Data Deletion

This section covers data TreeBranch received from Meta’s APIs — Facebook Page messages, Instagram direct messages, and comments left on a Facebook Page’s own posts — when an event organizer connected their account to TreeBranch. It is the deletion route for anyone who has messaged, or commented on a post by, a Page or Instagram account that uses TreeBranch to answer questions.

What we hold about you

Less than you might expect, and this shapes how a deletion request has to work. When you message a connected account, or comment on one of its posts, we store:

• The text of your message or comment, and of the reply that was sent back to you if there was one — we never reply to comments, so for a comment there is none
• A page-scoped identifier — the ID Meta issues to identify you to that one Page or Instagram account, and to nobody else
• Meta’s identifier for that message or comment and the time it was sent, used to reply in the right conversation and to avoid handling the same one twice

We do not store your Facebook or Instagram name, your profile, your photo, your email address or your friend list. We do not request the permissions that would give us those, and we never download media or attachments you send — a message that contains only a photo is skipped rather than processed. For a comment we hold Meta’s identifier for the comment itself, not for the post it was left under — so telling us which post helps us find it, but the post is not something we have on file.

Why this matters for your request: because we hold a page-scoped ID rather than your name, we cannot find you by searching for your name or your Facebook profile. To action a deletion we need enough to identify the conversation — see the steps below. We would rather tell you this than take a request we have no way of completing.

How to request deletion

1. Remove TreeBranch’s access to your own account, if you have ever granted it. Most people messaging a Page never have — TreeBranch is authorised by the organizer, not by you. If you have, you can remove it from your Facebook apps and websites settings or your Instagram settings under Apps and Websites.
2. Email info@treebranch.com with the subject “Data deletion request”.
3. Tell us which conversation. If you sent a message: the name of the Facebook Page or Instagram account you messaged, and roughly when. If you can, message that account again saying you have emailed us. If you left a comment: which post you commented on, and roughly when. If you can, reply on that same comment thread saying you have emailed us. Either way, that lets the organizer confirm the conversation is yours, which is how we verify a request without asking you for ID.

You can also ask the organizer directly. It is their account and their conversation with you, and they can delete it from within TreeBranch without involving us.

What we do, and when

We acknowledge your request within a few days and complete it within 30 days. We delete the message or comment content, the page-scoped identifier, and Meta’s identifiers for the conversation you identify, along with any draft reply generated from it. We confirm by email when it is done.

Two honest limits. First, we cannot delete the conversation from Facebook or Instagram themselves — Meta holds its own copy, and you would need to delete the thread in the Messenger or Instagram app. Second, if the organizer has separately exported or copied your message out of TreeBranch, that copy is theirs and outside our control; we will tell you if we know of one.

If the organizer disconnects

When an organizer disconnects a Facebook or Instagram account, or hibernates their TreeBranch account, we de-authorise our app with Meta and destroy the stored access tokens, so we stop receiving anything new from that account at that moment. Messages already handled stay in the organizer’s account so their history is intact — this page is how you have them removed.

If you have a TreeBranch account, you can delete all of it. Export first if you want a copy: your account settings produce a ZIP containing your account details, events, knowledge base, conversations and corrections.

Account deletion is currently handled by contacting us rather than by a button in the product. Email info@treebranch.com from the address on the account. We confirm once it is done, within 30 days.

Deleting your account removes:

• Your account record and profile
• Your events and their settings
• Your knowledge base — uploaded documents, links, text, and the embeddings derived from them
• Your conversations and the messages in them, across every channel
• Connected-channel records, including any stored access tokens for Facebook, Instagram or email
• Corrections, drafts and generated content

Billing records are the exception. We keep the invoice and payment history our accounting and tax obligations require. Card details were never ours to delete — they live with Stripe.

You can also delete narrower things yourself, without deleting the account: individual knowledge base sources, individual conversations, and connected channels.

If you emailed an event organizer, or used the chat widget on their website, the organizer controls that data and we process it for them. Ask them first — they can delete the conversation themselves, and it is faster.

If you cannot reach them, or you would rather not, email info@treebranch.com. Tell us which event or organizer you contacted and the email address you used, and we will locate and delete it within 30 days.

When an organizer cancels, we record a deletion date 24 months out and keep the data until then, so an organizer who comes back for next year’s event still has their knowledge base.

Stated plainly: that 24-month date is recorded but not yet enforced automatically. The scheduled job that performs the deletion exists but is deliberately running in a reporting-only mode while we verify it, and deletes nothing. Until we switch it on, data past that date is deleted on request rather than on a timer. A request under this page is actioned regardless, and is not affected by any of that.

info@treebranch.com
Green Grove Holdings LLC, d/b/a TreeBranch
6314 98th St E
Bradenton, FL 34202
United States

See also our Privacy Policy and Terms of Service.