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GDPR - Intercom chat and Facebook Messenger

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Guest user Created:   May 14, 2018 Last commented:   May 14, 2018

GDPR - Intercom chat and Facebook Messenger

For how long can save messages in Intercom and Facebook messenger from customers, potential customers etc. If it is only for statistical use? Should I delete them right away after I have ended a chat session or can I store them en an archive in X time?
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EU GDPR DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Andrei Hanganu May 14, 2018

Answer:

The general rule set up by article 6 of the EU GDPR - Lawfulness of processing (https://advisera.com/eugdpracademy/gdpr/lawfulness-of-processing/) is that personal data is not to be processed for longer than it is necessary for the purpose it was collected.

In your case you could set up a rule to delete data once the chat session is over or you can establish a retention period which should be reasonable maybe a few days after which the data should be either deleted or turned into anonymous data.

To learn more retention periods under EU GDPR check out our free “EU GDPR Foundations Course” https://training.advisera.com/se/eu-gdpr-foundations-course//
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ckofoed May 14, 2018
Thank you. It makes sense.
However, does Intercom still save the data in their database and is it my responsibility that they delete from their archives? E.g. Through a data processer agreement.
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Expert
Andrei Hanganu May 14, 2018
If you don’t have a signed agreement you need to check intercom's Privacy Notice/Privacy statement and see what their retention period is. However, if you have a signed commercial agreement you need to have a Data Processing Agreement in place with the processor also regulating the deletion of data from their archives.

To learn more about the EU GDPR check out our free “EU GDPR Foundations Course” https://training.advisera.com/se/eu-gdpr-foundations-course//
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May 14, 2018

May 14, 2018

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