Deleting or anonymising a person's data
When a customer asks you to delete their personal data — a right they have under the KVKK in Türkiye and the GDPR in the EU — you can carry it out from the conversation or the contact, in one step, and keep a record that you did.
There are two ways to do it:
| Delete | Anonymise | |
|---|---|---|
| The contact | Removed. If the person has sales documents you must keep (see below), an empty record named Anonymous person #N stays as their buyer. | Kept as Anonymous person #N, with name, phone, e-mail, platform accounts, address, custom fields, AI memory and photo removed. |
| Conversations | Removed, with everything in them. | Kept: channel, dates, status, rating and who handled them. Title, preview and attributes are removed. |
| Messages | Removed. | Kept as rows (who wrote, when, delivery status), but the text is replaced with "This message was erased at the person's request". You can choose to redact instead: names, e-mails and numbers are removed and the sentences kept. Wiping is safer. |
| Files and photos | Removed, including the stored copies. | Removed, including the stored copies. |
| Notes, consents, form answers, reminders, identity codes, widget account | Removed. | Removed. |
| Appointments, calls, campaign deliveries | Removed. | Kept for statistics, without names, numbers or notes. |
| AI memory and knowledge for this person, and answers the assistant learned from their conversations (also workspace-wide ones) | Removed. | Removed. |
| Tags | Removed. | Kept. |
| Sales documents | Kept (see below). | Kept (see below). |
Both are permanent. There is no trash and no undo.
Who can do it
The Delete or anonymise a person's data permission. Admins have it; you can give it to anyone else (a supervisor, for example) in Settings → Team → a member → Permissions. Without it the action does not appear anywhere.
Doing it from the panel
- Open the person's conversation and choose ⋯ → Delete or anonymise data, or open the contact and click Delete or anonymise data.
- Choose Delete or Anonymise. The window shows what will be affected: how many conversations, messages, files, notes and so on, and how many sales documents will be kept.
- Write the reason (for example "asked by e-mail on 12 October"). It is kept in the record of the request; the person's name, e-mail and numbers are removed from it automatically.
- Decide whether to tell the person. If their channel still allows a message (for WhatsApp, inside the 24-hour window), they get a short note that their request is being carried out — sent before their details are removed.
- Type the confirmation word shown (DELETE or ANONYMISE) and confirm.
The work runs in the background. You are told when it has finished, even if you have left the page.
If the person has signed forms, the window warns you: they are destroyed too. Download them first if you have to keep them.
Doing it from the mobile app
The same action is in the contact profile and in the conversation's ⋯ menu, with the same steps. The window stays open and shows when the request is done.
Letting Wiz do it
You can let the assistant handle a person's own request in the chat: Settings → Security → Data deletion requests → Wiz may carry out a person's own request. It is off by default. When it is on:
- Wiz acts only for the person in that conversation. It cannot be asked to delete anybody else.
- The person must be proven on the channel: a WhatsApp, SMS, Telegram, Messenger or Instagram sender is; an anonymous website visitor is not until they sign in or confirm a one-time code (see AI assistant → identity). If they are not proven, Wiz tells them it cannot do it from here and offers your team.
- Wiz asks for confirmation with Yes/No buttons (or "reply YES" where the channel has no buttons). Nothing happens until the person confirms.
- You choose whether Wiz may delete, anonymise or both, and you can write the question it asks, per language.
Every request Wiz files appears in the same record as the ones your team files, marked as made by the assistant.
What is kept, and why
Sales documents — orders, quotes, receivables, payments, payment links, shipments, deals and the order copies from connected marketplaces and stores — are kept in both modes. Tax and commercial law requires invoices and related records to be kept for years (in Türkiye, VUK article 253 and TTK article 82). What stays is the amount, currency, dates, status and the document or order number, so your books still add up and the legal copy (the e-invoice, the marketplace's own record) can still be found. The person's name, phone, e-mail, address, notes and raw data are removed from them.
The record of the request is kept too: who asked, when, why, which mode and how many items were removed. It contains nothing that was erased.
When the same person writes again
After either mode, the same phone number or account writing to you again starts a new contact. Nothing of the old record comes back.
Good to know
- Copies outside ConnectWiz are not touched: the e-mails in your own mailbox, the messages on the person's phone, a public comment on Instagram or YouTube, the order at the marketplace, the record in your connected CRM. If the person's request covers those, handle them there too. A marketplace may send the order's customer details again the next time orders are synchronised.
- Backups keep deleted data until they expire.
- A request already running for the same person blocks a second one.
A note on KVKK and GDPR
Under the KVKK (article 7) and the GDPR (article 17) a person may ask for their personal data to be deleted, destroyed or anonymised, unless the law requires you to keep it. Answer within the legal deadline (30 days under the KVKK, one month under the GDPR). This page describes what ConnectWiz does with the data it stores for you; deciding whether a request must be granted, and in which form, is your responsibility as the data controller.