Privacy policy

For customer accounts, billing and our own website, unclench.ai decides how data is used.

For visitor chats, the customer whose website hosts the chat decides what is collected and why. unclench.ai processes that data on their behalf to provide the service. If you chatted with a business through its website, contact that business about your data first. We'll help them respond.

• Account details: your name, email address and profile picture when you sign in with Google, and the organizations and roles you belong to.
• Organization settings: business name and type, agent name, welcome message, tone, widget appearance and the visitor details you choose to ask for.
• Knowledge you add: website pages we read for you, text you paste or write, answers you save, and files you upload such as PDFs.
• Team invites: the email addresses of people you invite.
• Billing: your plan, subscription status and billing dates. Card details are handled by our payment provider and never reach our servers.

• Contact details the business asks for before a chat starts: name, email and phone number, each only if the business has turned it on.
• Messages the visitor sends and the agent's replies, plus any “was this helpful” rating.
• Page context: the address and title of the page the chat was started on.
• A random chat identifier saved in the visitor's browser storage so a returning visitor can continue their chat. The widget does not set cookies.

• To answer visitor questions from the business's own knowledge, and to remember earlier parts of a visitor's chat.
• To show customers their conversations, unanswered questions, ratings and usage.
• To group questions into topics and write a short summary of the business from its knowledge, so answers stay on topic.
• To send service emails such as team invites, payment problems and usage limit notices.
• To bill for plans, prevent abuse, keep the service secure and fix problems.

We do not sell data, and we do not use customer or visitor data to train AI models.

We share data only with the kinds of providers needed to run unclench.ai, and only for that purpose:

• AI providers that generate agent replies, topic labels and business summaries, and index knowledge for search.
• Hosting, file storage and network providers that run our servers, database and domains.
• A payment provider that processes subscriptions as merchant of record.
• An email delivery provider for service emails.
• Sign-in, analytics and error monitoring providers.

The named list, with what each one does, is on our sub-processors page.

The console uses a secure session cookie to keep you signed in. Google Analytics sets its own cookies on our website and console to measure usage. The chat widget on customer websites uses browser storage, not cookies, to remember a visitor's ongoing chat.

We keep data while the customer's account is active. Customers can delete knowledge sources at any time, which also removes them from our search provider and file storage. When an account is closed, or on request, we delete its data within 30 days, except where we must keep limited records such as billing history to meet legal obligations.

Data is encrypted in transit. Access to production systems is limited and protected with key-based authentication, and each organization's data is kept separate from every other organization's. When we read websites for knowledge, we only fetch public addresses.

Depending on where you live, you can ask to access, correct, export or delete your personal data, or object to how it's used. Customers can review and delete their knowledge and team members in the console. For anything else, or if you're a visitor, email [email protected] and we'll respond within 30 days.

unclench.ai is a business tool and isn't directed at children under 16. We don't knowingly collect their data.

We'll update the date above when this policy changes, and email customers about significant changes before they take effect.

Questions about privacy: [email protected]