Privacy and data
Export or delete everything ShowPilot holds on a visitor, and set how long visitor data is kept.
When a visitor asks what data you hold on them, or asks you to delete it, you can answer from one screen and keep a record that you did. Settings → Privacy & Data handles those requests. The same screen sets how long ShowPilot keeps visitor data before deleting it on its own.
This article covers export and delete requests, the retention setting, and what each one covers.
What does this screen control?
| Setting | What it does |
|---|---|
| Requests | Look up a visitor by email, then export or delete what ShowPilot holds on them. Every request stays as an audit record. |
| Data retention | How long visitor data is kept after a visitor's last activity before ShowPilot deletes it automatically. |
| AI and your data | A note that conversations are processed by ShowPilot's AI providers to run your agent and are never used to train models. |
| Your responsibilities | A note that export and delete cover only what ShowPilot holds. Copies in your CRM, Slack or Tag Manager tags follow your own policies. |
Before you start
- The visitor's email address, the one they gave your agent or your forms.
How do you export or delete a visitor's data?
Start a request
Go to Settings → Privacy & Data and select New request.
Look up the visitor
Enter the address in Visitor email and select Look up. ShowPilot shows what it holds for that email:
- visitor records
- conversations
- leads
- events
- tour plays
Export or delete
- Select Export JSON to prepare a file of everything held.
- Select Delete everything and confirm to delete it all. This deletes the visitor records, conversations with their transcripts, leads and events, plus the visitor's analytics profile. It can't be undone.
If nothing is found, you can still select Record deletion request or Record export request as proof you handled it.
Check the request
The request appears under Requests as Queued, then Running, then Done. Requests usually finish within a minute. For an export, select the download icon on the finished request to save the file.
Every request stays in the list as an audit record. Requests can't be edited or removed.
How long is visitor data kept?
Under Data retention, pick 90 days, 6 months, 1 year or 2 years. The default is 1 year. Saved appears when the change is stored.
When the time runs out after a visitor's last activity, ShowPilot deletes their conversations and visitor record automatically, along with tour playback detail. Two things are kept:
- Daily Insights totals. They aren't linked to individual visitors.
- Leads you've captured. They stay until you delete them.
Test it
Requests are working when an export of your own test data completes:
- Start a request for an email address you used to test your agent.
- The lookup shows the conversations you had.
- Select Export JSON. The request reaches Done, and the downloaded file contains your test conversations.
Troubleshooting
| Issue | What to check |
|---|---|
| The lookup finds nothing | Use the exact address the visitor gave your agent or your forms. You can still select Record deletion request or Record export request as proof you handled it. |
| There's no file to download | Wait for the request to reach Done, then select the download icon on it. |
Frequently asked questions
Does deleting a visitor remove their data from my CRM or Slack?
No. Connected systems keep their own copies. Export and delete cover what ShowPilot holds. Records already written to your CRM, messages posted in Slack and data your Tag Manager tags sent follow your own policies there.
Can a deleted visitor come back?
No. Deleted visitors stay deleted. If ShowPilot ever restores data from its analytics archive, it skips anyone you deleted.
Can I undo a deletion?
No. Delete everything can't be undone.
What happens to leads when the retention time runs out?
Leads you've captured stay until you delete them. Daily Insights totals are kept too, because they aren't linked to individual visitors.
Is our visitor data used to train AI models?
No. Conversations are processed by ShowPilot's AI providers to run your agent, and are never used to train models. See Trust and security.