How do I delete a contact, or handle a request to delete someone's data?

Deleting a contact is also how you act on a customer's request to have their data deleted. Delete moves the contact and their chats to Deleted customers, where they wait 30 days before being erased for good, and you can restore them any time until then. Any staff member, admin or advisor, can delete and restore.

Delete one contact

1. Open the contact, or find their row in your Contacts list. In the inbox and in Workspace, a Delete icon sits right under their name, next to Edit, so you do not need to open a menu first.
2. Click Delete, the trash icon on their row, the Delete button on their own page, or the Delete icon under their name in the inbox or Workspace.
3. Confirm. The message says their chats go with them and that you can restore them from Deleted customers for 30 days.

A "Customer deleted" message then appears with an Undo button. Click Undo to bring the customer straight back. If you miss it, use Deleted customers (below). Every staff member sees Delete, wherever it appears, not just admins.

Deleted customers

On your Contacts page, open the Deleted customers tab. It lists every deleted customer with how many days they have left, and the chats deleted with them wait there too. You can do two things with a row:

1. Restore. Any staff member can do this. The customer comes back to your Contacts list with the chats that were deleted with them. A chat someone deleted separately earlier stays in Trash.
2. Delete forever. Only an admin sees this. It erases the customer and their chats right away, and that cannot be undone.

While a customer is in Deleted customers they do not appear in your Contacts list, you cannot message them or change their details, even from a screen a teammate still had open, and broadcasts skip them. Reports and your dashboard do not count them. If they text or message you first, they come back on their own, with a note saying why. A customer you blocked does not: their message is dropped and they stay in Deleted customers.

After 30 days, Peakify erases the customer for good during its nightly clean-up. That erases the same things as Delete forever: their contact details, chats, messages, notes, tasks, payment requests and consent records, the files they uploaded, and their call recordings from our voice provider on a best-effort basis.

Delete several at once

1. On your Contacts list, tick the checkbox next to each contact you want to remove.
2. In the toolbar that appears, click Delete.
3. Confirm. Any contact that does not belong to your organization, for example one already deleted by someone else, is skipped and reported in the summary. The rest go to Deleted customers the same way as a single delete, with 30 days to restore them. There is no Undo button for a batch; restore each one from the Deleted customers tab.

Handling a request to delete someone's data

When a customer asks you to delete everything you hold about them, deleting their contact record is how you do it. For an erasure request, an admin should open Deleted customers and choose Delete forever, so it is done now rather than in 30 days. It removes their contact details, their conversation and message history and their notes, deletes the files they uploaded, and erases their call recordings from our voice provider, not just from your account, on a best-effort basis. This is how you act on an individual's erasure request under privacy law such as PIPEDA or Quebec's Law 25.

This is different from closing your whole Peakify account. If your business itself wants everything deleted, that is a separate request under Settings, then Data & privacy, and it removes your organization's entire account, not just one contact.

If you would rather not delete outright

For a spam contact, block them instead of deleting. Open the inbox or their record in Workspace, open the More menu, and choose Block as spam. It stops their messages, cancels their open tasks, stops any automatic email or text waiting to go to them and closes their open conversation, but keeps the number or address on file, so if they contact you again it is recognized as the same blocked contact rather than starting over as someone new. Their journey is paused too: no new stage opens for them while they are blocked. Anyone who can use the inbox can block a contact, not only admins.

Deleting erases the contact for good once its 30 days in Deleted customers are up; blocking keeps the record but stops it reaching you. You can unblock a contact at any time, but unblocking does not bring back the tasks or the conversation the block cancelled. Within a day of unblocking, their journey carries on from the next stage. That can send them any automatic email or text set to go out when a customer reaches that stage, so only unblock a contact you are happy to message again.

If a request raises anything you are not sure how to handle, chat with us and we will help you get it right.