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Handle GDPR data requests

Give a visitor a copy of their data, erase a contact and their conversations, request Pengo's DPA, and know what deleting your Pengo account removes.

Security & privacy 2 min read Updated
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When a visitor asks what you hold about them, or asks you to delete it, you can handle it from the Pengo dashboard. This article covers both, plus the data processing agreement and deleting your own Pengo account.

#Give a visitor a copy of their data

A visitor’s data in Pengo is their contact profile and their conversations. Export both.

#Export the contact

  1. Open Contacts and search for the person by name, email or phone.

  2. Select their row, then click Export and choose Selected (1).

You get a CSV file with the contact’s Name, Email, Phone, Company, City, Country, Website, Tags, Notes, Visits, Chats, First seen, Last seen, Lead status and Lead score.

The same person can show up as more than one contact, for example if they chatted from two devices. If their profile’s More actions menu offers to merge duplicates, for example Merge 1 duplicate…, merge them first so you export everything.

#Export their conversations

  1. Open the conversation in the inbox.

  2. Click More actions, then Export transcript.

  3. Choose Text or JSON and click Download, or choose Email, enter an address under Send to and click Send.

Repeat for each conversation. The Chats column in the contact export tells you how many there are.

#Erase a visitor’s data

  1. Open Contacts and click the person to open their profile.

  2. Click More actions, then Delete contact.

  3. Click Delete to confirm.

This permanently deletes the contact and their data, including their conversations and messages. To delete several contacts at once, select them in the list and click Delete in the selection bar.

To delete one conversation but keep the contact, open it in the inbox and choose More actions › Delete conversation.

To stop collecting some details in the first place, or to delete old conversations on a schedule, see privacy, consent and data retention.

#Request a data processing agreement

Go to Settings Security Compliance and click Request DPA. It opens an email to our sales team. For anything else about how Pengo itself handles personal data, read the privacy policy or email privacy@pengo.chat.

#Delete your Pengo account

Deleting your account is different from erasing one visitor. It removes your whole workspace: your websites and widgets, all conversation history, your team’s access and your API keys, and it cancels your subscription. It happens straight away and can’t be undone.

Before you delete, download anything you want to keep, using the exports above. Then follow the steps in change or cancel your plan. If you only want to stop paying, cancel your plan instead and keep your data.

Common questions

Does deleting a contact delete their conversations?

Yes. Deleting a contact permanently removes the contact and their data, including their conversations and messages. It can't be undone, so export anything you need to keep first.

Who can export or delete contacts?

Only the workspace owner can open Contacts, so only the owner can export or delete contacts.

Where do I send a request about Pengo's own handling of my data?

Email privacy@pengo.chat. Pengo's privacy policy lists the rights you can exercise and how.

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