Draft · [date]
Privacy policy
ChatRoute is a support messenger: it carries conversations between customers and the support teams of the organizations that use it. This policy explains what we collect to do that, why, who can see it, and the choices you have. ChatRoute is operated by [Company legal name], [registered address] ("we", "us").
This is a draft placeholder while the final text is prepared. It is not yet the binding version.
What we collect
We collect only what the service needs to work:
- Account details: your name, email address and, if you choose to add one, a phone number. If you sign in with Google, we receive your name and email address from Google.
- Your role and organization: whether you are a customer, an agent or an admin, and which organizations you belong to.
- Conversations: the messages you send and receive, and the photos, documents and voice notes attached to them, along with delivery and read receipts.
- Sign-in and security data: the sessions you are signed in on, including the device type, browser and IP address used, and two-factor settings if you turn them on.
- Notification data: the push notification token of each device you allow notifications on.
- Launch list: if you ask to be told when the app is available, the email address you give us and your language.
On your device
The mobile app keeps a copy of your recent conversations on your phone so it opens on them without a connection, and sends messages written offline once it can. That copy is excluded from device backups and is deleted when you sign out.
How we use it
- To deliver your conversations to the right people in the organization you are talking to, and to show you their replies.
- To keep your account secure: signing you in, recognising your sessions and stopping abuse.
- To send the notifications you have allowed, and, if you joined the launch list, one email when the app is available.
- To keep the service running and fix problems.
We do not sell your data and we do not use your conversations for advertising.
Who can see your conversations
A conversation is visible to you and to the staff of the organization you are talking to, according to their role: the agents assigned to it and the admins who manage that organization's support. Admins can also see administrative records such as who handled a conversation.
We share data with the service providers that run ChatRoute on our behalf, such as hosting, file storage, email delivery and push notification services (Apple Push Notification service and Firebase Cloud Messaging), only as needed to provide the service: [list of providers]. We disclose data where the law requires it.
Cookies
The website uses only the cookies it needs: one that keeps you signed in, one that protects forms against cross-site request forgery, and small preferences such as your language and whether the sidebar is open. We do not use advertising or tracking cookies.
How long we keep it
We keep your account and conversations while your account is active and the organization you talk to uses ChatRoute. [Retention periods after closure]. Launch-list addresses are deleted once the launch email has been sent, or sooner if you ask.
Your choices and rights
- See and update your name, phone number and password in Settings.
- Sign out of other sessions at any time from Settings.
- Turn notifications off on any device.
- Ask for a copy of your data, or for your account and its data to be deleted, by writing to [privacy contact email]. [How deletion requests are verified and how long they take].
Depending on where you live, you may have further rights under local law. [Jurisdiction-specific rights].
Children
ChatRoute is not intended for children under [age], and we do not knowingly collect their data.
Changes
If we change this policy we will update the date above and, for significant changes, tell you in the app or by email before they take effect.
Contact
Questions about privacy: [privacy contact email], [postal address].