When a user asks you to delete their data — under GDPR, CCPA, or your own privacy policy — HelpAlive removes it for you, keeps an audit record so you can prove it happened, and runs as a background job so even large customers complete in seconds.Documentation Index
Fetch the complete documentation index at: https://docs.helpalive.com/llms.txt
Use this file to discover all available pages before exploring further.
What gets deleted
- The user’s profile — display name, email, role, plan, and other traits you sent through
identify(). - The user’s activity — every event tied to their
userId. - Their conversations with the AI assistant — every message they sent and every reply.
- Their questions in the Topics inbox — removed from your team’s review queue.
- Any suppression flags for the user — cleared, since there’s no user left to suppress.
What’s kept
- The deletion record itself — when it ran, who triggered it, what was removed. Immutable, never deleted by later requests.
- Aggregate counts that can no longer be tied to the user — for example, the workspace’s total event count from before the deletion.
User-level vs workspace-level
| Scope | When to use |
|---|---|
| User | A single end user wants their data removed. |
| Workspace | A whole customer organization is offboarding — remove everyone in the workspace at once. |
How to delete a user’s data
From your dashboard:- Open Insight → Audience, find the user, and click Delete user data in the user detail panel. For a whole workspace, do the same from the workspace panel.
- Confirm in the dialog. You’ll be asked to re-authenticate if it’s been more than 15 minutes since you last logged in — protection against accidental deletion from an unlocked tab.
- The deletion runs in the background. Status appears in Settings → Privacy Management right away.
Job status
| State | What it means |
|---|---|
| Queued | Accepted, waiting to start. |
| Running | HelpAlive is removing the user’s data. |
| Complete | Everything deleted. |
| Failed | Something went wrong. The error is recorded; nothing partial is left behind. |
Audit trail
Every deletion writes a permanent record:- Who triggered it (the dashboard user).
- When it ran.
- What was removed (user or workspace, plus counts).
- Whether it completed or failed.
Lighter alternative: suppression
If a user wants you to stop processing their data without permanently deleting it, use suppression instead. It pauses recording for the user (or the whole workspace) and you can turn it back on any time.| Action | Effect | Reversible? |
|---|---|---|
| Suppress user | Stops recording activity for the user. Keeps existing data. | Yes |
| Suppress workspace | Same, for everyone in the workspace. | Yes |
| Delete | Removes everything for the user or workspace. | No |
Sensitive actions are protected
Deletion, API key regen, password change, and account delete all require recent authentication. After your last login you have a 15-minute window for these actions; after that, you’re prompted to re-authenticate. This protects against someone walking up to an unlocked dashboard and clicking the wrong button.Working with privacy platforms
If your team handles privacy requests through OneTrust, DataGrail, Transcend, or a similar tool, the typical flow is:- The platform receives the user’s request.
- Your privacy team reviews and approves.
- They click Delete user data in HelpAlive (or trigger it through the privacy API).
- The audit record ID gets attached to the upstream ticket as proof.
Data export
Self-serve exports of a user’s data — the other half of the right of access — are on the roadmap. Today, request an export through your account contact and we’ll generate one for you.Next steps
Privacy overview
What we collect, what we don’t, and where personal data is removed.
Configure consent
Pause tracking proactively, before a deletion request comes in.