Privacy Policy
Last Updated: [Date]
1. Introduction
Welcome to LiveSupportBot.com ("we," "our," "us"). We are committed to protecting your privacy and ensuring that your personal information is handled in a safe and responsible manner. This Privacy Policy outlines how we collect, use, disclose, and protect your information.
This Privacy Policy explains what information we collect about you and why, what we do with that information, how we share it, and how we handle the personal information created, inputted, submitted, posted, transmitted, stored, or displayed by you, your agents, and end-users when accessing and using our services. For the purposes of this Policy:
- "Services" refer to the main service provided by our SaaS platform, app.LiveSupportBot.com.
- "Website" refers to LiveSupportBot.com and its sub-domains.
- "We," "us," and "our" refer to our business/startup Livesupport.com and our company, Xerxet LLC.
We encourage you to periodically review this page for the latest information on our privacy practices. Your continued use of our Services or Website constitutes your agreement to be bound by such changes to this Policy. If you do not accept the terms of this Policy, your only remedy is to discontinue use of our Services and Website.
This Policy explains the what, how, and why of the personal information that we collect when you visit our Website or use our Services. The personal information collected and used by LiveSupportBot.com and its subsidiaries and affiliates is limited to the purpose for which our subscribers engage us and other purposes expressly described in this Policy.
2. Information We Collect
A. Information Exchanged Between LiveSupportBot.com and Our Clients
- Personal Information: Information you provide directly to us, such as your name, email address, phone number, and other contact details. We use this information to communicate with you, respond to your inquiries, and provide customer support.
- Usage Data: Information on how you use our website and services, including IP address, browser type, pages visited, and time spent on pages. This helps us analyze usage patterns and improve our website and services.
- Communication Data: Contents of any communications you have with us, including emails and chat interactions. This is used to enhance our customer service and support capabilities.
- Technical Data: Information about your device, operating system, and other technical data. This assists us in diagnosing technical issues and improving our services.
B. Information Collected as Part of the Service Between Our Clients and Their Users
- Conversations: The information is stored on our secure databases. We do not process or share any of your conversations.
- Users: The information is stored on our secure databases. We do not process or share any of your conversations.
- Other Information: The information is stored on our secure databases. We do not process or share any of your conversations.
- Integrations:
- Slack: When you synchronize with Slack, we collect team_id, channel_id, access_token, website URL, Slack email, Slack name, and Slack profile picture of your team members. These data are sent to us only once during the sync process. By using Slack, your Slack messages, attachments, and any other content sent from Slack are routed back to your website. No data are stored on our server. More details can be found in Slack’s privacy policy.
- Google Dialogflow: When synchronized with Dialogflow, we collect the refresh token, email, picture, locale, and profile picture. Only the refresh token is sent to our server. No other data are stored. More details can be found in Dialogflow’s Terms for Opt-in for Dialogflow Essentials Data Logging.
- Facebook Messenger: When synchronized with Facebook Messenger, we collect page token and page ID. Your Facebook Messenger messages, attachments, and other message types sent from Messenger are routed back to your website. No data are stored on our server. More details can be found in Facebook Messenger’s privacy policy.
- Other Apps and Integrations: When synchronized with other external services such as Facebook Messenger, Instagram, WhatsApp, Line, Viber, Google Business Messenger, Slack, Telegram, Twitter, WeChat, Zendesk, and more, you share information with the external service according to their terms of service.
3. How We Use Your Information
We use the information we collect for the following purposes:
- Service Delivery: To provide, maintain, and improve our services.
- Communication: To communicate with you about your account, transactions, and updates to our services.
- Personalization: To personalize your experience and provide content relevant to your interests.
- Analytics: To analyze usage patterns and improve our website and services.
- Security: To protect against fraud, unauthorized access, and other illegal activities.
- Enable you and your agents and end-users to access and use our services.
- Process and complete transactions, and send you related information, including purchase confirmations and invoices.
- Communicate with you, including responding to your comments, questions, and requests; providing customer service and support.
- Provide you with information about services, features, surveys, newsletters, offers, promotions, contests, and events.
- Provide other news or information about us and our select partners; and send you technical notices, updates, security alerts, and support and administrative messages.
- Monitor and analyze trends, usage, and activities in connection with our services and for marketing or advertising purposes.
- Investigate and prevent fraudulent transactions, unauthorized access to our services, and other illegal activities.
4. Data Retention and Archival
We retain different types of data for varying periods depending on the purpose for which it was collected:
- Personal Information: Retained for as long as you have an active account with us and for a period thereafter as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
- Usage Data: Typically retained for a shorter period, unless it is used to strengthen security, improve service functionality, or comply with legal obligations.
- Communication Data: Retained for as long as necessary to provide you with customer support and to improve our services.
- Technical Data: Retained for diagnostic purposes and to enhance our services.
If you wish to have your data removed, please contact us at support [at ] livesupportbot. com. We will respond to your request within a reasonable timeframe.
5. Data Removal and Law Enforcement
Upon receiving a request to remove your data, we will take the necessary steps to delete your personal information, unless retention is required by law. We may retain certain data to comply with legal obligations, resolve disputes, and enforce our agreements.
- Data Removal Requests: To request data removal, please contact us at support [at ] livesupportbot. com. We will confirm your request and proceed with data deletion, except where retention is required by law.
- Legal Obligations: In cases where we are legally required to retain certain data, such as for tax, legal reporting, or auditing obligations, we will retain only the necessary data for the required period.
- Law Enforcement Requests: If we receive a request from law enforcement for data that has been removed, we may not be able to provide the requested information. We will retain minimal data necessary for compliance with legal obligations.
6. Cookies and Tracking
Our website may use cookies for a variety of purposes. These cookies may provide us with information, including personal information, about devices and networks you utilize to access our website and services, and information regarding your interactions with our website. For detailed information about the use of cookies on the website (including information about how you can control cookies), please read and review our Cookie Policy. Tags and scripts may be used on our website or in emails. These assist us in delivering cookies, counting visits to our website, understanding usage and campaign effectiveness, and determining whether an email has been opened and acted upon. We may receive reports based on the use of these technologies by our service providers on an individual and aggregated basis. We use Local Storage Objects (LSOs) such as HTML5 to store content information and preferences. Various browsers may offer their own management tools for removing HTML5 LSOs. Third parties with whom we partner to provide certain features on our website or to display advertising based upon your web browsing activity use LSOs such as HTML5 and Flash to collect and store information.
7. Log Files
As is true with most websites and services, we gather certain information automatically and store it in log files. This information includes internet protocol addresses, browser type, internet service provider, referring/exit pages, operating system, date/time stamp, and clickstream data as well as certain personal information such as username, user email address, and other information that may be included in open textual fields. Our application log files are subject to the same strict data security policies and procedures as apply to the application databases for our services. We may combine this automatically collected log information with other information we collect about you. We do this to improve the services that we offer you, to improve marketing, analytics, or website functionality.
8. Analytics Information
We collect analytics information when you use our website to help us improve them. We partner with a third party to either display advertising on our website or to manage our advertising on other sites. Our third-party partner may use technologies such as cookies to gather information about your activities on our website and other sites in order to provide you with advertising based upon your browsing activities and interests. In our services, analytics information may consist of the feature and function of the service being used, the associated domain name, the username, and IP address of your agent or end-user (which may include personal information if the personal information was incorporated into the username), and additional information required to detail the operation of the function and which parts of a service are being affected. The analytics information we collect may include elements of service data related to the function the agent or end-user is performing. As such, the analytics information we collect may include personal information or sensitive business information.
9. How and With Whom We Share Your Data
We may share your personal information with the following parties and under the following circumstances:
- Service Providers and Partners: Third-party vendors who help us operate our services, such as payment processors, hosting providers, and analytics services. These include, but are not limited to:
- Legal Requests and Law Enforcement: We may disclose your personal information to comply with legal obligations, respond to lawful requests by public authorities, including to meet national security or law enforcement requirements, and to protect our rights and the rights of others.
10. Children's Privacy
Our services are not intended for use by children under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have collected personal data from children under 13, we will take steps to delete such information.
11. Your Data Protection Rights
You have the following rights regarding your personal information:
- Access: Request access to your personal information.
- Correction: Request corrections to any inaccurate or incomplete information.
- Deletion: Request deletion of your personal information, subject to certain legal obligations.
- Opt-out: Opt-out of receiving marketing communications from us.
12. Contact Us
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at:
LiveSupportBot.com
Email: support [at ] livesupportbot. com
Address: [Your Business Address]