Privacy — data export, account deletion, visitor GDPR

This page is where you do the destructive, regulator-facing things: download a copy of everything Wilow holds about your workspace, delete the workspace entirely, or fulfill a visitor's GDPR access/erasure request without contacting support.

Everything on this page is logged in your audit log.

Conversation retention

How many days to keep visitor transcripts before automatic deletion. Range 30–3650 (10 years). Default for new workspaces is "keep forever"; flip the toggle on and set a window to auto-purge.

What gets purged on the nightly run:

  • Conversations older than the retention window.
  • Attached message metadata (timestamps, model usage, citations).

What does not get purged by this setting:

  • Captured leads (those live until you delete them on the Leads page).
  • Aggregated usage / billing data (auditable for tax reasons).
  • Snippets, documents, settings (your configuration is permanent until you change it).

Shortening the retention window deletes existing data on the next purge run — there's no undo. If you're tightening for a compliance reason, request an export first.

For per-visitor erase requests, use the visitor section below directly — don't shorten retention just to fulfill a single request.

Export your workspace data

Click Request data export. We queue a background job, package every record we hold for your tenant — conversations, leads, snippets, documents, settings — into a single archive, and email a one-time download link to your account email.

The export is async because the archive can be large. Expect the email within a few minutes for small workspaces, longer for ones with months of conversation history.

Use this when:

  • A regulator (or an internal compliance review) asks for "everything you have on us".
  • You want a local archive before deleting the account.
  • You're migrating off Wilow.

Delete your account

Click Delete account, confirm your password, confirm again. We hard-delete:

  • Every conversation, lead, handoff, snippet, document, crawled page.
  • The workspace's API keys, webhook configs, team members, SSO config.
  • Subscription state in our database. (Stripe cancellation is your job — cancel in Billing first if you don't want a final invoice. See billing.)

What we keep:

  • Audit log retention required by law (this is a hash of the deletion event, not the workspace data).
  • Backups age out on the schedule documented in our DPA — see compliance.

Deletion logs you out immediately and the link becomes a 404. There's no undo and we can't restore from backup on request.

Do this only if you mean it. If you just want to pause, talk to us — we can downgrade to a frozen state that retains your data.

Visitor GDPR — export or erase per-visitor data

Below the workspace-level controls is the per-visitor section. When a visitor exercises their GDPR rights against you (their data controller — Wilow is the processor), use this to satisfy the request:

  • Export visitor data — paste their visitor ID (or conversation ID, or email if you have a captured lead) and we return the full record of conversations, leads, and metadata tied to that visitor.
  • Erase visitor data — same input, and we hard-delete the matching records. The confirmation tells you how many conversations were removed.

Both operations are workspace-scoped — they only touch records in your tenant. You can't reach into another tenant's visitors with this page.

Common questions

  • How do I delete my account? Account → Privacy → Delete account. Confirm your password.
  • Where's my export? Check the email tied to Account → Account. If it didn't arrive within an hour, check spam, then email us.
  • Can I undo a deletion? No. We hard-delete and the backups age out on the DPA schedule. If you might want the workspace back, do an export first.
  • GDPR — am I the controller or processor? You're the controller; Wilow is the processor. Our compliance page has the DPA that codifies this.
  • A visitor asked me to delete their data — what do I do? Use the per-visitor erase on this page. You're allowed to do it without involving support; the audit log keeps a record that you did.
  • Will deleting the account cancel my Stripe subscription? No, cancel in Billing first. Deleting only removes our records; the Stripe-side billing relationship is separate.

See also compliance for DPAs, processor relationship, and subprocessor list; audit log for the trail; billing for subscription cancellation.

Where to find us

Stuck? Email [email protected].