6.1. Minimization: don’t ask for more than necessary
Section titled “6.1. Minimization: don’t ask for more than necessary”The assistant is already designed to capture only what’s essential during the conversation (name, phone, what the customer volunteers on their own). As someone stepping in personally (section 5), follow the same principle: don’t ask for data you don’t need to resolve the case, and don’t copy a customer’s data outside the Platform (loose sheets, personal notes, your own messaging chats) — everything you need is already on the contact’s record and in the conversation thread.
6.2. Facing a customer’s data-erasure request
Section titled “6.2. Facing a customer’s data-erasure request”If a customer asks you to delete their personal data (GDPR right to erasure), the Platform has a procedure to genuinely carry it out, not just hide their record:
Requirements: Admin role — it’s the most sensitive action on a contact’s record, reserved for administrators.
- Go into Contacts and find the customer (Manual 27, section 2).
- Tap View to open their record.
- Scroll down to the “Danger zone” section, at the bottom of the record.
- Type the customer’s exact name in the confirmation field.
- Tap “Erase customer data”.
Result: their conversations and messages, attachments, generated documents and associated tickets are permanently deleted; their leads are anonymized (they keep the stage and the amount for your metrics, with no data identifying the person left); their contact record disappears from the list. It can’t be undone.
Important — Verify before confirming
It’s an irreversible action and only available to Admin. Only confirm it when the request is real and comes from the customer themselves (or their legal representative) — if in doubt, contact your provider’s team first (Manual 28 · Support).
6.3. Marketing unsubscribe: STOP, BAJA
Section titled “6.3. Marketing unsubscribe: STOP, BAJA”If a customer replies over WhatsApp with the word STOP, BAJA, CANCELAR or UNSUBSCRIBE, the Platform automatically marks them unsubscribed from marketing — you don’t need to do anything. From then on, no campaign reaches them, even if they’re still on a list (Manual 27, section 6). You can revert it by hand from the “Receives marketing communications” toggle on their record if the customer asks through another channel — the same section explained earlier, section 4.2 of Manual 27.
6.4. Facing a possible data incident or breach
Section titled “6.4. Facing a possible data incident or breach”If you notice something that could be a data-protection problem — improper access, something sent to the wrong person, a file that shouldn’t have been visible — don’t handle it on your own or just mention it verbally: open an Urgent-priority Support ticket right away (Manual 28, section 2), describing what happened in as much detail as possible. Your provider’s team needs to know as soon as possible to assess it and, if warranted, act within the deadlines GDPR requires.