CRM
Privacy and GDPR
Export a person's data, erase it for good, record their consent, and keep an audit trail of every request.
Contents: Who can use it · The Privacy menu · Export a person's data · Erase a person · Consent record · Privacy requests log · Example · FAQ
Who can use it
Each action has its own permission, so people only see what they may do:
- Export data: the privacy export permission
- Erase person: the privacy erase permission (usually administrators or a compliance officer)
- Consent record: the consent permission
- Privacy requests log: the privacy requests permission
If you hold none of them, the Privacy menu is not shown.
Where:
- The Privacy menu ("Personal data (GDPR)") is on the client page and the lead details panel.
- The log is at CRM → CRM settings → Privacy requests.
The Privacy menu on a client page.
The Privacy menu
| Item | What it does |
|---|---|
| Consent record | Opens the consent panel |
| Export data | Builds a file with all personal data held about the person |
| Erase person | Permanently replaces their personal data |
Export a person's data
- Open the client (or lead).
- Choose Privacy → Export data.
- "Preparing the export. The download opens when it is ready." The file downloads automatically. If it takes longer than usual you are told "You will get a notification when it is ready"; open the Privacy requests log and use Download when its status is Ready.
The export request is recorded in the log with who asked for it. Files are deleted after a while; the log then shows "File deleted".
Erase a person
Erasure cannot be undone. It is a two-step confirmation.
- Open the client or lead and choose Privacy → Erase person.
- Read the panel. Replaced or deleted: name, phone, email, address, custom fields, notes, ticket and chat text, message text, quote recipients, call numbers and recordings. Kept without the person: deals, quotes and their totals, tickets and their numbers, call rows for reports, and the consent record as proof.
- Type the person's full name to confirm ("Type {name} to confirm").
- Enter Your password.
- Enter a Reason, which is kept in the audit log, for example "Asked by email on 3 June".
- Click Erase permanently. "The erasure has started. You will be notified when it finishes."
The person is also added to the do-not-contact list so nobody messages them again.
Consent record
The Consent record panel shows, for each purpose and channel, whether consent is Granted, Withdrawn or Not recorded.
| Purposes | Meaning |
|---|---|
| Marketing | Offers, newsletters and sequences. Withdrawing stops them on that channel straight away |
| Transactional | Receipts, ticket updates and service messages |
Channels: Email, SMS, WhatsApp, Phone call. Use Grant or Withdraw per channel. A History list shows every change, newest first, including changes made by the system (for example an opt-out by SMS STOP).
Privacy requests log
CRM → CRM settings → Privacy requests lists every personal data export and erasure, for compliance. Filter by All requests, Export or Erase, and by status: Queued, Running, Ready, Completed, Needs attention, Failed, Expired. Each row shows "Requested by {name}", a Download link for exports, and Details with the reason.
Example scenario
A client, Mr Anwar, emails asking for all his data, then asks to be forgotten. The compliance officer opens his client page, chooses Export data, and sends him the file. Later she chooses Erase person, types his full name, enters her password and the reason "Asked by email on 3 June". The request shows in the log as Completed, and Mr Anwar is added to the do-not-contact list.
Tips
- Record consent when a client agrees to marketing; sequences and messages respect it.
- Do the export first, check it, then erase if asked.
- Erase is only available on clients and leads from their pages. Contacts in the PhoneBook have no Privacy menu at present (see Contacts).
Troubleshooting and FAQ
I do not see the Privacy menu. You lack all three permissions.
The "Erase permanently" button is disabled. The typed name must match exactly (case and extra spaces are ignored) and the password field must be filled.
Status "Needs attention". The erasure finished partly; open Details and contact your administrator.
The export link is gone. Expired files are deleted; run the export again.