Privacy policy

This policy explains how AIPranata handles information when businesses use our website, dashboard, and concierges, and when their customers talk to a concierge. Connected services, such as AI model providers, email providers, and a business’s own systems, have their own privacy practices.

When a customer talks to a concierge, the business they are contacting decides why and how their information is used, and we process it on that business’s behalf. That business’s privacy notice also applies, and it is usually the best place to send requests about your data.

We handle information that businesses and their customers provide, and information created while concierges work.

• Business account details: name, email address, and basic profile from sign-in, plus the profile, organisation, language, and time zone preferences you save.
• Workspace configuration: connected systems, policies, knowledge base content, handoff rules, approval limits, and team members.
• Conversations: messages, attachments, and transcripts exchanged between customers, concierges, and the business’s team.
• Customer records from connected systems: names, contact details, order and booking history, membership tier, and preferences that the business makes available to the concierge.
• Customer memory: summaries of past conversations and preferences that help the concierge personalise future replies, where the business enables this.
• Action and handoff records: what the concierge looked up or changed, its decisions, approvals, and handoffs.
• Usage, billing, and technical information: measured usage, package and payment history, device and connection details, page visits, and error information.

We use information to run concierges: to understand and reply to customers, personalise help, take the actions businesses allow, hand conversations to the right people, and keep records businesses can review. We also use it to sign businesses in, calculate charges, respond to questions, and prevent abuse.

We use service information to find errors and improve reliability. Where applicable law requires a legal basis, we rely on providing the service, meeting legal obligations, or legitimate interests such as keeping the service secure. Where consent is required, it must be obtained, by us or by the business, as appropriate.

Concierges use AI models from third-party providers to understand messages and generate replies. The content needed for each reply, including the conversation and relevant customer context, is sent to those providers for processing.

We use these providers under business terms that limit how they may use this content, including restrictions on using it to train their models. Providers may retain content for a limited period, for example for safety and abuse monitoring, as described in their own policies.

Customers should not share passwords, full card numbers, or other secrets in a conversation. Businesses should make only the customer information the concierge needs available to it.

We share the information needed with services that support hosting, authentication, AI processing, email delivery, analytics, and diagnostics. AI model providers receive the content needed to generate replies.

The business a customer contacts receives the conversation, any handoff summary, and records of the actions taken. When a concierge acts in a business’s connected systems, those systems receive the details needed for that action.

Where payment services are involved, they handle payment details under their own policies. We may disclose information when legally required, to investigate abuse, or to protect people and the service. If the service changes ownership, information may transfer with it, subject to applicable privacy obligations.

Information may be processed outside your country. Contact us if you need details about locations and safeguards.

We use cookies and browser storage to maintain sessions, remember preferences such as language, and support features such as referral attribution. If a business adds our chat widget to its website, the widget uses browser storage to keep a conversation going across pages.

On our own website and dashboard, Google Analytics helps us understand page visits and selected product actions when enabled, and LogRocket helps us diagnose problems through session recordings and technical events. Our recording configuration masks form inputs and designated sensitive areas and removes request and response bodies. These measures reduce what is collected; they do not make analytics anonymous.

We keep conversations, customer memory, and action records for as long as the business’s settings and our agreement with it require, so that the business can review its customer service and resolve disputes. Records may be kept longer where needed for billing, security, or legal obligations.

Businesses can ask us to delete conversations or customer memory, for example when a customer asks them to. Account closure does not necessarily erase every record immediately. Information that no longer needs to be kept is deleted or anonymised in line with applicable obligations.

We use access controls, protected sign-in sessions, separation between business workspaces, and measures to limit the exposure of secrets in diagnostics. Connected credentials are used only for the actions a business enables. No online service can promise complete security; tell us if you notice suspicious activity.

Businesses can review conversations, manage customer memory settings, disconnect integrations, and request access to, correction of, or deletion of their own personal information, including account closure.

If you have talked to a concierge as a customer, you can ask the business you contacted to access, correct, or delete your information, including what the concierge remembers about you. If you contact us instead, we may refer your request to that business. Depending on the law that applies, you may also have rights to object to or restrict certain uses and to complain to a data protection authority.

Concierges are not designed for children. Businesses whose customers include children are responsible for meeting the legal requirements that apply. If you believe a child has provided personal information through the service, contact the business or us.

We will update the date on this page when this policy changes and provide additional notice for significant changes where appropriate.