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Erase all of a customer's data

When a customer asks your business to delete everything it holds about them, use Erase all data. It permanently erases that person on every sender of your workspace that holds something of them, not only the sender you opened them from, including every other phone number or handle linked to the same customer.

Erase a customer's data

1. On the CRM page, open the customer's row.
2. In the Contact section, select Erase all data.
3. Type the customer's name exactly as shown (their phone number or handle when they have no name) and select Erase.

Yapper may first ask you to sign in again: erasing needs a sign-in within the last 15 minutes. Select Sign in again, sign in in the new tab, then come back and confirm.

The erasure runs in the background. The Contact section shows "Erasing all data..." until it finishes; then the customer disappears from the CRM and the Inbox for everyone on your team. Yapper keeps the request until the erasure is done, so you can leave the page:

• If the erasure is taking longer (for example, a reply to the customer was being written, or new messages kept arriving), Yapper says so and finishes it on its own within a day.
• If the customer wrote to a sender you can't access after you asked, Yapper erases nothing more and says so. Someone with access to that sender can erase the customer.

A reply that was waiting to go out to the customer when you erased them is not sent.

What is erased

• Every conversation with the customer on every sender, with its messages, ratings and files.
• Their contact details, notes, reports, report images and the values the assistant filled in for them.
• Their tasks, scheduled messages, follow-ups and broadcast results.
• Their opt-outs and other contact preferences (see contact-preferences).
• Any access you gave team members or groups to their conversations.

This cannot be undone. A message the customer sends afterwards starts a new, empty conversation, as with someone who has never written to you.

Because their opt-outs are erased too, Yapper no longer knows the customer asked not to be contacted. If you add them again later, for example in an import or a broadcast to their number, they receive your messages like any new customer. Keep them off your lists yourself if they asked you to stop.

Yapper keeps only records that no longer identify the customer, such as billing counts and statistics totals (see data-deletion).

Who can erase

Owners and Admins can erase a customer's data; other team members can only through a custom role that includes it (see team-roles). You also need access to everything of the customer that will be erased: every sender that holds their conversations, contact details or reports, and every one of their conversations. A team member limited to some senders or phases cannot erase a customer who also talks to senders or phases outside their access. Erasing is not available while support is signed in to your workspace on your behalf, and the Consultant cannot do it.

Erase all data or Delete

Delete, next to it, is narrower: it removes the customer from one sender and keeps the conversation history (see customer-details). Use Erase all data when the customer asks you to delete their data.