Process a request to access personal information

Learn how to process a request to access the personal information and data you hold on a contact.

Overview

If a contact asks to see all the data you store on them, such as with a GDPR subject access request, then our platform lets you process this efficiently.

Process a request to access personal information

You must export a contact's data from every area of the platform:

Export email contact data

To export email contact data:

  1. Go to Email > Contacts > My contacts.
  2. Select the All contacts address book.
  3. Find the contact you want to export.
    Enter their name in the search bar to do this quickly.
  4. Select the email address of the contact.
  5. Expand the Contact actions drop-down menu and select Export this contact.
  6. On the Exports page, wait for the export to complete, and then select Download.
    This downloads a zip file of the contact's data to your computer. The zip file contains a CSV of the contact's data plus all insight data as individual JSON files.
  7. Send this data to your contact.

Export SMS contact data

To export SMS data for a contact:

  1. Go to SMS > My Contacts > All contacts.
  2. In the search box, enter the mobile number belonging to the contact and search.
  3. Next to the contact's details, select Edit.
  4. On the Edit SMS contact page, copy any data in the Phone number field, plus any additional data in fields 1-5, and paste it into a file of your choice.
  5. Send the file you created to the contact.

Export Pages and forms contact data

To export a contact’s data from Pages and forms:

  1. Go to Pages and forms > Reporting.
  2. For every survey with responses, select the Form responses number.sar-responses-number.png
  3. On the Reporting page, select the Responses tab.
  4. Select Export to CSV.
    > This exports all responses from all customers.
  5. Open the CSV file, filter by the contact’s name or email address, and then copy the contact’s data into a blank file.
    Make sure this file only contains data about the contact that has requested their data.
  6. Send the new file you created to the contact.
    Do not send the original CSV file with all the survey's data.
  7. Repeat this process for every form.

 Export Surveys & forms contact data

To export a contact's data from Surveys & forms:

  1. Go to Surveys & forms and select the Reports icon next to a survey
  2. On the Survey report page, select the Responses tab.
  3. Select the drop-down menu next to the search box and select Include complete and partial responses to make sure you get all data submitted.
  4. In the Search box, enter the contact's name or email address. If results get returned, then you know you need to export the survey's results. If no results are returned, then you can move onto the next survey and search that.
  5. To export the results of a survey, select Export to CSV in the top right.
  6. Select to export both Complete and partial responses, and then select Export.
  7. On the Exports page, wait for the export to complete, then select Download
    This downloads a zip file of the survey's data to your computer.
  8. Open the CSV file, filter by the contact and then copy and paste only the data belonging to that contact into a new file.
  9. Send the new file to the contact.
    Do not send the original CSV file with all the survey's data.
  10. Repeat this process for every survey you have sent to the contact.

Export transactional email contact data

To export the data for a contact from transactional email:

  1. Go to Transactional email.
  2. Expand the Export drop-down menu, and select Export.
  3. On the Exports page, wait for the export to complete, then select Download to download all your transactional email data.
  4. Open the CSV file, filter by the contact and then copy and paste only the data belonging to that contact into a new file.
  5. Send the new file to the contact.
    Do not send the original CSV file with all the survey's data.
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