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Data Deletion Instructions

Version 2026-09-11.2 · Last updated 11 September 2026

This page explains how to have personal data that ReplyOS® holds deleted. It applies to data received through any connected channel, including Facebook Messenger, Instagram, WhatsApp, SMS, email and webchat.

Who holds your data

ReplyOS® is operated by Reply Intelligence Group Ltd (Company No. 17040048), registered office Flat 14, 2, Stewart Court, Colnhurst Road, Watford, United Kingdom, WD17 4BW. We are registered with the Information Commissioner's Office under number ZC192287.

For most data on the platform we act as a data processor on behalf of the dental practice you contacted. That practice is the data controller.

If you are a patient or enquirer

If you messaged a dental practice and your message reached ReplyOS®, please contact that practice directly in the first instance. As the data controller, the practice can instruct us to delete your data and confirm the outcome to you.

If you cannot reach the practice, or would rather contact us directly, email hello@replyos.co.uk with the subject line "Data Deletion Request" and tell us:

  1. The name of the practice you contacted.
  2. The channel you used (for example WhatsApp, Instagram, Facebook Messenger) and the phone number or account name you messaged from.
  3. Roughly when you sent the message.

We will pass the request to the practice where required and confirm to you once deletion is complete.

If you are a ReplyOS® customer (a practice)

To delete data held in your ReplyOS® account:

  • Disconnect a channel. In the ReplyOS® console go to Channels → Social channels and click Disconnect on WhatsApp, Facebook Messenger or Instagram. This removes the access token and channel identifiers we hold for that connection.
  • Delete specific conversations or contacts. Email hello@replyos.co.uk with the subject line "Data Deletion Request" from the email address on the account, listing the conversations or contacts to remove. We will confirm once they are deleted.
  • Close your account. Email hello@replyos.co.uk with the subject line "Account Closure and Data Deletion" from the email address on the account. We will delete the account's data in line with the Data Processing Agreement.

Data received from Meta platforms

Where you connected a Facebook Page, Instagram business account or WhatsApp Business Account, ReplyOS® holds the access token, the Page, Instagram and WhatsApp Business Account identifiers, and the messages exchanged through that connection. Disconnecting the channel in ReplyOS®, or removing ReplyOS® from your Meta Business settings, stops all further access. Message history is deleted on request or when the account is closed.

Timescales

We acknowledge deletion requests within 48 hours and complete them within 30 days, in line with UK GDPR. Some records may be retained for a limited period where the law requires it, for example billing records. Backups are overwritten on a rolling schedule after live data is deleted.

Contact

Email: hello@replyos.co.uk

For full details of how we process personal data, see our Privacy Policy and Data Processing Agreement.