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Your data

How to export a workspace, delete it, close your own account, and what happens to your data afterwards.

Your data is yours. You can take a copy of everything in a workspace at any time, and you can delete it when you are done. This page explains both, and what happens to your own account.

Export a workspace

Only workspace owners can export. Admins and other members cannot, and Odden support cannot export on your behalf from a support session.

  1. Open your workspace and choose Workspace, then Export your data.
  2. Select Request an export and confirm.
  3. We prepare the export in the background and email you when it is ready.
  4. Return to Export your data and select Download.

All owners of the workspace are told when an export is requested, because an export holds personal data about your contacts.

What is in an export

A zip file that contains:

  • a file for every kind of record in the workspace: contacts, companies, deals, tickets, campaigns and the rest
  • the workspace's members and settings
  • the audit trail
  • the files you uploaded

The records are CSV and JSON files, which open in any spreadsheet or database. Passwords, tokens and other credentials are left out.

Keep the file safe. It contains personal data about your contacts and users.

How long the download is available

The download stays available for 7 days, then we delete it. You can ask for one export every 24 hours, and one at a time. If an export fails, you can ask again.

You can export a read-only workspace too, for example after a subscription ends or a payment is overdue.

Delete a workspace

Only an owner can delete a workspace. Take your data first: if you have no current export, the page tells you.

  1. Open Workspace, then Delete this workspace.
  2. Select Delete this workspace at the top of the page.
  3. Type the workspace address to confirm. It is the part after cloud.odden.io/, shown in the dialog.
  4. Select Delete the workspace.

The 30-day grace period

Deleting does not erase anything at once. The workspace is switched off right away: nobody can open it, and its public pages, API, inbound email, email sending, automations and custom domains stop. Everything is kept for 30 days, so an accident can be undone. We email the owners when the deletion is scheduled, and again as the date gets close.

The subscription follows the workspace. It is set to end at the close of the period you already paid for, so it does not renew while the workspace is switched off. If you cancel the deletion, the subscription is put back as it was.

Cancel a deletion

During the 30 days, any owner can bring the workspace back.

  1. Sign in at cloud.odden.io and open your Account page.
  2. Find the workspace under its "will be deleted" notice.
  3. Select Cancel the deletion and confirm.

The workspace comes back exactly as it was.

The same notice has Request an export and Download the export, so you can still take your data after you delete, until the workspace is gone.

What is erased

After the 30 days, the workspace and its data are deleted permanently and cannot be recovered. That includes its contacts, deals, tickets, campaigns, files and members' access. Copies in our backups are overwritten within 7 days after that. Another exception is a legal hold: if the law, a court or regulator's order, or a legal duty to preserve evidence requires us to keep a workspace's records, we keep them until the hold is released, and then delete them.

We keep a record that a sale took place, without your name or email, because tax law requires it. See the privacy policy for what else we keep and why.

The held address

A deleted workspace's address (for example cloud.odden.io/acme) is not given to anyone else for 90 days after deletion.

Close your own account

Your account is you, separate from any workspace. You can close it yourself.

  1. Sign in and open your Account page.
  2. Select Close my account.
  3. Enter your password and confirm.

You are signed out everywhere at once and cannot sign in. Your account and the personal details we hold about you are erased after 30 days. Until then, the email we send you has a link to undo it. If a workspace you belonged to is under a legal hold, the records in it that name you, such as its audit log, are kept until the hold is released.

You cannot close your account while:

  • you still belong to a workspace. Leave it first, or, if you are an owner, delete it. A workspace already scheduled for deletion does not block you.
  • you have a self-hosted license that is still paid up. Cancel its renewal and let it run out, or write to support@odden.io.

Deleting a workspace and closing an account are separate. Closing your account does not delete a workspace you belong to.

AI features and your data

The AI features send part of a workspace's data to Anthropic, which writes the answer. Each feature sends only what it needs:

  • Account briefings: the type, title and date of up to 15 of a contact's or company's recent activities, its scores and sentiment, and how many deals and tickets it has. The name, email address and phone number fields are not sent, but activity titles can include whatever people typed in them. If an owner or admin chooses note excerpts under What account briefings read, the first 300 characters of each recent activity's text are sent too, which can include names and other details.
  • The Assistant: what you type, the earlier messages in the same conversation, and the records it looks up with its tools to answer you. Those can be any records you can see, including names, contact details, notes and dates of birth.
  • Email subject lines (Marketing): the topic, which starts as the campaign's subject or name and is sent as soon as the suggestions open, the tone you pick and, on templates, the audience you type.
  • Campaign reviews (Marketing): the email's subject and body, with sample values in place of contact fields, never your contact list.
  • Drafted ticket replies (Service): the ticket's subject, opening request, status and priority; its latest public messages, up to six of them and 600 characters each, without internal notes; email addresses and long numbers are removed, but names written in the ticket are not; and short excerpts of help articles that may answer it.

With the AI included in your plan, Anthropic handles this as our sub-processor. Its commercial terms do not let it train models on this data, and it deletes the data after a short period, except where it keeps it longer to enforce its usage policy or as the law requires. With your own Anthropic key, the data is sent under your agreement with Anthropic. Owners and admins can add the workspace's own key, choose what account briefings read, or turn the AI features off, under Workspace, then AI features. While they are off, the features use their built-in versions, the Assistant is hidden, and nothing is sent to Anthropic.