Data deletion
In effect since October 17, 2026
1. If you have an Avenza account
You can delete it yourself from the app, without writing to anyone and without waiting for approval. It is under Settings → Data and privacy → Delete account.
What exactly happens
Deletion is transactional: it either completes in full or nothing is applied. It is never left half done.
- Your profile, your email, your password, your open sessions, your Google sign-in identity, if you used one, and the phones you had registered for notifications are deleted.
- If you were the sole owner of a business, the entire business and everything associated with it is deleted: contacts, conversations, messages, loaded knowledge, assistant configuration and activity log.
- The WhatsApp channel credentials are erased from the encrypted store where they live, in that same operation.
- The raw messages WhatsApp sent us about your customers are deleted too, which contain their phone number, their name and the text.
If the business has other owners, the business continues to exist: what is deleted is your account and your membership of it.
What is not deleted
It is worth knowing before pressing the button, because there is no way back. What survives is the messages you wrote as an agent in businesses that still exist, their conversation assignments, your internal identifier in those businesses’ activity log, the authentication logs that include your IP address, and the backups: the infrastructure provider’s and Avenza’s own, which are encrypted and in which your data remains until those backups are deleted, once they are more than 90 days old. It is set out, with the reason for each case, in section 6 of the Privacy Notice.
2. If you are a customer of a business that uses Avenza
This is the case of someone who wrote over WhatsApp to a shop, a restaurant or a clinic, and finds out there was an automated assistant behind it. You have never had a relationship with Avenza and have no account to delete.
The controller of your data is the business you wrote to, not Avenza. Avenza processes it on their behalf. The natural route, and the fastest, is to go to that business directly.
You can also ask Avenza, and it is carried out. Write to [email protected] stating the name of the business you wrote to and the number you wrote from: without those two details your data cannot be located.
That request is received and carried out by a person at Avenza. There is no form, no button and no automated process, neither in the app nor on this website, and it is not immediate. Before it is carried out you will be asked to prove that you are the holder of that number, because no technical mechanism checks it on its own. The deadlines are those in section 3.
What is deleted
It is a single operation: it either applies in full or nothing is applied. Within the business your request refers to, it reaches all of this:
- your contact record and your channel identifiers;
- your conversations with that business and all their messages, including those written by the assistant or by the team;
- the assistant’s jobs and the outbound messages of those conversations, in any state;
- the activity events linked to you or to your conversations;
- your trace in the raw messages WhatsApp sent, in any state, including those that failed and were set aside. If one of those messages also involves other people, it is rewritten removing only what is yours; if not, it is deleted entirely. It is also deleted entirely if your number appears in some field we do not model, for example when another person replies to a message of yours.
Deleting your data does not affect other people’s conversations with that business.
It is a per-business deletion
The deletion is carried out in the business your request refers to. If you wrote to several businesses that use Avenza, each one is a separate request and a separate deletion: deleting in one does not touch anything in another, because each business is isolated from the rest.
How far it reaches
This deletion reaches what Avenza stores, and only that. Specifically, it does not reach:
- the messages you keep in your own WhatsApp, nor whatever Meta keeps on its own, which is governed by Meta’s policies;
- what was already sent to the artificial intelligence model provider to generate a reply at the time;
- copies the business downloaded from Avenza on its own, which are in its hands and not in ours;
- the encrypted backups Avenza takes of its whole database: your data may remain in them until those backups are deleted, once they are more than 90 days old, and after that it is gone from there too.
3. Deadlines
For ARCO rights requests addressed to Avenza as controller — that is, those of someone who has an account — the decision taken will be communicated within a maximum of twenty business days of receiving the request, and if it succeeds it will be given effect within the fifteen business days following. Both periods may be extended once by an equal period where the circumstances justify it, under article 31 of the Mexican Federal Law on Protection of Personal Data Held by Private Parties.
Account deletion from the app, by contrast, is immediate: it happens the moment you confirm it. Raw messages that have already been processed follow their own 30-day deadline, explained in section 6 of the Privacy Notice.
4. Requesting deletion has no way back
When an end customer’s data is deleted, their WhatsApp identifier is recorded on a suppression list. That is what stops the deletion undoing itself: without it, that person’s next message would recreate their record with their name and phone number.
That forces two admissions. The first, that in order never to store someone’s phone number again, their phone number has to be stored. The list keeps that number, the channel, the business and the date, and nothing else: no name, no notes, no messages.
The second, that today a suppression cannot be lifted. There is no way to undo it. If that person writes to that business again, their messages are discarded on arrival and the business does not see them in Avenza, even if they change their mind later. It is worth knowing before asking, not after.
5. Contact
All requests relating to personal data are handled at [email protected]. This is the personal data officer provided for in article 29 of the Law and Avenza’s only contact channel.
Avenza is a service operated by Ana Silvia Juarez Gutiérrez. For anything related to this page, write to [email protected].