Data deletion
Four ways data leaves Braid. Three of them you can do yourself, right now, without asking us.
Delete one customer's data
Who this is for: a business using Braid, acting on a request from one of its customers.
In Inbox, open the conversation and choose Delete this contact's data. It erases that customer's messages and their personal details — name, email, phone number, location — from the conversation. Nothing else in your workspace is touched.
This cannot be undone.
Delete your whole workspace
Who this is for: a business that wants everything gone.
Settings → Data & privacy → Delete workspace. It disconnects every channel immediately, and permanently erases conversations, contacts, knowledge and settings after 30 days. The delay is deliberate — it is the window in which an accidental or malicious deletion can be called off by writing to us.
Automatic deletion, on a schedule you set
Settings → Data & privacy → Conversation retention, anywhere from one month to ten years.
A daily job anonymises everything past the window: message bodies, drafts and handoff briefs are erased, and so are the names, emails and phone numbers of contacts with no conversation left inside it. Aggregate statistics survive so your reporting history stays intact; the personal data does not.
Shortening the window is a deletion, not a preference. Braid asks you to confirm, because putting the number back afterwards does not bring the data back.
Ask us
Who this is for: anyone — including a customer who messaged a business using Braid and would rather come to us directly.
Write to privacy@getbraid.ai with enough detail to identify the data: the workspace, and the phone number, email address or account the messages came from.
We respond within 30 days.
If you messaged a business that uses Braid, that business controls the data and we act on their instructions — so we will pass your request to them and follow it through. You do not need to work out which of us to ask; write to either.
Removing Braid's access to your Meta accounts
Deleting data and revoking access are different things, and you may want both.
WhatsApp — in Braid, Channels → Manage → Turn off WhatsApp. Delivery stops immediately. Your WhatsApp Business Account and number are unaffected and stay yours.
Instagram — in Braid, Channels → Manage → Turn off Instagram. You can also revoke Braid's access from Instagram itself, under Settings → Website permissions → Apps and websites.
Turning a channel off stops new messages arriving. It does not delete the conversations already in your workspace — use one of the four routes above for that.