E-commerce
July 1, 2026
A customer may request the deletion of a conversation because it contains personal data, an error, a photo, a complaint, or simply because they do not wish the exchange to be kept.
The chatbot must respond seriously. It must not promise immediate deletion if there is a procedure, identity verification, or retention obligations. It must explain what can be deleted, what must be verified, and who will follow up.
This guide shows how to handle a conversation deletion request with an AI chatbot, without further exposing the customer's data.
Summary
Why is deleting a conversation sensitive?
A conversation can contain an order, an address, a photo, a proof, an exchange with an agent, or a request related to a dispute. Deleting it can therefore have an impact on support, compliance, or the follow-up of the file.
The chatbot must take the request seriously, but it must also avoid deleting or promising a deletion without verification. The customer must understand that this caution protects their data.
Deleting a conversation is not just a simple button. It is a data request that must be processed properly.
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Which requests should be recognized?
The customer may write: "delete this conversation", "erase my data", "I do not want this chat to be kept" or "remove the photo I sent". These formulations may target the complete conversation, an attachment, or personal data.
The bot must clarify the scope of the request. Deleting a message, an attachment, a complete history, or a customer account does not always follow the same process.
How to respond without exposing more data?
The chatbot must avoid repeating the sensitive information contained in the conversation. It can confirm the request in general terms: "I can guide you to the procedure for deleting this conversation."
It must then explain that verification may be necessary before processing, especially if the request concerns an account or an order.
How to explain the limits?
Some data may be retained temporarily for legal, security, billing, or dispute resolution purposes. The bot should explain this without getting bogged down in overly heavy legal jargon.
A useful phrase would be: "Some information may be retained if it is necessary for order follow-up or a legal obligation. The team will let you know what can be deleted."
How to manage identity?
Deletion must be requested by the data subject or by an authorized representative. The bot must therefore direct the user to a logged-in account, a verified email address, or a secure procedure.
It must not request sensitive documents in the chat if this channel is not designed for that purpose. Verification must remain proportionate to the request.
Which flow to follow?
The flow must prepare the request without treating it lightly.
Identify whether the customer wants to delete a message, an attachment, a conversation, or personal data.
Avoid repeating sensitive information in the response.
Explain that identity verification may be required.
Direct to the deletion procedure or the relevant team.
Forward requests related to a dispute, an order, or a customer account.
Which messages should be used?
For a simple request: "I can help you submit a request to delete this conversation."
For identity: "For security purposes, the team may need to verify that the request indeed comes from the person concerned."
For limitations: "Certain information may need to be retained according to applicable rules, but the team will confirm what can be deleted."
When to transfer?
Transfer is necessary if the request concerns personal data, a sensitive attachment, a dispute, an in-progress order, a customer account, or a formal request for the right to erasure.
The bot must transmit the type of deletion requested, the account concerned, the targeted conversation, and the minimum necessary context.
Which KPIs should be monitored?
Track deletion requests, affected attachments, processing times, requests rejected due to unverified identity, and privacy escalations.
These metrics show whether customers understand conversation retention or if they are discovering the topic too late.
Which mistakes should be avoided?
Avoid promising immediate deletion, requesting sensitive data again, repeating the content to be deleted, or refusing without explaining the request process.
The chatbot must assist with the request respectfully, securely, and clearly.
How can Qstomy help?
Qstomy can use the customer, order, and delivery context to provide clear answers, and then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without exposing unnecessary data or promising an unverified action.
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CONVDELbot Checklist (8 steps)
CONVDEL-MAP Sync #903: scope_copy dispute verify delete_sla
CONVDELBOT-SUP Policy: 6 SCOPE VERIFY NO-DELETE rules
8 bot_convdel_* intents: flow CDB-1 to CDB-8
4 TPL-CONVDELbot-* templates: SCOPE VERIFY DISPUTE ESCALATE
acctdel_reroute: account phrases to #824
escalate_agent handoff: context slots #155 to #903
Red team delete chat: scope no direct delete test
KPI Dashboard: convdel_bot_* section 9 + delta convdel_
FAQ
Difference with #903?
#903 = agents execute delete confirm. #904 = bot inform router.
Does the bot delete the chat?
No. NO-DELETE-WITHOUT-AGENT. Agent #903 CD-5.
Difference with #824?
#824 = account deletion. #904 = support conversation deletion.
Open dispute?
DISPUTE-NOTICE then handoff. Agent DISPUTE-BLOCKED #903 if blocked.
Going further
This week: activate detect_request, scope verify dispute templates, escalate handoff, measure convdel_bot_scope_informed_rate.
Enzo
July 1, 2026
