Under personal data protection laws, such as the General Data Protection Regulation (GDPR), contacts in WAX have the right to request the deletion of all their personal data.
In such cases, regulations may require you to permanently delete their record from your database, including message history, form submissions, and all associated engagement and activity data.
Two ways to delete a contact in WAX
Method 1: Manual deletion (one contact at a time)
To process an individual deletion request:
Go to Audience > Contacts
Search for the relevant contact
Check the box to the left of their name
Click the "..." at the end of the row
Select Delete
Confirm the deletion
What gets deleted when using Contact page
Deleting a contact from the Contact page removes from your account:
Their personal information (last name, first name, phone number, email address)
Their conversation history with your brand
Their marketing data (tags and attributes)
Their presence in lists and segments
Their contribution to performance statistics across all flows (delivery, read, interactions, purchase history)
But this data still exists in WAX database.
Method 2: Batch deletion via SFTP import
To handle deletions at scale in an automated and recurring way, you can set up a dedicated SFTP import.
Go to this page to access the configuration, and get assistance from your technical team if needed.
Depending on your setup, three scenarios are possible:
You already send us an
external_id: Theexternal_idcolumn is all you need in your SFTP file. This is the simplest and recommended method.
You don't send us an
external_idbut would like to: Start by updating all your existing WAX contacts by adding theexternal_idproperty, matching the identifier used in your CRM. That way, if a contact is anonymized in your CRM, theirexternal_idwill serve as the link to locate and delete them in WAX.
You don't send us an
external_idand don't plan to: The contact's phone number will be the only required information in your SFTP file but it needs to be put under theexternal_idcolumn in the SFTP import anyway.
⚠️ Avoir using your contact's personal information like name, first name or email as an external_id to stay RGPD compliant. |
What gets deleted when using SFTP
Regardless of the method used, deleting a contact permanently removes from WAX (including from our database):
Their personal information (last name, first name, phone number, email address)
Their conversation history with your brand
Their marketing data (tags and attributes)
Their contribution to performance statistics across all flows (delivery, read, interactions, purchase history)
Their presence is lists and segments
In short, all contact information and everything related to them is deleted.
⚠️ Contact deletion is irreversible. |