone who sent a message on Instagram or through the chat on a business’s website and was answered by its assistant. You do not have an account with us: your data is there because that business uses our platform to handle its messages.

You have two options and either of them works:

• Ask the business. It is the controller of your data (it decides what you are asked and for what purpose), so it can delete it itself from its dashboard.
• Or write to us at privacidad@axirensystems.com. Tell us the name of the business you wrote to and your Instagram username (or which channel you wrote from), which is all we need to find the conversation. You do not need to explain why.

We delete it within 30 days at the latest and confirm it to you by the same email. The whole conversation is deleted, along with any contact details it contained.

And if you would rather do nothing: conversations are deleted automatically after 6 months from the last message. It is a fixed period, the same for everyone, and an automated process enforces it.

You have an OnChats account

This applies to a business that has subscribed to the platform. You can do two different things:

• Disconnect a channel from the Canales (Channels) section. This revokes our access to that Instagram account instantly and deletes that channel’s leads with their conversations. There is no need to write to anyone.
• Delete the whole account: write to us at privacidad@axirensystems.com from the address you signed up with. Your account, your agents, your leads and their conversations are deleted, within the same period of 30 days.

If what you want is to stop paying but keep your data, this is not what you need: you can cancel the subscription in Ajustes → Plan (Settings → Plan), and cancelling does not delete anything.

What exactly happens when data is deleted

Data is deleted immediately from active systems; database backups are kept for 7 days, after which the data disappears from them too. Photographs and files are deleted immediately and permanently: they are not included in backups.

Voice notes and images do not need to be deleted because they are not stored. They are read at that moment to turn them into text and the files are discarded there and then: they never reach the database and therefore never reach any backup. What is kept (and disappears with the conversation) is that text.

If we do not reply

You can lodge a complaint with the Agencia Española de Protección de Datos (AEPD, the Spanish Data Protection Agency) at aepd.es, or with the supervisory authority of the EU country where you live or work. We would rather it did not come to that: if the deadline passes, write again to the same address before taking that step, because it will almost always be that something got lost along the way.