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Data Deletion

How to request deletion of your personal data

1. Purpose

This page describes how users of the Sappi platform (and their contacts) can request deletion of their data, including data obtained through Meta integrations (Facebook, Instagram, WhatsApp). This page is provided in compliance with Meta's platform requirements.

Throughout this page:

  • "User" refers to Sappi's client — the business subscribing to the platform.
  • "Contact" refers to a User's client — the end-consumer who interacts through communication channels managed via Sappi.

2. For Users (Sappi Clients)

If you are a User of the Sappi platform and wish to delete your account and associated data:

Via email: Send a deletion request to privacy@sappiai.com from the email address associated with your Sappi account. Account deletion is not currently available as a self-service option in the Sappi dashboard; our team processes each request.

When we process your request, we:

  • Cancel any active Sappi subscription immediately
  • Release your Sappi phone numbers and delete your AI voice agents
  • Delete the recording and transcript of each of your calls at our voice provider, Retell AI
  • Disconnect your Messenger, Instagram and WhatsApp channels at Meta and delete their access tokens
  • Delete the files stored for your account, such as knowledge base documents, message attachments, exported reports, profile pictures and logos
  • Delete your account and the data stored with it in Sappi, including account information (name, email, company details), contacts, conversation and call history (including call transcripts and summaries), appointments, business configuration, integration tokens, and usage data

3. For Contacts (Users' Clients)

If you are a Contact — someone who communicated with a business through a channel managed by Sappi — and you wish to have your data deleted:

  1. Contact the business directly: First, reach out to the User (business) you communicated with. They are the data controller for your information, and they can delete your contact record from their Sappi account or ask us to delete your data. Deleting a contact record also deletes your conversations, calls (including their recordings at our voice provider), appointments, the files exchanged in those conversations and your profile picture.
  2. Contact NovoAIGen: If you are unable to reach the business, you may email us directly at privacy@sappiai.com. We will facilitate the deletion request on your behalf.

4. Meta-Specific Data Deletion

If you logged into or interacted with a service via Facebook, Instagram, or WhatsApp that uses Sappi, you can request deletion of data obtained through these Meta integrations:

Remove Sappi from Your Facebook Settings

  1. Go to your Facebook Settings & Privacy > Settings.
  2. Navigate to Apps and Websites.
  3. Find "Sappi" in your active apps list.
  4. Click Remove to revoke Sappi's access to your Facebook data.

Submit a Direct Deletion Request

In addition to removing the app from Facebook, you can submit a direct data deletion request to NovoAIGen by emailing privacy@sappiai.com. Please include:

  • Your name
  • The email address or phone number associated with your interaction
  • The platform through which you interacted (Facebook, Instagram, or WhatsApp)
  • A description of the data you want deleted

We will provide a confirmation once the deletion is complete.

5. How to Submit a Deletion Request

To submit a data deletion request:

Please include the following information in your request:

  • Your full name
  • The email address associated with your account or interaction
  • A description of the data you wish to have deleted
  • Whether you are a User (Sappi client) or a Contact (end-consumer)

Response Timeline

  • Acknowledgment: Within 5 business days of receiving your request.
  • Deletion completion: Within 30 days of acknowledgment.

6. What Gets Deleted

When a deletion request is processed, the following data is removed:

  • Account information and profile data
  • Communication history processed through Sappi
  • Integration tokens and credentials
  • Analytics and usage data associated with the account
  • Knowledge base documents and business configuration data
  • Embedding data and AI-processed metadata

7. What May Be Retained

Certain data may be retained after a deletion request in the following circumstances:

  • Legal requirements: Data required by law to be retained (e.g., tax records, billing history, legal obligations).
  • Anonymized data: Aggregated or anonymized data that cannot identify individuals may be retained for service improvement and analytics purposes.
  • Backup copies: Data in backup systems will be deleted within 90 days of the primary deletion.
  • Data held by other services: Records that other services keep under their own terms are not affected, such as payment records at Stripe, messages in the Meta apps, and events already added to your Google Calendar. Removing your Google account's authorization for Sappi is done from your Google account settings.

8. Contact for Questions

If you have questions regarding data deletion or our data practices:

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