Export and delete data
Download all workspace data, export or delete a single contact for a GDPR request, and delete conversations or the whole workspace.
Export the whole workspace
Go to Settings → Workspace → Data & export and click Download export. You get one JSON file with all data of the workspace:
- settings, teammates, teams and invites,
- contacts with their activity,
- conversations with all messages, and ratings,
- help center languages, categories and articles,
- saved replies, mailboxes, rules and saved filters,
- campaigns, recipients and templates,
- Trix settings and sources, and the AI providers (without keys),
- the activity log.
Passwords, API keys, the SMTP password and other credentials are not included. Uploaded files are referenced by their link, not packed into the file.
Only owners and admins can download the export. Each download is recorded in the activity log.
Export contacts as CSV
In Contacts, open More options and choose Export as CSV. You get a CSV of the contacts in the current view, with the filters you've set. To export only some, select them and click Export in the selection bar.
The CSV has these columns: id, name, email, phone, company, city, country, labels, languages, last_active, created_at, custom_data, marketing_consent, consent_at, consent_source, consent_text and unsubscribed.
Answer a GDPR request for one person
Access request. Open the contact and choose Export as CSV from the menu. That gives you the profile data. For the conversations, open each one from the contact's profile, or use the workspace export and search it for the contact's ID.
Deletion request. Open the contact and choose Delete contact. The contact and all their conversations, notes and data are deleted permanently. To delete several contacts, select them in the list and delete them together. Deleting contacts is for owners and admins only.
Deleting can't be undone. If you need the data for your records, export it first.
Delete all conversations
Under Settings → Workspace → Reset & delete, Delete all conversations removes every conversation, message and rating. Contacts, articles and settings stay. Only the owner can do this.
Delete the workspace
Delete workspace on the same page deletes the workspace with all contacts, conversations, articles, campaigns and settings. Type the workspace name to confirm. Only the owner can do this, and it can't be undone.
If you have a paid plan, the subscription is cancelled at the same time, and you're not charged again. If the cancellation fails, the workspace isn't deleted and you see an error. Try again a little later or write to [email protected].
Your personal account isn't deleted with a workspace. To have your account deleted, write to [email protected] from your account's email address.
Retention
On Free, the inbox shows conversations from the last 30 days, on Start the last year. Older conversations are hidden, not deleted, and show up again when you upgrade. To remove data for good, delete it as described above.