Data deletion

1. If you messaged a business that uses Cognitiv

If you talked over WhatsApp, Instagram or Messenger (or another channel) with a business that uses Cognitiv agents, that business is the controller of your data and we process it on its behalf.

1. The fastest route is to ask that business directly.
2. You can also email us at hola@cognitiv.so with the subject “Data deletion” and tell us: the business you talked to, the channel (WhatsApp, Instagram or Messenger), your identifier on that channel (phone number, Instagram username or Facebook name) and the approximate date of the conversation.
3. We will pass your request to the business within 5 working days, delete the data following its instructions and, with its authorisation, confirm the outcome to you. If the business no longer uses Cognitiv, we will check the data has been deleted and confirm it to you.

2. If you are a Cognitiv business customer or user

• Disconnect a Meta channel. Email us to disconnect WhatsApp, Instagram or Messenger, or do it yourself from your workspace settings where that option is available. You can also remove the Cognitiv app's access from Meta: on Facebook, Settings & privacy > Settings > Business integrations; for WhatsApp, in Meta business settings (Accounts > WhatsApp accounts) or in WhatsApp Manager. Once disconnected we stop receiving messages and delete the access tokens.
• Delete specific conversations or data. Email hola@cognitiv.so from the account owner's or an administrator's address saying which data you want deleted.
• Close the account and delete everything. When you close the account you have 30 days to export your data; after that we delete all data in your workspace.

3. If you contacted us through the website or are a user

Email hola@cognitiv.so from the address you contacted us from or use to sign in to Cognitiv, saying you want us to delete your data.

4. What is deleted

• conversation messages, attachments and metadata;
• channel identifiers (phone number, Instagram-scoped or Page-scoped IDs) and profile name;
• search indexes derived from that data (if the business added your data to its knowledge base, we remove it from there at the business's request);
• for a business that disconnects a channel or closes its account, the access tokens and connection data.

We only keep, blocked and for the statutory period, what a law requires us to retain or what we need to defend against claims (for example, a business customer's invoices). Meta keeps its own copy of messages under its terms, outside our control.

5. Timing and confirmation

• We acknowledge your request within 7 days.
• We complete deletion from live systems within 30 days of the request being confirmed (and, when we act on behalf of a business, of that business instructing us).
• The data disappears from backups as they expire, within approximately 40 days.
• We confirm by email that the deletion is done (when we act on behalf of a business, with its authorisation).

To protect your data, we may ask for additional information confirming you are the person concerned. More information in the privacy policy.