Data Processing

1. What we process

• Messages, attachments and call transcripts from connected channels.
• Customer contact details such as names, phone numbers, email addresses and social handles.
• Order, booking and account data you connect from your own systems.
• Help articles, policies and internal notes on your Knowledge Shelf.

2. Only on your instructions

We process this data only to provide the service: to answer, route, summarise, rate and report on conversations as configured in your workspace. We do not use it for our own marketing, and we do not sell it.

3. No training for others

Your data is never used to train or improve AI models that serve other customers. AI model providers we use are contractually barred from retaining your data or using it for training.

4. Sub processors

We use a small number of sub processors for hosting, email delivery, payments and AI models. Each is bound by written terms at least as protective as these. We give workspace owners notice before adding a new sub processor, so they can object.

5. Security measures

• Encryption in transit and at rest.
• Role based access inside your workspace, with SSO on the International plan.
• Restricted, logged staff access for support only, with your permission.
• Regular backups and tested recovery.

6. Requests from your customers

If one of your customers asks to see, correct or delete their data, you can do it from the workspace, or ask us to help. We will tell you about any such request we receive directly.

7. Incidents

If we become aware of a breach affecting your data, we will notify workspace owners without undue delay, and within 72 hours, with the details we have and the steps we are taking.

8. Return and deletion

You can export your data at any time. When your account closes, data is deleted within 30 days, except where the law requires us to keep it. Questions can be sent through the Sorting Office.