Access and deletion: how to see and delete your data

This page explains, in practical terms, how to obtain a copy of your data or have it deleted, and what each route actually removes. Which section applies to you depends on your role:

• you chatted on another company's website through a reactive.chat widget: section 1;
• your company uses reactive.chat (owner or admin of a workspace): section 2;
• you work in a workspace as a member (agent) or viewer: section 3.

Section 4 covers backups, section 5 deadlines, verification and costs. The legal background is in the Privacy Policy.

Terms used here: the Operator ("we") is LW IT Solutions Company Lukas Wójcik, al. Tadeusza Kościuszki 80/82, lok. 301, 90-437 Łódź, Poland, contact@lukaswojcik.com. A Customer is the business that embeds the widget on its website. A Visitor is a person who uses the chat on a Customer's website.

1. Visitors of a Customer's website

1.1 Who decides about your data

If you chatted through a reactive.chat widget on another company's website, that company (our Customer) is the controller of your data. It decides whether the chat is offered, what is stored and for how long. We process the data only on the Customer's instructions under a data processing agreement (Art. 28 GDPR) and may not decide on your request ourselves.

There is one exception, and it is the fastest route: the Customer can switch on deletion inside the chat window. Where it has done so, it has instructed us in advance to carry out your request, and we do it without anybody having to look at it (section 1.2).

1.2 Delete the chat data yourself, in the chat window

The "Your data" view. Open the chat and choose "Your data". The view shows what the chat holds about this visit: the visitor identifier and the session identifier, every entry the widget keeps in your browser (with the place where it is kept: session storage or local storage), the page details the widget has passed to the chat, and the number and time span of your messages.

"Delete everything". Below that is the button "Delete everything". You click twice – the first click shows what will be deleted, the second confirms. The button is present unless the website operator has switched it off in its project settings.

Withdrawing consent. If the chat asked for your consent before you could write, the same view offers "Withdraw consent". Withdrawing ends the conversation and deletes the data of the visit in the same way as the button.

Writing it in the chat. A request to be forgotten needs no button. You can write it in your own words – "please delete all my data", "please forget me" and similar wordings in English, German or Polish. Our server compares your message with a fixed list of wordings; the AI assistant does not decide this, and the request is recognised even where the assistant is switched off or not answering. The list is deliberately narrow, so that a casual "forget what I said" does not delete a conversation. What happens next depends on the operator's setting:

• ask first (the setting every project starts with): the chat tells you what can be deleted here and what cannot, and asks you to confirm. Confirming leads to exactly the same deletion as the button; declining leaves everything as it is;
• delete at once: the chat tells you what is being deleted and deletes it;
• off: the chat does not react to such wordings. Your message stays in the conversation, the operator sees it, and the routes in sections 1.7 and 1.8 remain open to you.

If your wording is not on the list, nothing is lost either: the message stays in the conversation and the operator sees it.

1.3 How far a deletion reaches

A deletion always covers this visit: every conversation of the current browser session on this website. Whether it also covers your earlier visits depends on proof, not on what anybody claims:

• When the widget connects for the first time, our server issues a random visitor proof and the widget stores it next to the visitor identifier in your browser. If your browser presents that proof again later, the server knows that the identifier is really yours. A deletion then covers every conversation stored under that identifier on this website, all sessions belonging to it and the visitor record itself.
• Without the proof – because you cleared your browser data, use another browser or device, or because your conversations date from before the proof was introduced on 7 October 2026 – the deletion covers the current session only. This is a safeguard: an identifier alone can be read or guessed, and a stranger who knew yours must not be able to delete or see your conversations.

The text in the chat states which of the two scopes applies before you confirm. Each browser and each device has its own identifier; they are not linked, so each has to be deleted separately. The deletion applies to the website on which you make it, not to other websites that use reactive.chat.

Conversations you held through a messaging channel that the operator connected (for example WhatsApp, Telegram, Messenger, Instagram, SMS or e-mail) are not reached by the button in the web chat. Write your request in that channel or contact the operator (section 1.7).

1.4 Deleted or anonymised

The operator chooses in its project settings how a deletion is carried out:

• deleted: the conversations, their messages and everything linked to them are removed from the database;
• anonymised: the conversation record remains so that the operator's statistics do not change retroactively, but the message texts are replaced by a placeholder, form answers and translations are removed, and the visitor identifier, the rating comment, the browser identification, the country and the campaign and referrer details are cleared. AI requests made for the conversation lose their text and results, and quality ratings lose the AI's reason and the reference to the agent.

In both cases the attachments you sent are deleted.

1.5 What is removed

On our servers: the conversations within the scope described in section 1.3, their messages, attached files (including previews and text recognised in images), translations, form answers, the session records with browser identification, country and campaign details, the events of the visit, the copies in our fast intermediate store (Redis), a pending order of a transcript by e-mail, and the visitor record if no conversation of yours remains. Where the identity behind a messaging channel was confirmed, its link to the visitor record goes too.

The deletion also removes what is kept about this visitor outside the conversations: the counters, repetition locks and the returning-visitor marker of the operator's campaigns in the chat (stored as hashes), and, for a conversation through WhatsApp, the campaign contact with its deliveries. Channel message numbers, which can contain your telephone number, are deleted after 7 days in any case.

In your browser: the widget removes the entries it stored for this website, including the identifiers it keeps under MousePlayer's names (mp_). Two entries remain on purpose: a single marker meaning "do not track again" (rc_dnt) and the stored appearance of the chat on this website (rc_marke, with an expiry of one day); neither contains an identifier. If you withdraw consent through the website's own consent tool rather than in the chat window, the entries under MousePlayer's names (mp_) are not removed; they go when you delete the chat data.

Requests are queued and carried out by a background process that runs every minute; a deletion is normally complete within a few minutes.

1.6 What remains, and why

• Text of the pages you viewed. Where the operator uses the page content for the assistant, the text of a page is stored once per page and version, together with a counter over all visitors. It is not linked to you and cannot be separated by visitor; deleting it would remove other visitors' data. It is removed when the operator excludes the page or deletes the project.
• Blocks. If an agent blocked you for abuse, the block outlives the deletion – otherwise deleting would be the easiest way around it. A block is a decision about the connection, not information about you, and it ends when its period expires (at most 365 days).
• Opt-out from WhatsApp campaigns. If you had unsubscribed from the operator's WhatsApp campaigns with a stop word, a blocking note remains: a keyed hash of your number, without name or other details. It ensures that a later import of contacts by the operator cannot sign you up again. If you send the start word yourself, it is lifted.
• Questions the operator has adopted. If the operator has adopted a question you asked into its knowledge base or its test questions, it remains there as the operator's content and is not linked to you. Test questions pass through the PII scrubber before they are adopted.
• Record of your consent. If you gave consent in the chat, we must be able to demonstrate it (Art. 7(1) GDPR). The deletion strips the record of its personal reference: the session, visitor and conversation identifiers, the IP address and the browser identification are cleared. What remains is that consent to a particular wording was given or withdrawn on a particular day.
• Backups. Copies in backups disappear in the ordinary course of rotation, at the latest after 364 days (section 4).
• The operator's own systems. reactive.chat is only the chat on that website. Whatever the operator holds about you outside it – a customer account, orders, a newsletter, web analytics – we neither reach nor may touch. Use section 1.7 for that.

1.7 Ask the website operator

Send your request to the operator of the website on which you used the chat; the contact details are in its privacy policy or legal notice. The operator sees your conversations in its dashboard, with the visitor and session identifiers next to each one, can export its project data and can set how long conversations are kept. It must answer you within one month (Art. 12(3) GDPR). If the operator needs a particular conversation deleted outside the routes above, it asks us, and we carry out the deletion on its instruction (section 2.2).

1.8 If you write to us instead

If you write to contact@lukaswojcik.com, we forward your request to the Customer without undue delay, tell you to whom we forwarded it and assist the Customer in answering it. We do not decide on it ourselves, because that decision is not ours to make.

1.9 How to identify your conversation

Conversations are often anonymous; neither we nor the operator can find them by your name alone. Please give:

• the website (address) on which you used the chat;
• the visitor identifier and the session identifier shown in "Your data", if you can still open it in the same browser;
• the approximate date and time of the conversation;
• the name, e-mail address or telephone number you gave in the chat, if any.

Where none of these allows a conversation to be attributed to you, we and the operator cannot single it out from other visitors' conversations (Art. 11(2) GDPR). This is a consequence of collecting as little as possible about you, not a way of avoiding your request.

1.10 A copy of your data

Ask the operator. It can read and export the conversation. In the chat window the "Your data" view shows at any time what the chat holds about the current visit.

2. Customers (owners and admins of a workspace)

2.1 Conversations: a retention period per project

You decide how long conversations are kept. In the project settings you can set a period between 1 and 3650 days and choose whether expired conversations are deleted or anonymised (section 1.4). A daily run applies the period. A new project has no period: conversations are then kept until you delete them, the visitor deletes them, or the workspace is deleted. As the controller you set the period your own retention rules require.

Attachments that Visitors upload are, independently of that, deleted after 7 days on the free plan and after 90 days on paid plans (or after the period of an individual contract); the workspace's current plan applies. Orders imported from a connected shop are deleted 90 days after the import. On the Agency plan, entries of the read log (which team member opened which conversation) are deleted after 731 days at the latest, earlier together with the conversation.

You also decide in the project settings whether Visitors can delete their data themselves (button, withdrawal of consent, written request – section 1.2).

2.2 Single conversations

The dashboard has no function to delete a single conversation. If you need one deleted – for example to answer a Visitor's request that cannot be handled through the chat window – write to contact@lukaswojcik.com from the address of an owner or admin and name the project and the conversation (identifier, date). We carry out the deletion on your instruction as your processor and confirm it.

2.3 Projects

You can archive a project in the dashboard. An archived project stops answering in the chat, but its data stays stored. To have a project deleted, write to us from the address of an owner or admin. We schedule the deletion with a grace period of 30 days, or carry it out at once if you ask for that. With the project go its conversations, messages and attachments, its knowledge base (including uploaded files and the stored page texts), its settings, statistics and campaign data, and the consent records of its visitors.

2.4 Workspaces

The owner can delete a workspace in the workspace settings. The deletion starts a grace period of 30 days, during which the owner can cancel it. When it ends, the workspace and all its projects with all their data – including the consent records of visitors and the company logo – are erased, and all team members lose access.

While a paid subscription is running, the deletion cannot be requested. Cancel the subscription first under Billing. If a subscription is running again on the day of deletion, the workspace is not deleted until it has been cancelled. The Terms of Service govern what happens to fees already paid.

2.5 Your account

Yourself, in the dashboard. Sign in and open Account → Delete account. Confirm with your password and, if two-factor sign-in is switched on, a code from your authenticator app or a recovery code. Before you confirm, the page shows what will happen to each workspace you belong to.

• When it is not yet possible: while you are the last owner of a workspace that has other members – transfer or delete that workspace first – and while a paid subscription runs that you own or pay for; cancel it first under Billing.
• Immediately: your account is locked and you are signed out on all devices; links sent to you earlier (address confirmation, password reset) stop working. You leave every workspace that has other members; it remains for them. Workspaces in which you are the only member are scheduled for deletion on the same day as your account.
• If you change your mind: within the 30 days, write to contact@lukaswojcik.com from your account's e-mail address and we restore the account. Memberships that have ended do not come back; you can be invited again. Workspaces scheduled for deletion stay scheduled; once your account is restored, you can cancel their deletion yourself.
• After 30 days the account is deleted for good: name, e-mail address, password, two-factor data, devices and sessions, login history, the record of your acceptance of the Terms and the Data Processing Agreement, push subscriptions, feedback and support requests made from the account. With it go the workspaces in which you were the only member, with all their data.

By e-mail. Alternatively write from the owner's registered e-mail address to contact@lukaswojcik.com with the subject "Account deletion". We confirm receipt, verify that the request comes from the owner, and then proceed exactly as above.

2.6 The end of a subscription does not delete anything

When a paid subscription ends – because you cancelled it or because payment stopped – the workspace returns to the free plan. Nothing is deleted, also not projects above the free plan's limits; only the free plan's limits apply from then on (for example the shorter retention of attachments). Data is deleted only through the routes in sections 2.1 to 2.5. If you no longer want to use the Service, delete the workspace or the account, and remove the widget script from your website.

2.7 What remains after a deletion

We state this completely, including what we are still working on:

• Invoices and billing records (invoice data, VAT number, Stripe customer and invoice identifiers, the notifications received from Stripe) are kept at least for the period Polish tax law requires: five years from the end of the calendar year in which the tax obligation arose. They are used for nothing else. Automatic deletion after that period is not yet in place.
• Support requests sent without an account, until 365 days after their arrival or our last work on them, and the record that a workspace or account was deleted (without names).
• Deletion journal: for 400 days, an entry recording that a deletion was carried out – its kind, the identifiers concerned, the mode and the time, without content, names, e-mail addresses or IP addresses – so that the deletion can be carried out again if a backup has to be restored (section 4).
• Logs: access logs of the web server (at most 15 days); the system journal of the server, which also receives the output of the chat server including IP addresses and is limited by size (500 MB), not by time; and the logs of our background processes, which are at present neither rotated nor deleted after a fixed period.
• Backups, as set out in section 4.

2.8 Copies of your data

• Project export. Under Workspace → Export owners and admins download, per project, the project's data as JSON or as a ZIP archive of CSV files: conversations and messages, Visitor records and traits, sessions and events, the AI log, read log, ratings and quality reviews, callbacks and call logs, channel identities and e-mail threads, campaigns, canned responses, help articles, the knowledge base (document details, the crawled text, corrections, product data), the project settings and the list of roles in the workspace. The ZIP archive also contains the attached files, up to 2 GiB; the JSON export lists their details only.
• Not in the export: the original files uploaded to the knowledge base, the names and e-mail addresses of team members (the role list carries identifiers and roles only), the workspace's master data (name, plan), and credentials (API keys, access data of integrations and channels), which are never exported. Write to contact@lukaswojcik.com for the first three; we deliver within 30 days, normally sooner.
• Further exports in the dashboard: audit log (CSV), AI log (CSV, JSON), reports (CSV), A/B test results (CSV), read log (Agency plan), invoices (PDF).
• There is no export per individual Visitor. To answer a Visitor's request for access, read the conversation in the dashboard or use the project export.

The same exports serve a switch to another provider: see Data Act information.

3. Team members (admins, members and viewers)

Leaving a workspace. Your access was created on the invitation of the workspace's owner or an admin. Ask them to remove you; they can do so in the dashboard.

A copy of your data. Sign in, open Account → Data and choose "Download my account data". The JSON file contains your account data, memberships and roles, feedback, support requests, the records of your acceptance of legal documents, sign-ins, invoices, your activity log and the read-log entries about you, without the password hash or other credentials; at most 5 downloads per hour. You can also ask for the copy at contact@lukaswojcik.com from your account's e-mail address.

Deleting your account works as in section 2.5. You can also write to us at contact@lukaswojcik.com, for example if you cannot sign in; we verify the request and answer within one month.

What stays with the Customer. Entries in the workspace's audit log that record your actions – including your sign-ins through single sign-on and the calls of MCP tools made with keys you created – are part of the Customer's records. They contain your account identifier and the IP address and keep both after your account is deleted. The Customer can set a period of 90, 180, 365 or 730 days for them; without a setting they are kept until the workspace is deleted. Your sign-in history that belongs to no workspace (sign-ins and failed attempts, with IP address) is deleted after 90 days, at the latest with your account; the link to your account at the workspace's identity provider is deleted with your account. Failed sign-ins with an e-mail address for which no account exists, and blocks of IP addresses, belong to no account; they are recorded with the full IP address and deleted after 90 days. On the Agency plan the workspace keeps a read log of who opened which conversation; each entry is deleted after 731 days at the latest, earlier with the conversation, project or workspace, and stays without a reference to you once your account is deleted. Where the owner shows agents under pseudonyms in evaluations, the assignment of your pseudonym is kept per workspace.

4. Backups

Deleted data does not disappear from backups at the same moment. There are two kinds:

• System backup, made daily at 03:00: a copy of all databases and of the files of the server, encrypted on our server before it leaves it (the keys stay on our server) and stored with Google Cloud Storage in the region europe-central2 (Warsaw). Daily copies are kept for 7 days and one weekly copy for 364 days. A local copy of the same backup is held on a disk attached to the server for about 8 days.
• Database backup of reactive.chat, made daily at 03:05 on the server itself and kept for 30 days.

Data deleted from the live system therefore remains in backups for at most 364 days and then disappears with the rotation. We do not delete selectively from backups; they are used only to restore the Service after a failure. If we have to restore a backup, we will apply again, before the Service returns to operation, the deletions carried out since the backup was made: since 16 October 2026 each deletion of chat data by a visitor and each deletion of a workspace, project or account is recorded in the deletion journal (section 2.7) when it is carried out. Two limits remain: a deletion that was requested after the backup was made but was still in its 30-day waiting period is not yet recorded and has to be requested again; and if our server itself were lost, the journal is only as recent as the latest backup, so deletions of up to the last 24 hours could not be applied again.

5. Deadlines, verification and costs

• We answer requests within one month of receipt (Art. 12(3) GDPR). If a request is unusually complex, we may extend this by up to two further months and tell you why within the first month.
• Deletions in the chat window are carried out within minutes; deletions of accounts and workspaces after the 30-day grace period; other deletions we carry out on request within one month.
• We verify identity only as far as necessary: Customers and team members write from the registered e-mail address; Visitors give the details in section 1.9.
• Requests are free of charge.
• If you believe that we or a Customer handled your request incorrectly, you can lodge a complaint with the President of the Personal Data Protection Office (Prezes UODO), ul. Stawki 2, 00-193 Warsaw, Poland, or with the supervisory authority of your habitual residence.

This document is drawn up in English. Translations into German (/de/p/auskunft-und-loeschung) and Polish (/pl/p/dostep-i-usuwanie-danych) are provided for convenience; the English version prevails.

Version 2.3 replaces version 2.2 of 12 October 2026. Corrected: consent records of visitors deleted with the project (2.3) and, together with the company logo, with the workspace (2.4, 2.7); no deletion of a workspace while a paid subscription is running (2.4); support requests without an account deleted after 365 days (2.7); sign-in history and failed sign-ins without an account deleted after 90 days (3). Supplemented on 16 October 2026: deletion journal (2.7) and re-applying deletions after a restore, with its limits (4).

Version 2.2 replaces version 2.1 of 11 October 2026. Corrected: browser entries removed and kept by a deletion (1.5); period of the read log on the Agency plan (2.1); logs of the server (2.7); failed sign-ins without an account and blocks of IP addresses (3).

Version 2.1 replaces version 2.0 of 11 October 2026. Changed: anonymisation also empties the AI's reason in quality ratings (1.4); campaign counters and WhatsApp contacts are removed by a deletion (1.5); blocking note after a WhatsApp opt-out and questions adopted by the operator (1.6); audit-log entries, SSO link and pseudonyms of team members (3).

Version 2.3 – effective 16 October 2026.