Data deletion instructions

September 7, 2026 · v2026-09.1

This page explains, step by step, how to request the deletion of personal data processed by Duologa — including data received through Meta products such as the WhatsApp Business Platform and Facebook Login for Business.

Data controller/processor: CONVERSAÇÕES INSTITUTO DE FACILITAÇÃO DE DIÁLOGOS LTDA, CNPJ 08.867.260/0001-70, R. Professor Alonso Ferraz, 81 — Ribeirão Preto/SP, Brazil, ZIP 14025-530.

This page supplements the Privacy Policy, which remains the reference document on retention periods (section 12), account termination (section 13) and data subject rights (section 14).

1. Who can request deletion

Any data subject may request deletion. In practice, requests come from three situations:

Subscriber: a professional or clinic with a Duologa account who wants to disconnect the WhatsApp line or close the account;
Patient or contact: someone who received or sent messages to a WhatsApp number operated by Duologa on behalf of a professional or clinic;
Visitor or business contact: someone who only signed up, requested support or got in touch.

2. What data Duologa receives from Meta

When a Subscriber connects their WhatsApp line, Duologa starts processing:

WhatsApp Business account identifiers: account ID (WABA), phone number ID and display number, business name;
the credential that authorizes Duologa to operate the line, stored encrypted;
the phone number or user identifier and profile name of whoever sends messages to the line;
the content of messages sent and received through the line and the delivery status of each one.

3. How to delete — step by step

Choose the path that matches your situation. Steps 3.1 and 3.2 are performed by the Subscriber inside the platform; 3.3 applies to patients and contacts.

3.1 Disconnect the WhatsApp line (Subscriber)

Sign in to Duologa with an administrator account.
Open Settings → Communication → WhatsApp.
Click "Disconnect" and confirm.

Immediate effect: Duologa deletes the WhatsApp Business account identifiers and the access credential, and stops sending and receiving messages through that number. The WhatsApp Business account and the number remain the Subscriber’s with Meta; nothing is deleted there.

The Subscriber may also revoke Duologa’s authorization directly in their business settings at Meta (Meta Business Suite or Business Manager), removing Duologa from connected apps and partners. Either path cuts off access.

Messages already exchanged remain in the Subscriber’s account as an operational record until the Subscriber closes the account (3.2) or requests specific deletion (4).

3.2 Close the Duologa account (Subscriber)

Before requesting closure, export what you need to keep in Subscription → My data (full JSON export).
Send the closure request to contato@conversacoes.com.br from the e-mail address of an account administrator, stating the name of the practice or clinic.
Duologa confirms the requester’s identity and replies within 15 days.

After closure:

the account stays in restricted mode during the export window, available for up to 90 days;
the data is deleted from active systems at the end of that window;
residual copies in backups are deleted or overwritten in the technical cycles, normally within 90 days;
data that the law requires to be kept (tax documents, access logs, clinical records subject to professional retention periods) is segregated, with restricted access, until the legal period ends.

3.3 Patient or WhatsApp contact

Messages exchanged with a professional’s or clinic’s line are processed by Duologa on behalf of that professional or clinic, who is the data controller and decides on deletion.

Request deletion directly from the professional or clinic you communicated with — this is the fastest path.
Alternatively, write to contato@conversacoes.com.br stating the phone number used and the name of the professional or clinic. Duologa forwards the request to the controller, provides the necessary technical support and tells you who is responsible.
To stop receiving messages, simply decline or withdraw the communication consent with the professional or clinic; new WhatsApp messages stop immediately.

4. Request by e-mail — what to include

Any deletion request may be sent to contato@conversacoes.com.br. To locate the data and confirm that the request is legitimate, include:

your name and a contact method for the reply;
the e-mail of the Duologa account or the phone number used on WhatsApp;
your relationship with Duologa: Subscriber, patient, contact or visitor;
what you want deleted: the whole account, the WhatsApp line, the messages of a number, a specific record.

Duologa may ask for identity confirmation before executing the deletion, so as not to delete third-party data by mistake. The reply is sent within 15 days, confirming what was deleted and what was retained under a legal obligation.

5. What is not deleted immediately

Some records must be kept even after the request, for the strictly necessary period and with restricted access:

tax and financial documents, for the period required by tax law;
application access logs, for the minimum period under the Brazilian Internet Civil Framework;
clinical records subject to professional retention periods, whose deletion depends on the responsible professional;
data needed to comply with a legal order, to defend a claim or to prevent fraud.

6. Contact

E-mail for deletion requests and other data subject rights: contato@conversacoes.com.br.

CONVERSAÇÕES INSTITUTO DE FACILITAÇÃO DE DIÁLOGOS LTDA — CNPJ 08.867.260/0001-70 — R. Professor Alonso Ferraz, 81 — Ribeirão Preto/SP, Brazil, ZIP 14025-530.

If you are not satisfied with the reply, you may petition the Brazilian National Data Protection Authority (ANPD).