GDPR - DPA - CCA - Personal data monitoring and removal

We understand that many of you, especially those operating in Europe, must have Data Protection Procedures in place in every area of your business. WhatsApp messaging is no exception.

That is why the WhatsApp Connector features a personal data management module that allows you to see and remove all the personal data linked to a phone number in our database.

In this Personal Data section, you can enter a phone number, and monitor all the data we are storing. You can also remove the data if you need to do it.

At personal data removal:

• All phones, names, emails, and template parameters linked to that phone number you enter when uploading files will be replaced with the text "--- deleted ---" in our database.
• All phones and template parameters entered from the ticket sidebar app, Zendesk Sell app, triggers, automations, and the API are replaced with the text "--- deleted ---" in our database.

Once the data removal process is completed, no personal data linked to that phone number will remain in our database. The data related to the actual deliveries will still be there, only it will not be linked to that particular phone number in any way.  

When you delete a phone number, you have the option to add it to the blacklist as well, if you want to be sure that no other WhatsApp message will ever reach that particular customer.

You can access this new feature from the home section or from the menu in the left sidebar.

Other things to consider

Here are some things you must keep in mind:

• When searching for a phone, the systems looks for perfect matches, so we advise to always stick to the phone format required by WhatsApp, with country prefix, numbers only, and with no zeroes in the prefix (e.g. [phone]).
• Once the personal data is removed, that information is untraceable and unrecoverable.