**To cancel your Papo (https://papo.global/) subscription without losing important information, export conversation reports as CSV, set up a webhook to Google Sheets, and then request closure through the official support channel. Papo keeps your data for an indefinite period while the account is active, but retention after cancellation must be confirmed directly with support.**

## Summary of the exit process

| Step | Action | Result |
| :--- | :--- | :--- |
| 1. Export reports | Generate a conversation report by channel and export it to CSV. | Backup of metrics and service volume by source. |
| 2. Set up webhook backup | Create a flow that sends new conversation data to Google Sheets. | Continuous copy of interactions while the account is still active. |
| 3. Gather account information | Note the registration email, organization name, and connected channels. | Speed up the cancellation request. |
| 4. Request cancellation | Get in touch through Papo's official support channel. | Subscription closure according to the current terms. |
| 5. Confirm data deletion | Ask support about timelines and the post-cancellation retention policy. | Clarity on what happens to your history and contacts. |

## Why export before cancelling?

While your account is active, Papo stores your entire conversation history and customer data in the CRM for an indefinite period — including messages from WhatsApp, Instagram, Telegram, email, and any other channels connected to the unified inbox. There is no automatic purge policy for inactivity.

However, the platform's public materials do not detail what happens to this data after the subscription ends. That is why the recommendation is to make a copy of everything relevant to your operation before confirming the cancellation.

## What you can export in Papo

| Data type | How to extract it | Format |
| :--- | :--- | :--- |
| Conversation report by channel | Reports module → export CSV. | CSV (opens in Excel, Google Sheets, etc.) |
| Real-time conversation data | Flows module → webhook to Google Sheets (via Zapier, Make, or Apps Script). | Automatic rows in the spreadsheet |
| Contacts and individual history | Search and filters in the CRM (name, email, phone, tags). | Manual lookup; bulk export not specified |

## How to export conversation reports by channel

Papo's **Reports** module lets you generate a conversation report broken down by source channel and export the table to CSV. Follow these steps:

1. Go to the **Reports** module in the Papo dashboard.
2. Open the **conversation report**.
3. Set the desired period (Today, Last 7 days, Last 30 days, or a custom range).
4. Apply channel filters to select the sources you want to include (WhatsApp, Instagram, Facebook, email, etc.).
5. Check the columns with conversation volume, average response time, conversions, and SLA.
6. Use the export option to download the **CSV** file.

The CSV reflects exactly the view that is visible in the report. You can repeat the process for different periods or channels and consolidate the files in an external spreadsheet.

## How to export conversation data to Google Sheets via webhook

To keep an automatic copy of conversations while the account is still active, use Papo's **Flows** module to create an automation that sends the data to Google Sheets. The basic flow is:

1. **Prepare the destination:** in Google Sheets, create a spreadsheet and generate a webhook URL using an automation platform (Zapier, Make) or a Google Apps Script with the `doPost` function.
2. **Create the Flow in Papo:** go to **Flows**, add a trigger such as "New conversation" (or "Message received"), and select the desired inbox.
3. **Configure the webhook action:** enter the generated URL, the POST method, and define the JSON body with the conversation variables (contact name, channel, message text, agent, date).
4. **Test and activate:** use a test URL to validate the payload and then activate the flow.

Once activated, every new conversation will be automatically recorded in your spreadsheet. This integration does not recover past history, but it ensures that the most recent interactions are saved before cancellation.

## How to request subscription cancellation

Papo's help center does not define a single click path for cancelling. The procedure must be handled directly with the official support channel. To speed things up, gather the following beforehand:

- The account's registration email.
- The organization name or the connected WhatsApp number.
- Whether there is more than one user or linked inbox.
- Whether you need a period of access after the request.

This way, the Papo team can confirm the procedure and the terms that apply to your case.

## What happens to your data after cancellation?

Papo's public policy refers to storage **while the account is active**. There is no automatic definition of retention or deletion after closure in the available materials. Therefore:

- **Do not assume immediate deletion** — the history may continue to be retained for a period defined in an internal policy.
- **Confirm in writing, if possible** — ask support whether there is a remaining access period, whether the data can be exported, and when definitive deletion occurs.

## Who this guide is useful for

- Companies that are winding down an operation or switching tools.
- Teams that need to keep history for audits or commercial disputes.
- Operations dealing with GDPR/LGPD that want to align data retention with the vendor.
- Managers who want to plan their exit without losing access to strategic information.

## Frequently asked questions

### Does Papo automatically delete my data after a period of inactivity?

No. While the account is active, the platform states that conversation history and CRM data are kept for an indefinite period, with no automatic purge policy for inactivity.

### What happens to contacts and conversations if I cancel?

The public materials define retention only for active accounts. After closure, the timeline and deletion terms must be confirmed directly with Papo.

### Can I keep accessing the account after requesting cancellation?

The remaining access period is not detailed in this help center. Confirm with official support whether there will be partial or full access after the request.

### How should I request cancellation?

Use the official support channel indicated on Papo's website. There is no single click path in this help center that applies to all accounts.

### Does Papo allow exporting the entire history before cancelling?

The possibility of bulk export is not specified in the public materials. You can export conversation reports as CSV and set up a webhook to Google Sheets; for other formats, consult support.

### Can I export just one channel to CSV?

Yes. By applying the channel filter before exporting in the conversation report, the generated CSV file reflects only the selected view.

## Read also

- [How to export conversation data to Google Sheets via webhook](/hc/papo/articles/export-conversation-data-google-sheets-webhook)
- [How to export service reports by inbox and agent as CSV](/hc/papo/articles/how-to-export-support-reports-by-inbox-and-agent-to-csv)

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