#Data Deletion Requests

6 min read
RoleAccess Level
Client AdminSubmit, cancel eligible requests, and view
Client ManagerNo section
Client StaffNo section

#Overview

The Data Deletion settings section allows Client Admins to request deletion of selected data held within the platform. Requests enter a review process after submission. You can track each request, review its status history, and cancel requests while they are still in Submitted or Under Review status. Client Managers and Client Staff do not have access to this section; there is no manager-facing or staff-facing deletion workflow in the current portal.

The section is not currently listed in the visible Settings navigation. Client Admins reach it by opening the direct route /settings?section=data-deletion; while the panel is open, the Settings navigation shows a "Viewing: Data Deletion" caption so you can still tell where you are. Client Managers and Client Staff who open that route are sent to the first Settings section allowed for their role instead, so the panel does not load for them.

The section is scoped to your signed-in organisation. Browser requests stay within the portal BFF routes; the portal server forwards the signed-in session's bearer token to aidial_api, and you do not need to enter or send an API key from the browser for this page.

#Prerequisites

  • You are signed in as a Client Admin.
  • Open the Data Deletion section directly at /settings?section=data-deletion. This section is not shown in the Settings sidebar, so use the direct route (or a saved link) to reach it.
  • Only Client Admins can open this section. Client Managers and Client Staff who follow the direct route are redirected to another Settings section they are allowed to see.

#Submitting a Deletion Request

  1. Open the Data Deletion section and select New Deletion Request.

Screenshot reference: data deletion submission form

  1. Select at least one data category: Recordings, Transcripts, or Analytics. You can also select All categories.

The portal checks the selected categories against your active requests and reports the result inline: a confirmation when nothing overlaps, a non-blocking warning naming the overlapping categories when something does, and a notice when the check could not be completed. None of these block submission — the server validates the request when you submit.

  1. Choose the request scope:
  • Date range requires a start date and end date. The start date cannot be after the end date, the end date cannot be in the future, and same-day ranges are allowed.
  • Entire tenant (all data) requests deletion across the organisation.
  1. Provide a justification. The portal requires 20 to 2,000 characters before the request can be submitted.
  2. Tick the acknowledgement that the deletion request cannot be undone once approved.
  3. If you are requesting deletion of all data for your entire organisation, a confirmation warning appears. Type DELETE ALL before proceeding.

Warning: Entire-tenant deletion requests affect all users and all data within your organisation. This action cannot be reversed once approved. Confirm only if you are certain.

  1. Select Submit Request. Your request enters the review queue and the portal shows the tracking ID returned for the request.

#Tracking Request Status

  1. Return to the Data Deletion section to see a list of all submitted requests, newest first, 20 per page.

Screenshot reference: data deletion request status list

  1. Use the status filter if you only want to see requests in a specific state. If the filter returns nothing, the panel offers a Clear filter action.
  2. Each request shows its tracking ID, submitted date, categories, scope, current status, and submitter. Status values are Submitted, Under Review, Approved, Denied, In Progress, Completed, Cancelled, or Partially Completed.
  3. Select any request to open the detail view and review the submitted details, justification, category results when available, cancellation details when applicable, and the full status history timeline.

Screenshot reference: data deletion request detail view with timeline

#Cancelling a Request

  1. Open the detail view for a request that is still in Submitted or Under Review status.
  2. Select Cancel Request. A confirmation panel appears.

Screenshot reference: cancellation confirmation panel

  1. Enter a cancellation reason of 10 to 500 characters.
  2. Confirm the cancellation. The request status updates to Cancelled.

Note: You can only cancel requests that are still Submitted or Under Review. If another user or service process has updated the request since you opened it, close and reopen the detail view before trying again.

#Access and Security

  • Client Admins can list, submit, view detail, and cancel eligible requests. The section is reached by the direct route /settings?section=data-deletion; it is not shown in the Settings sidebar.
  • Client Managers and Client Staff do not receive the Data Deletion section. Direct links resolve to the first allowed Settings section for that role before the Data Deletion panel can load.
  • Access is enforced server-side by the portal's own route handlers and again by the AiDial API, not by navigation visibility. Both return not found for roles other than Client Admin, so the direct route is checked on every request regardless of what the sidebar shows.
  • Submit and cancel actions require your signed-in session, pass route-level CSRF checks, and are scoped to your organisation. Submitting is limited to five new requests per hour for your organisation.
  • Out-of-scope request IDs are handled as not found, so request IDs cannot be used to enumerate another organisation's records.

#Common Issues

  • I cannot find the Data Deletion section. It is not listed in the Settings sidebar. Open it directly at /settings?section=data-deletion. Only Client Admins can open it.
  • I cannot submit a request. Only Client Admins can submit deletion requests. Make sure you have selected at least one category, provided valid dates when using a date range, entered a justification, and ticked the acknowledgement. If your organisation has already submitted five requests in the past hour, wait before trying again.
  • The entire-tenant request will not submit. Type DELETE ALL exactly when the confirmation panel asks for it.
  • A request will not open when I select it. The panel shows an error with a Retry action when the request detail cannot be loaded. Select Retry to load it again.
  • I want to cancel a request but the option is not available. Requests that have moved beyond Under Review cannot be cancelled from the portal. Contact your partner representative for assistance.
  • My request has been submitted for a long time. Deletion requests are reviewed before processing. If a request remains in Submitted or Under Review beyond the expected timeframe, contact your partner.
  • The section says deletion requests will be available soon. The portal shows this message instead of the request list when the AiDial API reports that the deletion-request service is not implemented in the connected environment. No action is needed on your side; contact your partner if you expected this to be active.