Privacy Policy

In short

• We collect what we need to run live chat: your account details, and the chats and visit details from the websites where you install our widget.
• We do not sell personal data and we do not show ads.
• For your own account we decide how data is used. For visitors on your website, you decide and we follow your instructions.
• Chat text goes to an AI provider only if you switch on the AI Agent.
• You can ask to see, fix, export or delete your data at any time by writing to support@livechatbot.in.

This policy explains what information LiveChatBot (“we”, “us”) collects when you use LiveChatBot at livechatbot.in, our live chat widget and our Android app, why we collect it, who we share it with and the choices you have. We have tried to keep it short and in plain words.

1. Who this policy is about

Two groups of people use LiveChatBot, and our role is different for each:

• Customers are the businesses and people who sign up for LiveChatBot and add the chat widget to their websites, together with the team members they invite. For customer account data, we are the data controller (in India’s DPDP Act terms, the “data fiduciary”). That means we decide how this data is used.
• Visitors are the people who browse a customer’s website and may chat through the widget. For visitor data, the customer who owns that website is the controller, and we act as a data processor that stores and handles the data on the customer’s behalf and only on their instructions.

If you are a visitor and have a question about a chat you had on a particular website, please contact that website’s owner first. They decide what is collected and how long it is kept. We will help them answer your request.

2. Information about customers

When you create and use an account we collect:

• Account details: your name, email address and password. We never store your password itself, only a secure one-way hash of it.
• Workspace details: the websites you add, widget settings, team members you invite, saved replies, flows, and the knowledge base content you upload for the AI Agent.
• Usage and technical data: log-in times, IP address, browser and device type, and basic logs we need to keep the service secure and working.
• Notification data: if you allow browser notifications, your browser gives us a push subscription (an endpoint address and encryption keys) so we can alert you about new chats using the standard Web Push system. If you use our Android app, we store what is needed to sign you in and send alerts to that device.
• Messages to us: anything you send when you contact our support.

3. Information about website visitors

When a customer installs our widget on their website, the widget collects information about visitors so the customer can see who is online and talk to them. Depending on the customer’s settings, this can include:

• Chat content: messages sent through the widget, and a live preview of a message while it is being typed, so the agent can prepare a reply.
• Contact details the visitor chooses to give, such as a name or email address.
• Visit activity: pages visited in order (the page trail), time spent on each page, how far the page was scrolled, and on-page events such as clicks, text copied, searches and forms that were started but not sent.
• Approximate location: city and country, worked out from the IP address using a database stored on our own servers. We do not send IP addresses to an outside location service and we do not collect precise GPS location.
• Device and connection: browser, operating system, device type, screen size and connection type.
• Language and local time set in the visitor’s browser.
• Where the visit came from: the referring page or traffic source (for example a search engine or campaign link).
• A visitor ID stored in the browser’s local storage so a returning visitor can continue the same conversation. See our Cookie Policy.

Customers are responsible for telling their visitors about this, for example in their own privacy notice, and for having a lawful reason to collect it.

4. How we use information

• To provide the service: deliver chats, show visitors to agents, send notifications and run the features you switch on.
• To create and secure accounts, prevent abuse, spam and fraud, and fix problems.
• To answer support questions and send important service messages, such as security alerts or changes to these policies.
• To understand, in general, how the product is used so we can improve it.
• To meet legal duties, such as responding to lawful requests from authorities.

We use visitor data only to provide the service to the customer who owns that website. We do not use it to build advertising profiles, and we do not sell personal data to anyone.

5. Our reasons for using data

Where laws such as the GDPR or India’s Digital Personal Data Protection Act, 2023 apply, we rely on one or more of these reasons: it is needed to provide the service you signed up for (a contract); you have given consent (for example to browser notifications); it is in our legitimate interest to keep the service safe and improve it, where this does not override your rights; or the law requires it.

6. The AI Agent

The AI Agent is optional and is off until a customer turns it on. When it is on, the text of a visitor’s chat and relevant parts of the customer’s knowledge base are sent to our AI provider, Anthropic (the Claude API), to write a suggested or automatic reply. This data is used to produce the reply. Under the provider’s commercial terms, data sent through its API is not used to train its models by default. Customers should avoid putting sensitive personal data in their knowledge base and should tell their visitors that some replies may be written by AI.

7. Who we share data with

We share data only with service providers who help us run LiveChatBot, and only as much as they need:

• Hosting: our servers and databases are hosted by Hostinger.
• AI: Anthropic, only when the AI Agent is switched on (see above).
• Notifications: browser push services (run by your browser’s maker, such as Google, Mozilla or Apple) carry notification messages to your device.
• Email: the email service we use to send account and alert emails.
• Integrations you turn on: if a customer sets up a webhook or connects their own analytics tool, chat data or events are sent to the address or tool that customer chooses.

We may also share data if the law requires it, to protect people’s safety or our rights, or as part of a merger, sale or reorganisation of our business, in which case this policy will continue to protect your data. Inside a customer’s workspace, chats and visitor details are visible to that customer’s team members.

8. Where data is stored

We operate from India. Our hosting provider may store data in data centres in India or other countries, and our AI provider processes data in the United States. When data moves across borders we take reasonable steps, such as contracts with our providers, to keep it protected in line with this policy and applicable law, including any restrictions notified under India’s DPDP Act.

9. How long we keep data

• Account data is kept while your account is open. When you delete your account we delete or anonymise it within a reasonable time, normally within 30 days, except where we must keep some records for legal, tax or security reasons.
• Chats and visitor data are kept for as long as the customer keeps them in their workspace, or until the customer deletes them or closes their account.
• Backups and logs are kept for a limited period and then overwritten.

10. Security

We protect data with measures such as encrypted connections (HTTPS), hashed passwords, access limited to people who need it, and regular updates to our systems. No online service can be completely secure, so please use a strong, unique password and tell us straight away if you think your account has been misused. If a breach affects your personal data, we will notify you and the authorities where the law requires.

11. Your rights and choices

Depending on where you live, laws such as the GDPR and India’s DPDP Act give you rights over your personal data. You can ask us to:

• Access the personal data we hold about you.
• Correct data that is wrong or incomplete. Most account details can be changed in your settings.
• Delete your data or your account.
• Export your data in a common, machine-readable format.
• Withdraw consent or object to certain uses, for example turning off notifications.
• Nominate someone to act for you, where the DPDP Act allows.

Write to support@livechatbot.in to use any of these rights. We may need to confirm your identity first, and we aim to reply within 30 days. Visitors should send requests to the website owner; if you write to us instead, we will pass your request to them. If you are unhappy with our answer, you can complain to your local data protection authority, or in India to the Data Protection Board of India.

12. Children

LiveChatBot is a tool for businesses and is not meant for children. We do not knowingly collect personal data from anyone under 18 for our own accounts. If you believe a child has given us personal data, contact us and we will delete it.

13. Changes to this policy

We may update this policy as the product or the law changes. We will change the “Last updated” date above, and for important changes we will tell customers by email or inside the app before they take effect.

14. Contact us

For privacy questions or requests, including grievances under India’s DPDP Act, contact LiveChatBot at support@livechatbot.in. Postal address: India.