Data Deletion
Deleting a workspace
- The Owner emails [email protected] from the Google account address that owns the workspace, stating the name of the workspace to delete.
- We verify that the request really comes from the Owner, usually by replying to that email for confirmation.
- Once verified, the workspace data is deleted within 30 days, and we send a confirmation by email.
Deleting a workspace is permanent and can't be undone. Make sure you no longer need its data.
Disconnecting a WhatsApp number
In the app, open Manage → Channels and choose Log out or Delete on that number. At any time, you can also disconnect Onix from your phone: open WhatsApp → Linked devices → select the Onix device → Log out. Once disconnected, Onix no longer receives messages from that number. To delete that number's entire conversation history, send a request as described above, stating the workspace name and the number.
Disconnecting an email address
In the app, open Manage → Channels and choose Delete on that email address: Onix stops reading that mailbox and deletes its password. At any time, you can also revoke the App Password or change the password at your email provider. Onix never deletes email in your mailbox. To delete the email conversation history copied into Onix, send a request as described above, stating the workspace name and the email address.
Deleting a livechat or API channel
In the app, go to Manage → Channels and choose Delete channel on the livechat or API channel. Livechat: the embed code stops working and the widget no longer appears on your site (remove the code from your site too). API channel: the channel key is rejected right away and webhooks still waiting are cancelled. Its conversation history is archived; to delete it, send a request as above naming the workspace and the channel. Inactive livechat visitor sessions are deleted automatically after 90 days.
Deleting your personal account
Members other than the Owner can leave a workspace from the workspace name at the top left → Leave this workspace. To delete your Onix account entirely (your name, email, and photo from Google), send a request from your Google account's email address to [email protected]. If you own a workspace, that workspace is deleted along with your account. This request is also processed within 30 days after verification.
Customers of businesses that use Onix
If you've chatted with a business that uses Onix (on WhatsApp, by email, through livechat on its website, or through its app) and want your data deleted, contact that business: it controls your data and can delete your contact right in the app (Contacts → open the contact → Delete), which also removes all its conversations, messages, media, notes, and timeline, or ask us to delete it. You can also write to [email protected], and we'll pass your request on to the business concerned.
What gets deleted
- The workspace with its settings, members, roles, invitations, API keys, and notifications.
- Connected WhatsApp numbers: Onix logs out of the linked device and deletes the connection data.
- Connected email addresses: server settings and the mailbox password.
- Livechat & API channels: widget settings, visitor sessions, channel keys, webhook secrets, webhook delivery history, and channel icons.
- Conversations, messages, emails with their attachments, media, group data, copied WhatsApp labels, contacts, tickets, internal notes, and reply templates.
- Knowledge base articles with their embeddings, AI summaries, and AI usage records.
What is kept
Invoices and payment records (billing name and email, amount, date, status) are kept as financial records for as long as the law requires, and audit logs are kept as security records. Neither contains conversation content. Backup copies are removed as their retention period ends. Other retention rules are in the Privacy Policy.