Handle data requests

Under Vietnam's personal data protection rules (Decree 13/2023/NĐ-CP), your customers can ask what data you hold about them, ask you to correct it, or ask you to delete it. For the data in your Ha Tang business, your business is the controller and Ha Tang is the processor: the request is addressed to you, and Ha Tang helps you answer it. This article shows where to find the data and what you can do yourself.

A customer asks what you hold about them

1. Find the customer in CRM → Customers, by name, phone number or email. Their profile shows their contact details, custom fields and conversations across every channel (Customer profiles).
2. To give them a copy, use Export CSV on the customer list, filtered to that customer (Import and export customers).
3. Check the other modules where they may appear: email contacts in Email → Audiences, payments in Payments → Payments, orders in Products → Orders.

A customer asks you to correct their data

Open their profile in CRM → Customers, edit the details and save. You need CRM: Work. If the same person appears twice, merge the profiles (Merge duplicate customers).

A customer asks to stop receiving messages

• Email: unsubscribe the contact in Email → Audiences, or let them use the unsubscribe link in your emails (Unsubscribe page).
• Zalo ZNS and campaigns: remove them from the lists you send to.

A customer asks you to delete their data

What you can delete yourself:

Delete one customer and their chat history

You need Manage access to CRM.

1. Open the customer in CRM → Customers. If the same person has several profiles, merge them first so nothing is left behind (Merge duplicate customers).
2. At the bottom right, under Delete customer, click Delete customer and chat history.
3. Read what will be deleted, type DELETE and click Delete permanently.

What happens:

• The name, email, phone and technical details of every identity of the customer are removed, the same as anonymising a visitor through the API. Their old widget sessions lose access.
• All their conversations are deleted, with the messages, ratings and attachments in them.
• The profile loses its contact details, custom fields, labels and notes, and leaves the customer list.
• Orders, tickets and the ZNS log are kept, because they can be records you must keep.

This cannot be undone. The customer's email contact, if any, is separate: remove it in Email → Audiences. For anything else, write to [email protected] from an owner's address, naming your business and the customer (name, phone, email or the Zalo or Facebook account they used), and we will help.

Remember that some records, such as invoices, may have to be kept by law even when a customer asks for deletion.

Requests about your own account

To see, correct, export or delete the data Ha Tang holds about you or your business, write to [email protected] from your account's email address. Our Privacy Policy describes the response times we commit to and what we must keep, such as billing records. You can also delete your account yourself, in Settings → Business settings → Account or in the Ha Tang app (Leave or delete a business).

Someone writes to Ha Tang directly

If one of your customers contacts Ha Tang to have their messages removed, our Privacy Policy explains how we handle it.