Help centre Privacy and your data
Privacy and your data
Where your messages live, who can see them, and how to export or delete data.
Where is my data stored and who can see it?
HiveThread is run by Funsquare Pty Ltd, an Australian company based in Victoria. Your messages, contacts and settings sit in a managed PostgreSQL database, and photos and files customers send you are held in Cloudflare R2 storage. Traffic is encrypted in transit, passwords are hashed, and the credentials you connect (your Meta and Google tokens) are encrypted before they are stored.
Inside your business, the people who can see your inbox are the team members you invite, and what each of them can change depends on their role. Access to production systems on our side is limited to authorised staff. The full detail, including the services we rely on and how long each kind of data is kept, is in the privacy policy.
How do I export or delete my data?
For exports: owners and admins can download the whole contact list as a CSV from the Contacts page, and anyone on the team can export one contact's conversation history as a CSV or a PDF from the contact panel in the inbox. That one is prepared in the background and HiveThread emails you a download link when it is ready.
For deletion: open Settings, then Profile, and use the Danger zone, which anonymises your profile immediately, signs you out everywhere, and makes the deletion permanent after 30 days. Change your mind inside those 30 days and we can restore it: email [email protected] from the address on the account. An owner can also close the whole organisation from the same place, which cancels billing straight away and puts all of its data on the same 30 day clock. The data deletion page spells out both paths step by step.
What if my customer asks me to delete their messages?
You can do this yourself: open the person in Contacts, choose Erase, and type the confirmation. That permanently removes the contact and their conversations, messages, notes, consent history, media, future appointments and reminders. Past appointments are kept but stripped of their details, so your history and reporting do not break. It cannot be undone, and owners and admins are the roles that can do it.
HiveThread keeps a record that the erasure happened with no personal details in it, so you can show the request was actioned. If the request is large, covers several contacts, or arrives with legal weight, email [email protected] and we will help. Your customer can also ask us directly through the data deletion page.
Still stuck? Contact us and a real person will help.