Data deletion

This page explains how to have personal data deleted from Homni.Channel, the WhatsApp guest-messaging service provided by Soulasia. It applies to operators who use the service and to guests who have messaged an operator's WhatsApp number.

If you are a guest

The property you messaged controls the data in your conversation, so it decides on your request. You can ask the property directly, or write to us and we will pass your request to it and carry out the deletion on its instruction. If you messaged one of Soulasia's own properties, we handle the request ourselves.

Please include:

• the WhatsApp phone number you messaged from, with country code;
• the name of the property you messaged, or its WhatsApp number;
• whether you want everything deleted or only certain messages or files.

We may send a WhatsApp message to that number, or ask you to send one, to confirm the request comes from its owner.

If you are an operator

Write from the email address of an admin on your account. Please include:

• your business name and the WhatsApp Business number connected to Homni.Channel;
• what to delete: one guest's conversation (give the guest's phone number), a staff user, or your whole account.

Your admins can also remove a staff user themselves, in the portal's user settings.

What is deleted

For one guest

• the conversation: every message, photo and file, in both directions, with its summaries and translations;
• the guest's phone number and name as held in Homni.Channel;
• housekeeping tasks raised from the conversation;
• copies of the guest's questions in the retrieval-measurement log;
• knowledge-base correction drafts and test cases made from the conversation, where they carry the guest's phone number or quote the guest's messages;
• technical records that carry the phone number: logs of AI requests, booking verification attempts and automatic message sends;
• the link between that phone number and a reservation, with the limit described below.

For a whole operator account

• all guest conversations and the items listed above;
• the knowledge base, building and unit records;
• staff users and their sign-in details;
• the stored access keys for the connected WhatsApp Business account and Cloudbeds.

The link to a reservation

The link between a phone number and a reservation is not typed into Homni.Channel. It is copied from the operator's Cloudbeds account and refreshed from it. We delete our copy on request, but it reappears while the reservation in Cloudbeds still carries that phone number. To remove it for good, the operator removes or changes the phone number on the reservation in Cloudbeds.

What we cannot delete

• The audit log. It is built so that entries cannot be edited or removed. It records staff actions in an account and can include the phone number of the conversation an action was taken on.
• Backups and provider logs. Copies in our hosting provider's backups and logs are not edited individually. They expire on the provider's own schedule.
• Data held by others. Messages in your own WhatsApp app and on Meta's systems, the reservation in the property's booking system, and housekeeping tasks already posted to the property's Telegram group are not held by us. Ask the property, or delete the chat in WhatsApp.
• Records we are required by law to keep. If that applies to your request, we will tell you which records and why.

How long it takes

We acknowledge a request when we receive it and complete it within 30 days. If we need more information to find the data or to confirm who is asking, we will ask for it, and the 30 days run from when we have it.

Contact

Soulasia
Jalan Perak, 50450 Kuala Lumpur, Malaysia
Phone +60 12-342 3834
Email tech@soulasia.com.my

See also the privacy policy.