Privacy Policy
Last Updated: July 26, 2025
1. Information We Collect
We collect information you provide directly to us, such as when you create an account, use our services, or contact us for support. This may include:
- Email address and name
- Organization information
- Email content for AI processing (when you use our AI features)
- Usage data and analytics
2. How We Use Your Information
We use the information we collect to:
- Provide, maintain, and improve our services
- Generate AI-powered email responses
- Communicate with you about our services
- Analyze usage patterns to improve our platform
- Ensure security and prevent fraud
4. Third-Party Services
Our service integrates with third-party platforms including:
- Google Gmail: For email management and draft creation
- OpenAI: For AI-powered email generation
- Supabase: For data storage and authentication
- Facebook Messenger: For receiving and responding to customer messages
- Twilio: For WhatsApp messaging integration
- Live Chat Widget: For real-time website chat support
These services have their own privacy policies that govern their use of your information.
5. Facebook Messenger Integration
When you connect your Facebook Page to HeyDesk, we access and process the following data:
- Messages sent to your Facebook Page via Facebook Messenger
- Your Facebook Page name and Page ID
- Facebook User IDs to maintain conversation threads
- Page Access Tokens to send messages on your behalf
How we use Facebook data:
- To receive and display customer messages in your unified inbox
- To send your replies back to customers via Facebook Messenger
- To maintain conversation history and context
- To provide customer support analytics and insights
We do not:
- Access your personal Facebook profile information
- Post to your Page without your explicit action
- Share your Facebook data with third parties (except as required to provide our services)
- Use Facebook data for advertising or marketing purposes
We comply with Facebook's Platform Terms and Developer Policies. For more information about how Facebook handles data, see Facebook's Data Policy.
6. WhatsApp Integration
When you connect WhatsApp via Twilio to HeyDesk, we access and process the following data:
- Messages sent to your Twilio WhatsApp number
- Customer phone numbers (in WhatsApp format)
- Twilio message IDs and metadata
- Media attachments sent via WhatsApp
How we use WhatsApp data:
- To receive and display customer messages in your unified inbox
- To send your replies back to customers via WhatsApp
- To maintain conversation history and context
- To provide customer support analytics and insights
We do not:
- Access your personal WhatsApp messages
- Send messages without your explicit action
- Share WhatsApp data with third parties (except as required to provide our services)
- Use WhatsApp data for advertising or marketing purposes
We comply with Twilio's and WhatsApp's Terms of Service. For more information about how Twilio handles data, see Twilio's Privacy Policy.
7. Live Chat Widget
When you install the HeyDesk Live Chat Widget on your website, we collect and process the following data from your website visitors:
- Messages sent through the chat widget
- Visitor ID (randomly generated identifier)
- Name and email (if provided by visitor)
- Browser information and page URL
- Session data and conversation history
How we use live chat data:
- To display visitor messages in your support inbox
- To enable real-time chat responses from your team
- To maintain conversation history and context
- To provide chat analytics and support metrics
We do not:
- Track visitor activity outside of active chat sessions
- Share chat data with third parties for marketing purposes
- Use chat data to profile visitors across websites
Visitors to your website can control their participation in live chat by choosing whether or not to initiate a conversation. Chat data is stored securely and only accessible to your authorized team members.
8. Data Security
We implement appropriate security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. However, no method of transmission over the internet is 100% secure.
9. Data Retention
We retain your information for as long as necessary to provide our services and fulfill the purposes outlined in this policy, unless a longer retention period is required by law.
10. Your Rights
You have the right to:
- Access and update your personal information
- Delete your account and associated data
- Opt out of certain communications
- Request a copy of your data
12. Children's Privacy
Our service is not intended for children under 13 years of age. We do not knowingly collect personal information from children under 13.
13. Changes to This Policy
We may update this privacy policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last Updated" date.
14. Contact Us
If you have any questions about this privacy policy, please contact us at our contact page.