Privacy Policy
This policy explains what personal data we collect through this website and our support agent service, why we collect it, and the choices you have. It covers two groups of people: visitors and customers who use our website and service, and the end customers whose conversations our agents handle for those businesses.
01Our role
When you visit our website, sign up or contact us, we decide how your data is used and are responsible for it.
When a business uses our service to answer its own customers, that business decides what data is shared with the agent and why. We process that conversation data on the business's behalf and only under its instructions. If you are an end customer of such a business, please contact that business first about your data.
02What we collect
From website forms, including sign-up and contact:
- Name, work email, company name and role or designation
- The domain you're interested in, your current helpdesk and approximate conversation volume
- Anything you choose to write in a message
From use of the service by a business:
- Conversations between the business's customers and the agent, and handoff notes
- Context the agent reads to answer, such as order status, plan details or appointment times, through access the business grants
- Policies, articles and rules the business connects for grounding
- Account and usage information for the business's team members
Technical data: a session cookie used to protect our forms from automated abuse, and standard server logs such as IP address, browser type and request time.
03How we use it
- To create and manage your account and send your login details
- To reply to your enquiries and arrange walkthroughs
- To run the service: understanding conversations, grounding answers in the business's sources, taking configured actions and handing off to people
- To test and improve the agent for the business the data belongs to
- To keep the website and service secure and prevent abuse
- To meet legal, tax and accounting obligations
We do not sell personal data. We do not use one business's conversations to train an agent for another business.
04Healthcare scheduling data
The healthcare scheduling agent is designed to use scheduling and administrative information only, such as names, contact details, appointment times, clinicians and locations. It is not designed to receive clinical records, and clinical questions are passed to the clinic's staff.
Any specific requirements for handling health-related data in a clinic's region are reviewed with the clinic before launch.
06How long we keep it
Enquiry and sign-up details are kept for as long as needed to respond and maintain the business relationship, and then deleted.
Conversation data is kept for the retention period set by the business in its workspace, and deleted after that period or when the business closes its account.
Some records, such as invoices, are kept for as long as the law requires.
07How we protect it
Data is encrypted in transit and at rest. Access within our team is limited to people who need it for their work. Businesses control which of their team members can see conversations and export data.
No system is completely secure, but we work to protect personal data and will notify affected businesses without undue delay if a breach affects their data.
08Your choices and rights
Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal data, to object to or restrict some uses, and to withdraw consent where we rely on it.
To make a request about data we hold as the responsible party, use our contact form. If your request is about a conversation you had with a business's support agent, we will pass it to that business and help it respond.
10Changes to this policy
If we change this policy in a way that materially affects how we use personal data, we will tell account holders by email before the change takes effect.
11Contact
For any question about this policy or your personal data, please use the contact form on this website.