Data deletion
Last updated: October 11, 2026
First of all: which one is your case?
You talked to a company on WhatsApp, Messenger, Instagram or Telegram
Cenvia is the tool that the company uses to serve you. We keep that conversation on its behalf, following its instructions — that is, we are processors, and the controller of your data is the company you spoke with.
Request deletion directly from that company: within Cenvia, it has the means to handle your request. If you cannot reach it or do not know whom to turn to, write to privacidade@tzo.com.br with the phone number used in the conversation and the name of the company — we will locate the controller and forward the request.
You have (or had) an agent or administrator account on Cenvia
This is the case for the form on this page. Use the email you use to access the platform.
What is deleted
When you confirm the request, these items are permanently removed:
- Your account data: name, email, role and departments
- Your link to the company and your access to the platform
- Your availability record and your usage preferences
If you are the administrator and request deletion of the company's entire account, the following are also deleted: the connected channels and their credentials, the conversations and media files, the contacts, the automation flows, the knowledge base and the reports.
What continues to exist, and why: records that the law requires us to keep (for example, tax and accounting records) are retained for the legal period, isolated from normal use of the platform. Backups expire within 90 days. The audit trail may preserve the record that an action took place, without your personal data.
Timeframe
- We confirm receipt of the request within 2 business days
- Deletion is completed within 30 days from confirmation
- Backups that still contain the data expire within 90 days
- We may ask for additional identity confirmation before carrying it out — this is what prevents someone else from deleting your account
Meta data: ads and leads
Ad accounts (ads_read)
With the consent of the person connecting, we read from the ad accounts the account's name, currency, time zone and status, campaigns, ad sets, ads, creative thumbnails and performance indicators (impressions, reach, frequency, clicks, amount spent, results and costs), only to show the company itself how its ads are doing. Access is read-only: we never create, change or pause ads. We store the token, encrypted, and the identifier of the person who authorized it. The indicators are not saved in our database: they stay in a temporary cache of at most 6 hours and are never linked to a person or a lead.
Ad images
When someone starts a conversation through an ad, Meta sends the ad image along, and we keep a copy to show in the conversation where the contact came from. If Meta does not send the image and the company has connected the ad account for that ad, we may fetch the image through the ad account itself (ads_read), also only to display it in the conversation. It is the company's own advertising content, with no personal data. The copy that came with the conversation is kept for as long as the company is a customer; the one we fetch through the ad account is deleted when the ad account leaves Cenvia, for example when it is disconnected in Channels.
Lead Ads (leads_retrieval)
On the Pages the company connects, we receive the name, phone number, email and form answers of each lead, including answers to custom questions, in order to register the contact and send the first message via WhatsApp with an approved template. The message is only sent if the lead ticked the form's consent box, which mentions the company and WhatsApp. All these answers stay on the contact, with the same retention as contacts; each lead's record keeps only identifiers and the result of the send. From the Page, we keep the name, the ID, the access token (encrypted) and the identifier of the person who connected it on Meta, used only to verify access to the leads and to handle deauthorization and deletion requests. The advertising company is the controller of this data.
How to request deletion of Meta data
- In Cenvia, whoever connected the ad account or the Page can disconnect it in Channels.
- On Facebook: Settings & privacy → Settings → Business integrations → Cenvia → Remove.
- In the company's business portfolio: Business settings → Integrations → Cenvia → Remove.
- Or write to privacidade@tzo.com.br.
When you remove Cenvia, Meta sends us the deletion request (Data Deletion Callback) and shows you a confirmation code with a link to track the request. Upon receiving the request, we disconnect the Lead Ads Pages that person has connected, deleting each Page's token and its identifier, and we deactivate the messaging channels they connected, deleting their tokens. If anything fails, we try again every hour, within the period of up to 30 days.
Ad accounts are connected with a system user token from the company's business portfolio, and the request Meta sends identifies the person, not that system user; for this reason, today, it does not guarantee their deletion. For ad accounts, the guaranteed path is to disconnect in Channels: the account leaves Cenvia immediately, along with the images fetched through it, and the token is deleted when it was the last account of that authorization. You can also write to privacidade@tzo.com.br.
Messages and contacts follow the retention of the privacy policy, since they are the client company's data, as are the ad images that arrived with the conversations.
Request form
Fill in the fields below. When you submit, we open your email program with the message ready, addressed to privacidade@tzo.com.br — review it and send. If you prefer, write directly to that address with the same information.
Questions about the processing of your data: privacidade@tzo.com.br