Contacts' data

What a contact agreed to, a copy of everything the workspace holds about one person, and erasing them when they ask.

A CRM holds data about people who never signed up to anything: a name, an address, what was said on a call. Those people have rights over it, and the workspace, not Alba Ticket, is who answers them. A contact's page has what that takes under Consent and data: a record of what the person agreed to, a copy of everything held about them, and their erasure.

Anyone who may see the CRM reads a contact's consent. Recording it, exporting and erasing need Manage the CRM (see who may see and change the CRM): the seeded Account manager role and administrators.

Consent

Consent is kept per purpose. Marketing email and Newsletter are always there; a workspace adds its own by choosing Another purpose… and typing its name, and from then on that purpose is offered for every contact.

For each purpose the page shows the contact's latest answer: Granted or Withdrawn, with when it was given and how, or Never asked. To record an answer, choose the purpose and the answer, say how it reached you (the person told a member, replied to an email, or filled in a form) and add a note if it helps, such as where they were asked. Press Record.

An answer is never changed or removed. Recording a new one adds to the list, so Every answer under the purposes shows what the person had agreed to at any moment, who recorded it and how. That list is what you show somebody who asks when they agreed. Each answer is also a line in the contact's history.

Nobody is taken to have agreed by default: a purpose nobody asked about counts as no.

Email that needs consent

When you write to a contact, the dialog asks what the message needs consent for. A message to a person about their own business (their request, their deal, a meeting) needs none, and that is the default. Choose a purpose for anything sent because of the purpose, such as an offer or a newsletter: Alba Ticket then sends it only if the contact's latest answer for that purpose is Granted, and otherwise says that they have not agreed and sends nothing.

Alba Ticket cannot tell whether a message is marketing. Saying so is the sender's part, and whether the workspace may write to somebody at all is its own to judge.

A copy of everything

Export their data makes a ZIP of everything the workspace holds about the contact, for somebody who asks what you have on them:

• their details, email addresses, phone numbers, postal addresses, custom fields and, if they have one, their account;
• every answer about consent;
• the interactions about them: notes, calls, meetings, emails and follow-ups;
• the email to and from their addresses, with each message that was kept as it arrived as a file of its own;
• the tickets and requests they raised, the comments they wrote, and the deals they are named on;
• the history of changes to their record.

The files are JSON, which any program reads, with a short note saying what is in each. The export is made in the background and you are told in the bell when it is ready; Download then appears beside the button. The file is kept in the workspace's storage for 24 hours and deleted, so download it when it is made. Exporting needs the workspace to have a storage location.

The file is the person's data in full. Send it to them in a way that suits what is in it.

Erasing a contact

Erase this contact is for somebody who asks to be forgotten. It asks first, saying what it will remove, and it cannot be undone. It removes:

• the contact, with their addresses, numbers, postal addresses, custom fields, notes and history;
• every answer about consent;
• the interactions that concern only them, and every email to or from them on any timeline;
• the stored email to and from their addresses, unless the same message is also on another contact's timeline, in which case it stays there;
• any export of their data;
• the events Alba Ticket put in members' calendars for calls and meetings scheduled with them;
• the record of where they were imported from, if they were;
• the notifications that named them in members' bells and digests: their answers, follow-ups about them, a deal's people changing, and the requests they sent.

What stays is the workspace's own record of its work:

• Tickets and requests they raised, and the comments they wrote, keep their words. The person behind them becomes Removed contact, with no name and no address, and the history of those tickets names them the same way. If they had an account, it is deleted: they are logged out and cannot log in again, and a link they were sent to a request stops working.
• A note, call or meeting logged on a deal that also named them stays on the deal without their name. The deal's history lists its people with Removed contact in their place.
• The company's history gets one line: that a contact was erased, by whom and when.

Alba Ticket keeps a record that an erasure happened, with who did it and when, and nothing about the person.

What erasing does not find

Erasing removes what is recorded as the contact's. A meeting a member created in their own calendar stays in that calendar, which is the member's. Erasing does not read what members typed elsewhere: a ticket's description that mentions them, a comment by a colleague, the description of time somebody logged for a call. Search for the name afterwards and edit what you find. An import file that contains the person will bring them back if it is imported again.

A contact whose account is a member's cannot be erased here. A member is staff, and an administrator removes them.

Archive or erase

Archiving hides a contact and keeps everything, and can be undone. Erasing is for when the data itself must go.