Handle a data subject request

Log or receive a request for access, correction, data portability or withdrawal of consent, meet its due date and give the person their data as JSON and CSV.

Steps

1. 1Open Privacy (PDPA) in the sidebar, then Data requests. Customers can also send requests from the customer portal’s Privacy page after signing in with their email code — those arrive already verified.
2. 2To log a request received by email, phone or letter, select Log a request, choose the type (access, correction, portability or withdraw consent), pick the contact (or type the requester’s name and email and link the contact later) and, if it came earlier, the time you received it. The due date is worked out from your settings.
3. 3Check who is asking before you share anything: if the request did not come through the portal, confirm the person’s identity and select Mark identity verified.
4. 4Assign the request to the person who will handle it. Reminders go to them before the due date and again if it becomes overdue.
5. 5For access or portability, select Build export. MetriCRM gathers the contact’s record, cases and public replies, emails, chats, calls, deals, quotations, orders, invoices, consent and requests into a ZIP with data.json and a CSV per section. Download it, or let the customer download it from the portal until it expires.
6. 6For a correction, update the contact’s record, then complete the request and note what was corrected. For a withdrawal of consent, completing the request opts the person out of marketing on the chosen channels straight away.
7. 7If you need more time, select Extend once and give the reason (tell the requester in writing too). If you cannot act on the request, select Refuse and give the reason. Every step is kept in the request’s history and the audit log.

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