Export and delete

Getting your data out of Hepo, and getting one customer out of it: exports, deletion requests and what retention actually removes.

Exporting everything

Settings, Data, Export. Available on every plan including free.

What	Format
Conversations	JSON, one object per thread with all messages
Contacts	JSON, including identify attributes
Knowledge base	Markdown files with front matter
Recordings	Raw rrweb event files

Recordings export as the events themselves rather than video. They play in any rrweb player, which means the export is useful without us.

Large exports are prepared in the background and land as a signed download link valid for 24 hours.

Deleting a visitor

Inbox, visitor panel, Delete visitor. This removes, in one operation:

Every conversation and message
Every session recording, including the objects in the site
Analytics rows keyed to that visitor id
Identify attributes and internal notes

It is not reversible and it is not a soft delete. If you need a copy first, export before you delete.

The API equivalent, for wiring a deletion request into your own privacy tooling:

DELETE https://hepo.ai/api/v1/visitors/{visitor_id}
Authorization: Bearer YOUR_API_KEY

Retention

Recordings expire on the retention window set per site and are purged from the object store, not hidden. Transcripts are kept until you delete them.

The two are metered separately from file storage, so a busy fortnight of recordings never eats the folder where you keep uploaded assets.

Closing an account

Settings, Account, Close. Exports are prepared first and the download link is mailed to you. Everything is deleted seven days later, which is a window for changing your mind rather than a retention policy. Ask and we will make it immediate.