Data Deletion Instructions

Overview

This page is for client businesses that use Creware CallDesk through the customer portal at https://creware.tech/customer/login. You can disconnect WhatsApp, permanently delete an organization, or ask us to delete specific data.

If you are an individual who messaged or called a business that uses Creware CallDesk, please read the last section - your request needs to go to that business, not to us.

What data we hold

• Your user account: name, work email, role, and a bcrypt hash of your password.
• WhatsApp Business Account configuration: WABA and phone number identifiers, credentials issued by Meta, and your message template definitions.
• Conversation history: end-customer phone numbers and WhatsApp profile names, message content, media files, and delivery receipts.
• Where the same company also uses our staff calling tools: call records, recordings where enabled, transcripts, lead records, and agent notes.
• Security records: session history and an audit log of significant actions.

Option 1 - Disconnect your WhatsApp Business Account

You control our access to your WABA. Removing us stops new sending and receiving on your behalf. Historical messages stay in our systems until you complete Option 2.

• If WhatsApp is connected in the customer portal, an owner or admin can open Connections and choose Disconnect. That revokes the stored connection in Creware CallDesk. It does not by itself remove Creware from your Meta Business portfolio.
• To remove us as a connected app at Meta, go to business.facebook.com and sign in with the account that owns your Business Portfolio.
• Open Business Settings, then Accounts, then WhatsApp Accounts.
• Select your WhatsApp Business Account and open the Apps or Business Assets tab.
• Remove Creware from the list of connected apps or partners.

Option 2 - Permanently delete your organization

An active organization owner can open customer Settings and permanently delete the organization. Admins and members cannot perform this action.

• Enter the owner's current password and type the exact, case-sensitive organization name to confirm. The deletion is irreversible in the live system and signs the owner out.
• The transaction first clears locally stored WhatsApp and telephony credentials, then deletes dependent communications, calling, IVR, lead, campaign, consent, audit, session, onboarding, membership, organization, and unowned user records in dependency order.
• This action removes Creware's local records and credentials. It does not automatically revoke our access or delete assets in Meta, Twilio, or Plivo. Remove Creware or its connection separately in each provider dashboard.

Option 3 - Request deletion of specific stored data

Email archit@creware.tech from the email address registered on your account, with the subject line "Data deletion request". Use this route for a scoped request or if you cannot use owner deletion. The customer portal does not include in-product Delete chat or per-message delete controls.

• Include your business name as it appears on your account.
• Include the WhatsApp phone number or WABA identifier the request relates to, if you have one.
• State which categories you want deleted, such as conversation history.
• Tell us whether you would like an export of your data before it is deleted. We can provide it in a structured, machine-readable format at no charge.

What we delete, what we retain, and how long it takes

• We acknowledge your request and verify that it comes from someone authorised to make it. We may ask a follow-up question to confirm this - we do so to protect your account, not to delay the request.
• We complete verified deletion within 30 days and confirm in writing once it is done.
• Owner deletion removes the organization's live local records described above. For a verified scoped request, we delete the covered conversation history, message media, WhatsApp configuration, customer account data, call recordings, transcripts, or lead records.
• Deleted records remain in encrypted backups until those backups rotate out, within a further 35 days. They are not restored to live systems during that period except in a disaster recovery event, after which deletion is reapplied.
• We retain invoices, tax records and other documents for as long as the law requires, plus a minimal record that a deletion request was made and fulfilled.
• Local deletion does not send an automatic deletion or revocation request to Meta, Twilio, or Plivo. Data already delivered to those providers is subject to their own controls and retention policies; contact them or use their dashboards separately.

If you are an end customer

If you messaged or called a business that uses Creware CallDesk, that business decides what is collected and how long it is kept. Under data protection law they are the controller of your data and we act only on their instructions, so your request must go to them.

Contact the business you were speaking to and ask them to delete your record. If you cannot reach them, or you are not getting a response, write to archit@creware.tech with the business name and the phone number you messaged. We will identify the business and require them to act on your request. We cannot delete their records on our own initiative.

Questions and escalation

For anything about deletion or your other privacy rights, write to archit@creware.tech. Our full Privacy Policy is at https://creware.tech/privacy.

If you are not satisfied with our response, our grievance officer is Archit Soni. Write to archit@creware.tech, call +91 78294-13575, or write by post to Creware Technologies Private Limited, Flat No. O-508, Ittina Mahaveer Neeladri Vihar, Electronic City, Bengaluru, Karnataka 560100, India. You may also complain to the Data Protection Board of India or to your local data protection authority.