Relay Data Deletion Instructions

Effective date: 2026-10-01

This page explains how to request deletion of the personal information that Martello Systems, LLC ("Martello Systems," "we," "us") holds in connection with Relay, including any data we obtained through a connected third-party platform such as Facebook, Instagram, or Google.

What you can request

You can ask us to delete the personal information associated with your Relay account, or the personal information we received about you from a connected platform when a business used Relay to connect that platform (for example, a Facebook Page or Instagram account, its messages, or its reviews).

How to request deletion

There are two routes, and which one you need depends on whose data it is.

Delete your account: do it yourself. Sign in and open Settings → Account → Delete account. It checks which of the two routes below applies to you and takes you there, so you do not have to work it out. The underlying controls are also on the same screen if you would rather use them directly.

Your own details. Settings → Account → Your data. You can download everything we hold about you as a file, and you can remove your name, your email address, your preferences, your AI conversations and your connected accounts without asking anyone.

What that control deliberately leaves alone, and why. Relay is a CRM used by a whole business. The contacts, companies, deals and conversations you owned or were assigned are the business's records, and they hold its customers' personal information on the business's basis, not yours. They stay, with your name replaced by "Deleted user". One person leaving must not erase another party's history.

If you are the only owner of the workspace, that control will refuse, and it will say so. Removing your details would leave the workspace holding its customers' records with nobody able to reach them. Either make someone else an owner first, or close the whole workspace instead: Settings → Account → Close this workspace (which is where Delete account sends you automatically in that case) shows you exactly what will be destroyed and what the law requires us to keep, notifies every member, and runs the deletion after a 30-day window any owner can cancel. Vendor-side deletion requests for call data are sent automatically as part of that run.

Someone else's data, or a whole workspace: email us. The routes below cover data we received about you from a connected platform, and any request that goes beyond your own details.

1. Disconnect from within Relay. If you have an account, you can disconnect a connected platform at any time from Settings → Integrations (or Settings → Channels), which stops further data collection from that platform. Disconnecting stops collection going forward; it does not by itself delete data already collected. Deleting your account and the data already held is handled by request — use the email route below.

2. Email us. Send a request to [email protected] with the subject line "Data Deletion Request" and include:

• The email address or account associated with your data.
• The connected platform your request relates to, if applicable (for example, Facebook or Instagram).
• Any Page, profile, or business name that will help us locate the data.

Delete only some of your data, and keep your account

You do not have to close your account to remove data. Settings → Account → Your data lets you pick what goes, category by category, with the row counts shown before you confirm. For anything it does not cover, such as individual contacts or companies, your message history, the files you uploaded, or your calendar sync data, email [email protected] from the address on

your account with the subject line "Partial data deletion request" and tell us what you

want removed.

We delete only what you ask for. Your account, your sign-in and everything you did not ask

us to remove stay exactly as they are. We may ask you to verify your identity first, we

complete these within 30 days, and the same retention exceptions below apply.

What happens next

• We will acknowledge your request and may ask you to verify your identity before we act on it.
• We will delete the personal information we hold that is covered by your request, and instruct our processors to do the same, within a reasonable period (generally within 30 days).
• Some information may be retained where we are required or permitted to keep it by law — for example, billing and tax records, or records needed to resolve disputes, enforce our agreements, or honor opt-out and suppression requests. Residual copies may persist for a limited period in routine backups before being overwritten on their normal cycle.

Call recordings and transcripts

If you use the AI Front Desk, or if call recording is enabled on the telephony account behind your number, phone calls are recorded and transcribed. Deletion works differently for that data than for the rest of your records, so it is set out separately here rather than left to be assumed.

• We do not hold the audio file. Relay stores a written transcript, an AI summary, and — for calls carried over our telephony provider — a link to the recording. The audio itself is held by the voice platform and the telephony provider named in our [Privacy Policy](gorelaycrm.com/privacy), on their systems, not ours.
• Deleting a record inside Relay does not delete the call. Call records are stored separately from contacts and conversations and are not removed automatically when you delete the record they relate to. The in-app contact-erase control anonymizes contact details only and does not reach the transcript, the summary, or the recording link.
• There is no automatic time limit on call data. Recordings, transcripts, and summaries are kept until deletion. We do not currently expire them on a schedule.
• Deleting your account deletes call data automatically. When a workspace is deleted, the same automated run that destroys your records also deletes the call records we hold — transcript, summary, and recording link — deletes the recordings held by our telephony provider (Twilio) through its deletion API, and sends a data-deletion request to our voice platform (Vapi) for the audio and call data it holds, with your workspace's identifiers. No email from you is needed. Sending that request is where our part ends: the voice platform carries out the deletion on its own systems, on its own schedule, which we do not control.
• To delete call data without closing your account, email us using the route above and say that your request covers call recordings and transcripts. On a verified request we delete the call records we hold and send the same vendor-side deletion requests on your behalf.
• Call summary emails are a separate copy. If the AI Front Desk emailed a call summary or an excerpt of a transcript to your team, that email sits in your own mailbox and with our email delivery provider. Deleting the call inside Relay does not remove it; delete it from the mailbox as well if you need it gone.

If a business connected the platform

Relay is used by businesses to manage their own customer relationships. If your data is in Relay because a business you interacted with connected a platform, that business controls that data. We will honor deletion requests we receive directly and will also act on instructions from the business that controls the account.

Contact

Questions about this process: [email protected].

See also our [Privacy Policy](gorelaycrm.com/privacy) and [Terms of Service](gorelaycrm.com/terms).