How Do I Delete Imported Customer Information?

To delete imported customer information from SoTrustworthy, navigate to your Contacts menu, select the records you wish to remove, and click Delete. If you recently uploaded an incorrect CSV file, you can roll back the entire batch directly from your Import History tab. Deleting customer data permanently removes phone numbers, names, and pending review requests from SoTrustworthy while leaving your primary data untouched in connected CRMs like Jobber or HubSpot.

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Deleting a Single Customer Record

If a specific customer asks to have their details removed, or if you accidentally added a single wrong contact manually, you can remove them directly from their profile view.

1. Log in to your SoTrustworthy dashboard and click Contacts in the main navigation menu.
2. Use the search bar to find the customer by name, phone number, or email address.
3. Click on the customer's name to open their profile details.
4. Click the Actions dropdown menu in the upper-right corner of the contact card.
5. Select Delete Contact.
6. A confirmation modal will appear. Confirm that you want to permanently delete the contact.

Once confirmed, SoTrustworthy instantly purges the customer’s phone number, email address, custom attributes, and scheduled messages. Any review requests currently queued in our SMS-first workflow for that individual will be canceled immediately.

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Bulk Deleting Contacts and Rolling Back CSV Imports

When cleaning up large customer lists or fixing an accidental file upload, manual single deletions take too long. SoTrustworthy provides two bulk options depending on your situation.

Method 1: Bulk Checkbox Deletion

Use this method when you want to remove specific subsets of contacts (for example, all contacts tagged "Old Leads" or everyone added before a certain date).

1. Go to the Contacts menu.
2. Apply filters (such as Tag, Date Added, or Status) to display only the contacts you want to clean up.
3. Click the checkbox at the top left of the contacts table to select all visible records. To select every record across all pages of your search result, click the banner that appears saying Select all X contacts in this view.
4. Click the red Delete Selected button above the table.
5. Type DELETE into the prompt box to confirm your action, then click Confirm Bulk Delete.

Method 2: Import Batch Rollback

If you uploaded a CSV spreadsheet containing errors (like misformatted phone numbers or wrong names), you do not need to hunt down contacts individually. You can delete the entire upload batch at once.

1. Go to Contacts and click the Import History tab at the top of the page.
2. Locate the CSV upload in question. You will see the file name, date uploaded, and the total number of contacts imported.
3. Click the Three Dots (...) menu next to the batch details and select Rollback Import.
4. Confirm the rollback.

Rolling back an import batch removes every contact created by that specific upload file. However, if a contact in that file already existed in your account prior to the import, SoTrustworthy will preserve the original contact record and only revert the updated fields from that spreadsheet.

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Opt-Outs vs. Deletions: Important Compliance Rules

Before deleting customer data, it is critical to understand the legal difference between deleting a contact and marking a contact as Opted Out.

If a customer texts back "STOP", requests not to receive text messages, or unsubscribes, deleting their record completely can actually cause compliance problems down the line.

Why Opt-Outs are Preferred for Unsubscribes

Under federal law and industry standards like the FCC TCPA guidelines and A2P 10DLC regulations, businesses must maintain a suppression list of phone numbers that have revoked consent to receive automated text messages.

• When you keep a contact as Opted Out: SoTrustworthy permanently flags their phone number as suppressed. Even if you accidentally re-upload a CSV file containing their phone number next month, or sync your Jobber account, our system recognizes the opt-out flag and automatically blocks any future SMS review requests.
• When you Delete a contact: SoTrustworthy completely forgets the record existed. If you later re-import your customer database or re-sync your CRM, SoTrustworthy will view that phone number as a brand-new customer and may send them an automated text request. This can trigger spam complaints and violate SMS compliance laws.

Rule of Thumb:

• Use Opt-Out if the customer requested no more texts or if they opted out of communications.
• Use Delete if the customer data was imported by mistake, contains duplicate or fake information, or if the customer submits a formal legal data deletion request under consumer privacy statutes.

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How Deletion Affects Jobber and HubSpot Syncs

If you connect SoTrustworthy to field service management software like Jobber or CRM platforms like HubSpot, data flows automatically into your review queue.

Here is how deleting customer information in SoTrustworthy interacts with your connected integrations:

• One-Way Deletion: Deleting a customer record inside SoTrustworthy does not delete the client, invoice, or job inside Jobber or HubSpot. Your CRM remains completely unaffected.
• Preventing Re-Imports: SoTrustworthy tracks integration IDs. If you delete a customer in SoTrustworthy who was originally pulled in via Jobber or HubSpot, our sync engine will not re-import that same past job.
• New Jobs for Deleted Contacts: If you complete a new job for that same customer in Jobber or HubSpot two months later, the integration will treat it as a new event and send a new contact payload to SoTrustworthy. If you never want to contact that client again, suppress or tag them inside Jobber/HubSpot rather than simply deleting them here.

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Data Privacy Compliance (CCPA, GDPR, and Right-to-be-Forgotten)

If your business operates in jurisdictions governed by privacy legislation like the California Consumer Privacy Act (CCPA), consumers have a legal "Right to Know" and "Right to Delete" the personal information your business holds.

When a customer submits a formal legal data erasure request:

1. Search for the customer's phone number or email in the Contacts tab.
2. Select Delete Contact to remove their phone number, name, and metadata from active database tables.
3. Check your Import History or automated webhooks to ensure no background script is scheduled to push their data back into SoTrustworthy.

Once deleted, SoTrustworthy cannot restore the contact's details. If that customer calls you in the future for a new service job, you will need to re-enter their information as a new client.

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Account Limits, SMS Throttling, and Analytics Impact

Deleting customer data impacts your account usage, system limits, and reporting metrics in specific ways:

Plan Contact Caps

Whether you are on a 14-day trial, Starter, Growth, or Pro plan, your tier may include limits on active contacts or monthly unique SMS sends. Deleting old or invalid contact records clears space in your database, ensuring you remain within your plan limits without needing to upgrade prematurely.

Review-Request Throttling

SoTrustworthy uses intelligent request throttling to protect your sender reputation and comply with Google review policies. We space out review requests naturally so your Google Business Profile receives a steady, authentic stream of feedback rather than suspicious bursts.

If you delete contacts that were queued in a throttled send sequence, those messages are removed from the sending queue immediately. Surging queues will adjust downward automatically.

Historical Analytics

Deleting customer information removes personal identifiable information (PII) like names and phone numbers, but it does not distort your historical aggregate stats. Your dashboard reporting will still show the correct historical totals for:

• Total SMS messages sent on past dates.
• Conversion rates and link click-through percentages.
• Total star ratings recorded across your account.

SoTrustworthy preserves numerical reporting integrity while respecting individual privacy requirements. In addition, because SoTrustworthy strictly enforces no review gating (sending equal review opportunities to all customers), deleting a contact has no impact on existing reviews already posted to your Google account.

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Next Steps

• Check your import history: Visit the Contacts > Import History tab if you need to reverse a recent file upload.
• Review opt-out statuses: Filter your contacts by "Opted Out" before deleting to ensure you don't erase suppression safeguards.
• Verify integration filters: Review your Jobber or HubSpot integration settings under Settings > Integrations to ensure unwanted customer types are filtered out automatically before import.