Privacy and data

The Privacy & Data tab is where you act on a customer's request to have their data erased, keep drafts away from senders you never want answered, and, if you are the owner, delete the workspace.

Open Settings → Privacy & Data. Owners and admins can use the tab, and the Danger zone section appears for the owner only. The tab stays open even after a trial ends, so you can always handle a privacy request.

Erasing a customer's data

Privacy requests erases one customer's data on request, for GDPR Article 17 and its equivalents.

1. Type the customer's email address.
2. Click Erase data.
3. Read the confirmation and click Erase.

Overdesk removes that customer's synced conversations and what it built from them: the drafts, triage results and guardrail decisions for those conversations, and the scoring of those drafts. It then reports how many conversations and related records it erased. Later syncs do not bring the erased conversations back. A record that you made the request is kept.

What erasure does not reach:

• Your help desk. Erasure covers what Overdesk stores, so the conversations themselves stay in your help desk until you delete them there.
• Reports and alerts. These age out on the retention schedule instead.
• Conversations indexed before an encryption-key rotation.

For the full picture, see Erasure and deletion requests and Data retention.

Excluded senders

Excluded senders lists addresses and domains that never get an AI draft or a follow-up nudge. Use it for no-reply, notification and marketing senders you don't want drafts for.

• An entry with an @ matches that exact address.
• A bare domain matches everything at that domain, including its subdomains.
• Capital letters make no difference.

Type an entry and click Add, then click Save. The list is not saved until you do. It holds up to 200 entries, and changes apply to the next incoming conversation.

Deleting the workspace

The owner can delete the whole workspace from Danger zone. Deleting it immediately and permanently removes every conversation, draft, report and team member, and cancels billing. There is no grace period and no export. The legal and audit record stays, including each erasure request made from the workspace: see Erasure and deletion requests.

1. Type your workspace's short name exactly as the box shows it.
2. Click Delete workspace.

Delete the Overdesk webhook in your help desk as well. Overdesk cannot remove it for you, and it would keep sending events to an address that no longer accepts them.

For how Overdesk handles customer data in general, see How customer data is handled and the privacy policy.