User data requests
Find, download or delete one person's conversations when they ask about their data.
Privacy laws such as the GDPR and the CCPA let people ask a company for a copy of their data, or for it to be deleted. When one of your users asks, you can handle the Skavelo part yourself in a minute.
Owners and admins open Settings and find User data requests, under Workspace.
Find the person
Choose User ID and enter the ID your site sends with Skavelo.identify, or choose Email and enter their email address. Skavelo searches every agent in the workspace and lists each conversation, with the agent, the date and the first question.
Email matches the address sent with Skavelo.identify, or one the person typed when asking to reach your team. Conversations from people your site didn't identify, and who never gave an email, can't be matched to them.
Only your workspace's conversations are searched. Another company using Skavelo can never see or delete yours, even for the same person.
Check what belongs to them
Every conversation found starts ticked. Any marked Not verified came from an identity your site didn't sign with identity verification, so anyone could have sent that user ID or email. Read those, and untick any that aren't this person's, so you don't send them someone else's messages. Turning on identity verification prevents this.
Download or delete
- Download their data saves a file with the ticked conversations: their questions, Skavelo's answers, walkthroughs shown, actions offered and their outcome, and the details your site sent about them. Send it to the person who asked.
- Delete their conversations removes the ticked conversations, with their messages and ratings, from every agent. It can't be undone. Emails already sent to your team, such as handoff emails, aren't affected.
The record of requests
Each download and deletion is listed under Requests handled, with how many conversations it covered, who handled it and when. The record doesn't keep who the request was about, so it holds no personal data itself.
What else Skavelo holds
Data a lookup read from your product isn't stored, so there's nothing more to delete there. If the person's details appear in your help docs or test account, remove them there and Skavelo forgets them on its next learning run.
For anything else, email hello@skavelo.com.