Data deletion

This page sets out exactly how data is deleted. It satisfies Meta’s Data Deletion Instructions requirement and is open to anyone.

There are three different deletions

They are not the same thing:

1. One customer’s data — for example, when a customer asks you to erase them.
2. The Instagram connection — we stop receiving new messages.
3. The whole account — organisation, agents, conversations, everything.

1. Delete one customer’s data

In the dashboard:

1. Open Customers.
2. Find the customer and open their card.
3. Press Delete data.
4. Confirm.

Deletion happens immediately. The customer’s name, phone number, Instagram identifier, and message text are removed from the database.

So that your statistics do not break, non-identifying records remain — the conversation date and the number of AI replies. They belong to nobody.

2. Disconnect Instagram

There are two ways and both work:

From the Dichat dashboard: Channels → Instagram → Disconnect.

From Instagram: in the Instagram app, Settings → Website permissions → Dichat.ai → Revoke access.

Either way we stop receiving new messages and delete the stored access token. Meta sends us a revocation callback, and we close the connection on it.

Conversations already collected stay in the dashboard — you can delete them separately.

3. Delete the whole account

In the dashboard: Settings → Account → Delete account.

Or write to privacy@dichat.ai from the email address associated with your account.

Deletion permanently destroys:

• The organisation and all of its settings
• AI agents, prompts, the knowledge base
• Every conversation and all customer data
• Instagram and CRM connections, along with their tokens
• The user profile

Timeline: within 30 days of the request, usually far sooner. Removal from backups completes inside the same window.

What remains, and why

Only the minimum the law requires:

• Payment records — for the period accounting and tax law requires. These are the fact, amount, and date of a payment.
• Audit log — for investigating security incidents, in non-identifying form.

Neither is used for marketing or analytics.

How to send a request

Email: privacy@dichat.ai

Include:

• The Telegram username or phone number your account is linked to
• The organisation name
• What should be deleted (one customer / the connection / the whole account)

We reply within 30 days and send written confirmation once it is done.

Questions

If a step does not work or is unclear, write to privacy@dichat.ai and we will carry it out by hand.

The full account of what is collected and how it is stored is on the Privacy Policy page.