Data Retention and Deletion Policy

Last updated: 24 September 2026

This page explains what happens to data when you delete it in Andy Partner, what we keep, and how to ask us to erase the rest. It applies to customers of Andesphere Ltd. The Privacy Notice and the Data Processing Agreement give the full picture.

1. What you can delete in the app

• Conversations and documents. You can delete a conversation or a knowledge document in the app.
• Agents. When you delete an agent, it leaves your workspace at once. Seven days later we permanently delete it, with its documents, recordings, messages, leads and related records.
• Your account. You can delete your account in the app. If you share a workspace with other members, the app asks you to transfer it first.

2. What happens when you delete your account

• We delete your user record, plan and usage records and feedback posts, and remove your workspace memberships.
• Any paid subscription is set to cancel at the end of the current billing period.
• Workspaces you own alone are archived, and their API keys are revoked.
• Archived workspaces are not deleted automatically. Their agents, conversations, contacts, leads and documents stay stored until you ask us to erase them (section 3).
• Security log entries keep your email address, so we can investigate abuse.

3. Full erasure on request

To erase everything, email support@andesphere.com from the email address on your account. Tell us the account and, if you want a copy first, say so.

We verify that the request comes from the account owner. We then erase the archived workspaces and their agents, conversations, contacts, leads, documents and recordings, the remaining account records, and your sign-in and billing identities with our providers. We complete full erasure within 30 days of verifying your request. We tell you what we had to keep, if anything, and why.

4. What we keep

• Billing records that tax and accounting law requires us to keep. Stripe keeps its own payment records.
• Records needed to prevent fraud and abuse.
• Anonymised statistics that no longer identify anyone.
• Backups. Deleted data can stay in our providers' backups until the backup is overwritten or deleted.

5. What we delete automatically today

• Incoming channel event records (WhatsApp, Instagram, Slack): after 24 hours.
• Our records of emails we sent: after 7 days, or 28 days for emails that were never finalised.
• Deleted agents: 7 days after deletion, as described above.

Nothing else is deleted automatically. Conversations have no maximum age while their agent exists.

6. Meta, WhatsApp and Instagram data

• You can disconnect WhatsApp or Instagram from an agent in the app. Andy then stops using that connection.
• To erase the messages and contacts that came through those channels, delete the agent or ask us for full erasure (section 3).
• If you messaged a business that uses Andy, that business controls your data. Please ask that business first. If you write to us, we will pass your request to them.

7. Contact

For deletion, retention or privacy requests, email support@andesphere.com.