Deleting your data

1. If you commented on or messaged a Page

Gotchu holds your comment or message only because the Page you wrote to uses Gotchu to answer people. There are two ways to have it removed, and the first is faster:

1. Ask the Page. Message the brand or agency that runs the Page. They control the data and can delete it from Gotchu themselves.
2. Or email us at support@gotchu.social. Put “Data deletion request” in the subject and tell us: the name of the Page, the name that appears on your comment or message, and either a link to the comment or roughly when you wrote it. That is enough for us to find every record we hold for you on that Page.

We delete it and email you to confirm, within 30 days and usually much sooner. We will not ask you for anything beyond what is needed to find the records, and we do not charge for this.

What gets deleted:

• The text of your comment or message as we stored it.
• The draft reply that was written in answer to it.
• What the system classified it as, and any note attached to it.
• Your display name and the identifier the platform gave us for you.

What we cannot delete for you:

• The comment where you posted it. That copy lives on Facebook, not with us. Only you or the Page can remove it there.
• A reply the Page already posted publicly. Removing that is up to the Page.
• The record that the Page replied to someone at a given time. This is the audit trail a brand has to keep to show what it published. After your deletion, it no longer holds your text, your name or your identifier.

2. If you run a Page connected to Gotchu

Disconnecting and deleting are two separate things, and you can do the first yourself immediately.

1. Cut off access. In your Facebook settings, open Settings & privacy → Settings → Business integrations, find Gotchu and remove it. Our access token stops working at that moment: we can no longer read a comment or post a reply on your Page. Nothing is deleted by this step — it stops the flow.
2. Export anything you want to keep. Every campaign’s audit trail and figures export as CSV from its report page inside Gotchu. Do this before asking for deletion; deletion cannot be undone.
3. Ask us to delete. Email support@gotchu.social from the address on your Gotchu account, naming the Page or Pages. We delete everything stored for them — comments, messages, drafts, classifications, escalations, the playbook and its versions, and the campaign’s report data — and email you to confirm, within 30 days.
4. To close the account entirely, say so in the same email. We delete the whole workspace: every client, campaign and Page under it, and the profiles of the people who signed in.

If your account has been inactive and you simply want us to stop, step 1 alone is enough — but the data stays until you ask for step 3.

3. How the request is handled

Deletion is carried out by a person, not by an automated endpoint. That is why we quote 30 days rather than promising it instantly: we would rather state the timeline we can meet. Every deletion is itself recorded — what was deleted, when, and on whose request — with none of the deleted content in that record.

What we hold and why is set out in our privacy policy. If a request reaches us that should really go to the Page that received your comment, we will action it for that Page and tell them, rather than sending you away.