Privacy Policy

Chattypie ("we", "us", or "our") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform and services.

By using Chattypie, you agree to the collection and use of information in accordance with this policy. If you do not agree with the terms of this Privacy Policy, please do not access or use the Service.

We collect the following types of information:

Account Information

• Name, email address, and password when you create an account
• Organization name and billing information for paid plans
• Profile details you choose to provide

Usage Data

• Log data such as IP address, browser type, and access times
• Pages visited and features used within the platform
• Device information and operating system

Customer Conversation Data

• Messages exchanged between you and your customers through the chat widget
• Visitor information collected by the embedded widget (e.g., page URL, browser details)

We use the information we collect to:

• Provide, maintain, and improve the Service
• Process transactions and manage your subscription
• Send service-related communications, such as account notifications and support messages
• Power AI features, including the AI agent, suggested replies, and automated responses, by sending conversation content to third-party AI providers (see Section 5 below)
• Monitor and analyze usage trends to enhance user experience
• Detect, prevent, and address security issues and fraud

We do not sell your personal information. We may share your data in the following circumstances:

• Service Providers: With trusted third-party vendors who assist us in operating the Service (e.g., hosting, payment processing, analytics). The current list is published on our Subprocessors page.
• Legal Requirements: When required by law, regulation, or legal process
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• With Your Consent: When you have given explicit permission

Our AI features, including the AI agent, suggested replies, reply rewriting, and automated response generation, are powered by third-party AI providers. To provide these features, we send the content of conversations and related context (such as recent messages and relevant knowledge base articles) to these providers for processing.

Current AI providers include OpenAI. We may add or change providers over time and will endeavor to update this section when we do. Conversation content sent to these providers is subject to their respective terms and privacy policies, in addition to our own commitments in this Privacy Policy.

We do not currently perform automated redaction of personal information from conversation content before sending it to these providers. You are responsible for configuring your use of Chattypie in a way that is appropriate for the data your customers may share through the chat widget.

If you do not want your workspace's conversation content to be sent to AI providers, do not enable the AI features in your workspace settings, or contact us at [email protected] to disable them for your account.

We retain your personal data for as long as your account is active or as needed to provide the Service. When you delete your account, we aim to delete or anonymize your personal data within 30 days, except where retention is required by law or for legitimate business purposes.

Conversation data processed through the Service is retained in accordance with your account settings and subscription plan.

We implement industry-standard security measures to protect your data, including encryption in transit (TLS) and at rest, access controls, and regular security assessments. However, no method of transmission over the Internet is 100% secure, and we cannot guarantee absolute security.

We use cookies and similar tracking technologies to operate the Service, remember your preferences, and understand how the Service is used. You can control cookie preferences through your browser settings.

The Chattypie widget embedded on customer websites may use local storage to maintain chat session state and visitor identification.

Strictly necessary cookies. We use a small number of cookies required for the Service to function: authentication session cookies (set by Clerk), a bot-management cookie set by Cloudflare (__cf_bm) at the edge, and cookies that record your cookie-consent choice and the region we detected for displaying the consent banner. These cookies do not require consent under applicable law.

Product analytics. On our website and within our authenticated dashboard, we use third-party analytics providers, including PostHog (hosted in the European Union), to capture usage data and session recordings. This helps us understand how the Service is used, diagnose issues, and improve it. Analytics may include page views, click interactions, device information, session replays, and approximate geographic data derived from network requests. We take reasonable steps to limit the collection of sensitive content in these analytics. See PostHog's privacy policy for details on their data handling.

Where consent is required. For visitors located in the European Economic Area, the United Kingdom, and Switzerland, we will not activate product analytics on our public website until you accept via the cookie banner. Signing in counts as consent for the duration of your account. You can withdraw consent at any time by clearing the cp_consent entry in your browser's local storage and refreshing the page.

Depending on your jurisdiction, you may have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data
• Portability: Request a machine-readable copy of your data
• Objection: Object to processing of your data for certain purposes. You can opt out of having your messages sent to AI providers directly from your profile settings (Profile → Privacy → "Exclude my messages from AI processing").

To exercise any other rights, please contact us at [email protected].

This section applies to residents of California and supplements the rights described above. Under the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA), California residents have the right to know what personal information we collect, to delete it, to correct it, and to opt out of the "sale" or "sharing" of personal information. We do not sell your personal information and we do not share it for cross-context behavioral advertising.

We honor the Global Privacy Control (GPC) browser signal. When your browser sends GPC, we treat it as an opt-out: we do not load product analytics for your visit and you will not be shown a consent prompt asking again.

Categories of personal information we collect

• Identifiers: name, email, account ID, IP address (for request routing only; see Section 8)
• Commercial information: subscription plan, payment records
• Internet/network activity: usage logs, device and browser metadata, pages visited
• Customer communications: messages you send and receive through the Service

We do not knowingly collect the categories of sensitive personal information listed in Cal. Civ. Code § 1798.140(ae) (government IDs, precise geolocation, biometric data, race, sexual orientation, etc.). If a customer chooses to transmit such information through the Service, they do so at their own discretion.

Your California rights

• Right to know: request a copy of the personal information we hold about you (use the self-serve export in your profile, or email us)
• Right to delete: request deletion of your personal information (use the self-serve delete in your profile, or email us). We may retain information where permitted by law, for example to complete pending transactions, detect or prevent security incidents, comply with legal obligations, exercise free speech rights, or maintain internal business records as permitted by Cal. Civ. Code § 1798.105(d)
• Right to correct: request correction of inaccurate personal information, to the extent it is operationally feasible to do so (edit your profile, or email us)
• Right to opt out of sale/sharing: we do not sell or share personal information, so there is nothing to opt out of
• Right to non-discrimination: we will not discriminate against you for exercising any of these rights

To submit a request, email us at [email protected]. We verify requests using reasonable means, which typically include matching the requester's email against the email on the associated account. We may request additional information to confirm your identity before acting on a request, especially for requests involving sensitive information or where the request origin is unclear. Authorized agents may submit requests on your behalf with a signed permission and proof of identity.

Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place to protect your data in accordance with this Privacy Policy and applicable data protection laws.

The Service is not directed to individuals under the age of 16. We do not knowingly collect personal data from children. If you become aware that a child has provided us with personal information, please contact us and we will take steps to remove that information.

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last updated" date. We encourage you to review this policy periodically.

If you have questions or concerns about this Privacy Policy or our data practices, please contact us at [email protected] or visit our Contact page.