Privacy Policy

1. Two roles, two kinds of data

For account, billing and website information, we decide how the data is used and act as the controller.

For conversations, contact details and order data that flow through your queue, you decide how the data is used. We process it only on your instructions, as described in our Data Processing terms.

2. Information we collect

• Details you give us in the signup and contact forms, such as name, work email, company, role, team size, message volume and channels used.
• Account and billing details, including plan, seats and invoices. Card details are handled by our payment provider and never stored on our servers.
• Usage information such as features used, settings changed and error logs, so we can keep the platform working well.
• Basic technical data from website visits, such as browser type, pages viewed and approximate location from the IP address.

3. How we use it

• To create your account and send your login details.
• To run, secure and improve the platform and fix problems.
• To reply to enquiries and send service messages about your account, plan and usage.
• To send product news, only if you have not opted out. Every such email has an unsubscribe link.

4. Customer conversations and AI

Conversations in your queue are used only to provide the service to you: to answer, route, summarise and report on them.

Your conversations, help articles and connected data are never used to train AI models that serve other customers. Where we use third party AI model providers, they are bound by contract not to retain or train on your data.

5. Sharing

We do not sell personal information. We share it only with:

• Service providers who host, email, process payments or provide AI models for us, under written agreements.
• Channel providers such as WhatsApp, Instagram and email services that you connect, as needed to send and receive messages.
• Authorities, when the law requires it.

6. Security

Data is encrypted in transit and at rest. Access inside our team is limited to people who need it to support you, and is logged. Customers on the International plan can enable single sign on and review an audit log.

7. Retention

Account data is kept while your account is active. Conversation data is kept for the period you set in your workspace, or deleted within 30 days after your account closes, unless the law requires us to keep it longer.

8. Your choices and rights

You can ask to see, correct, export or delete your personal information, or object to certain uses. Workspace owners can export or delete conversation data from settings at any time. To make a request, write to us through the Sorting Office.

9. Cookies

This website uses only the cookies needed for it to work and basic, privacy friendly analytics. We do not use advertising cookies or cross site tracking.

10. Changes to this policy

If we make a material change, we will tell workspace owners by email before it takes effect.