Privacy Management at a glance
- Keep for sets how long we keep the words of your users’ chats and assists: 30 days to 2 years, with 1 year as the default.
- After that time the words are cleared. The counts, dates and outcomes stay.
- Stop tracking stops recording new activity for a tenant or person, and Resume tracking starts it again.
- Delete their data deletes their data for good; counts stay, without their name. It cannot be undone.
- History lists every privacy action across tenants and people, newest first.
How long chat and assist text is kept
Chat and assist text sets how long we keep the words of your users’ chats and assists after they go quiet. After that the words are cleared; the counts, dates and outcomes stay. The card also says: “We may use them, de-identified, to improve HelpAlive for all customers; write to us to opt out.” To opt out, write to support@helpalive.com.1
Pick a time
Under Keep for, choose 30 days, 90 days, 180 days, 1 year (the default) or 2 years.
2
Save
Press Save. A shorter time asks first: text older than it is cleared at the next daily clean-up and cannot be brought back. Press Shorten it to go ahead.
Tenants and People
Tenants lists each of your tenants, and People each signed-in user, with their Tracking state, Why it changed, Changed by and when. Search by tenant, user or email, and filter by Status (Active or Suppressed) and Scope. Acting on a tenant reaches all of its people.Stop tracking
Stop tracking means that HelpAlive stops recording new activity for them. What was recorded stays, and stays visible. For a tenant it asks first: Stop tracking, or Keep tracking to go back.Resume tracking
Resume tracking means that recording starts again for someone you stopped.Delete their data
1
Press Delete their data
On the tenant’s or person’s row, press Delete their data.
2
Give a reason
Fill in Why (required, kept in the history), for example “their admin asked us to”.
3
Confirm
Press Delete for good, or Keep it to go back.
Act on several at once
Tick rows, or the box that selects every row on the page, and choose Stop Tracking, Resume or Delete in the toolbar. Add a reason: optional for stop and resume, required for delete. Validate only (no writes) means that the action is checked without being run. Press Confirm, or Confirm delete. You can also act on one tenant or person from their drawer in Audience, under Privacy.History
History lists every privacy action across tenants and people, newest first, with who did it and why. Filter it by Actor email, Action and date.How to get a copy of someone’s data
To get a copy of a person’s data, write to support@helpalive.com.Check it works
After you stop tracking someone, their row shows Tracking stopped, and History has a Tracking stopped line with your email.Troubleshooting
- The row says “Deletion did not finish”. Run Delete their data again. If it keeps failing, write to support@helpalive.com.
- A batch action is grayed out. This is because Stop works only when every selected row is active, and Resume only when every selected row is stopped.
- You are asked for your password when saving the retention time. That is expected, because changing how long chat and assist text is kept is one of the actions that asks for your password again. See Your account.
Next
Data we collect
What HelpAlive records, and for how long.
Audience and Reports
Find a tenant or person.
Security
Keys, sessions and confirmations.