Messago / Data deletion
Legal
User data deletion instructions
This page tells you how to have your personal data deleted from Messago, whether you messaged a business through WhatsApp or hold an account on the platform yourself.
Effective date · 9 August 2026 · Last updated · 9 August 2026
Start here
Two ways to ask, in the product or by email.
Business users
You hold an account on the Messago platform.
In the product. Open Settings, then Account, and choose Delete account. An admin can also remove any user from Settings › Users. Removal takes effect immediately.
By email. If you have lost access to the account, or you want the whole organisation’s data deleted, write to us using the route below.
Use the email route →The email route
Send one email and we will handle the rest.
Subject line: Data Deletion Request
messago@xylm.aiInclude all four of these, or we cannot verify the request:
- Your WhatsApp phone number in full international format, for example +919876543210
- The name of the business you were messaging, if you know it
- Your full name
- Confirmation that you own the number, or that you are authorised to act for the person who does
What happens next
Four steps, with dates attached.
01
Within 7 business days
We acknowledge
You get a reply confirming we have the request and naming the business it concerns.
02
Next
We verify
We confirm the number belongs to you, or that you are authorised to act for its owner. We may ask one follow-up question.
03
Within 21 days
We delete
The data listed below is removed from the live platform and from the business’s account.
04
On completion
We confirm in writing
You receive written confirmation stating what was deleted and the date it was done.
What gets deleted
- Conversation history, inbound and outbound
- The contact record, including profile name and phone number
- Session data captured by chatbot steps and fields mapped from external systems
- Membership of any campaign list, and per-recipient delivery status
- Media you sent or received: images, video and documents
Deletion does not unsend messages
Messages already delivered to a WhatsApp account stay on that person’s device and in their WhatsApp account. Deleting data from Messago removes our copy and the business’s copy; it cannot retract what WhatsApp has already delivered.
Questions
Write to us and a person will answer. For the full picture of what we hold and why, read the Privacy Policy.
messago@xylm.ai