This page explains how to have data deleted from Synergon AI, including data we receive from Meta's WhatsApp Business Platform.

Synergon AI is a multi-tenant platform. What deletion means depends on who is asking, so each situation is answered separately below.

1. How to make a request

Email [email protected] with the subject "Data Deletion Request". Tell us which of the situations below applies to you, and include the details we would need to find your records — for example the email address on the account, or the phone number you messaged from.

We acknowledge every request within 5 business days and complete verified requests within 30 days.

We verify identity before deleting anything. Deletion is irreversible, and acting on an unverified request would itself be a way to destroy someone else's data — so we may ask you to confirm from an address or number already on the record. If you have a Synergon login, raising the request from inside your account is the fastest route: go to Support and open a ticket in the Data Deletion Request category, and your identity is already established.

2. If you are a Synergon customer

You can disconnect a WhatsApp number at any time from Settings. Disconnecting is not deletion. It revokes our access, deregisters the number with Meta and destroys the stored credentials — but your campaign history, message records and analytics are retained so your reporting stays intact.

Cancelling a subscription is also not deletion. Your data is retained after cancellation for the period set out in our Data Retention Policy so that you can export it.

To erase the data itself, ask us. On a verified request we delete the contacts, message history, delivery events, form responses, templates, flows, campaigns and stored credentials held for your account, and confirm what was removed.

3. If you use Synergon inside someone else's account

If you were invited to a Synergon account by an employer or a client, that organisation is our customer and controls the account and the business records inside it. We cannot delete their data on your instruction.

We can delete you: on a verified request we remove your name, email address, phone number and sign-in credentials, and you lose access to the account. Records of actions taken in the account are kept in de-identified form, because the organisation is entitled to an accurate audit trail of what happened in its own workspace.

4. If you messaged a business that uses Synergon

The business you contacted decides what happens to your conversation. They are the Data Controller; we process the conversation on their behalf. Contacting them directly is the fastest route, and usually the only one that can also remove records they hold outside Synergon.

If you cannot reach them, or their account is closed, email us and we will act on your request directly.

Because each business on our platform holds its own separate records, we act on your request separately for each one we find. We will confirm that your records have been removed everywhere we found them, but we will not tell you which businesses those were — that would disclose their customer relationships to a third party.

5. If you authorized a WhatsApp connection

When someone connects a WhatsApp Business Account to Synergon, Meta issues us an access token tied to that person's Facebook account, and we store the Facebook user ID that Meta gives us. On request we revoke that token with Meta and delete both.

This removes yourauthorization. It does not delete the business's WhatsApp data. A business connection is usually relied on by other people at that business, so one individual's request does not destroy their service or their records: the business owner will need to re-authorize the connection to keep using WhatsApp through Synergon, and we will tell them so.

If you want the business's data erased as well, that request has to come from the business, under section 2.

6. Data we receive from Meta

Through Meta's WhatsApp Business Platform we receive WhatsApp Business Account details, business phone numbers, message content and delivery status, customer profile names, and the Facebook user ID of whoever authorized the connection. This data is covered by this policy on the same terms as everything else described here.

7. What we keep, and why

Deletion is not unlimited. These are the things that survive an erasure request, and the reason each one does.

Opt-outs. If you asked a business to stop messaging you, we keep that record permanently. Deleting it would allow you to be contacted again, which is the opposite of what you asked for. It holds only what is needed to honour the request.

Retention windows. Raw WhatsApp message payloads are deleted 30 days after they are processed. A payload that cannot be processed is kept until the underlying failure is resolved, because it is the only copy of an event we have not yet handled. Active account data is deleted 30 days after cancellation. Platform logs are kept for 12 months, security logs for 1 to 3 years, and backups are cycled every 60 days — so data may persist in backups for a short period after it has been deleted from our live systems.

Third-party processing. Delivering the service means sending some content to infrastructure and AI providers who process it on our behalf. Content handled by those providers is subject to their own retention periods, which we do not control. We do not use your data to train public AI models.

Records of the request itself. We keep a record that a deletion request was made and completed, so that we can demonstrate we honoured it.

Legal and financial records are kept where we are required to keep them.

8. Contact

Email: [email protected], subject "Data Deletion Request"
Address: Bangalore, India

See also our Privacy Policy and our Data Retention Policy.