Política de privacidad

This Privacy Policy describes how Social Intents, LLC ("Social Intents," "we," "us," or "our") collects, uses, and shares personal information in connection with our website (www.socialintents.com), our live chat and AI chatbot software, and related services (collectively, the "Services").

1. Our Roles: Controller and Processor

We act in two different capacities, and your rights depend on which one applies:

• As a data controller, for information about our own website visitors, trial users, and customers (for example, your account and billing information).
• As a data processor, for information submitted through chat widgets that our customers deploy on their own websites and channels. If you chatted with a business that uses Social Intents, that business is the data controller of your conversation, and you should direct privacy requests to them. We will assist our customers in responding to such requests.

2. Information We Collect

• Account information: name, email address, company name, password (stored hashed), and settings you configure when you create a Social Intents account.
• Billing information: payment card details are collected and processed by our third-party payment processor. We do not store full card numbers on our systems.
• Customer content: chat conversations, transcripts, contact details captured in chats, knowledge base content, and files that you or your end users submit through the Services.
• Visitor information collected via chat widgets: when a visitor uses a chat widget, we may collect the messages they send, name and contact details they provide, IP address, browser and device information, referring page, and approximate location derived from IP address.
• E-commerce platform data: when a customer connects an e-commerce platform such as Shopify, we access store information (products, collections, and store policies) to power chat and AI answers, and we retrieve a shopper's order details (order number, status, fulfillment and tracking information, totals, and items purchased) to answer that shopper's own customer service questions in chat. Order details are retrieved only after the shopper provides their order number and the email address used at checkout, and are used solely for customer service. We do not use this data for marketing, advertising, or analytics, and we never sell it.
• Usage and log data: pages visited, features used, timestamps, error logs, and similar diagnostic information.
• Cookies and similar technologies: as described in the Cookies section below.
• Communications: emails, support chats, and other correspondence you have with us.

3. How We Use Information

• To provide, operate, maintain, and secure the Services.
• To route chat conversations to our customers' teams in platforms such as Microsoft Teams, Slack, Google Chat, Zoom, and Webex.
• To power AI chatbot responses, including retrieving answers from customer-provided training content.
• To answer shoppers' customer service questions in chat by looking up their order status and product information from e-commerce platforms our customers connect, such as Shopify.
• To process payments, manage subscriptions, and send transactional messages such as receipts and service notices.
• To respond to support requests and communicate with you about the Services.
• To send marketing emails about our products and features, which you can opt out of at any time using the unsubscribe link in each message.
• To monitor usage, prevent abuse and fraud, and comply with legal obligations.
• To improve the Services, including analyzing aggregated, de-identified usage patterns.

Where we create aggregated or de-identified information, we take reasonable measures to ensure it cannot be associated with an individual, household, or device. We publicly commit to maintain and use that information only in de-identified form, we do not attempt to re-identify it except to test the effectiveness of our de-identification measures where permitted by law, and we contractually require any recipient of that information to do the same.

4. Legal Bases for Processing (EEA/UK)

Where the GDPR or UK GDPR applies, we process personal data on the following legal bases: performance of a contract (providing the Services you signed up for), legitimate interests (securing and improving the Services, marketing to existing customers), consent (where required, for example certain cookies), and compliance with legal obligations.

5. AI Features and Model Providers

Our AI chatbot features are powered by third-party large language model providers. When an AI chatbot responds to a conversation, the relevant chat messages and applicable training content are transmitted to the selected model provider to generate the response. How that data is governed depends on whose account the model runs under:

• Models we provide. Certain OpenAI (ChatGPT) models are included with paid Social Intents plans and run under our own OpenAI account. For these, we use OpenAI under an agreement that restricts use of the data to providing the service, and API-submitted content is not used to train their models under OpenAI's standard API terms.
• Models you connect with your own API key. Anthropic (Claude), Google (Gemini), and other bring-your-own-key models run under your own account with that provider. We transmit the conversation to the provider at your direction, but your agreement and terms with that provider govern how they handle the data, including any retention or model training terms. We recommend reviewing those terms before enabling a bring-your-own-key model.

We recommend that neither you nor your end users submit sensitive personal information (such as health, financial account, or government ID details) in chat conversations.

6. How We Share Information

We do not sell personal information, and we do not share personal information for cross-context behavioral advertising. We share information only with:

• Service providers and subprocessors that help us operate the Services, such as cloud hosting providers (Amazon Web Services), AI model providers we supply (OpenAI), vector search providers (Pinecone), WhatsApp messaging delivery (Meta), payment processors (Stripe), and email delivery and security services (Google). These providers may only use the data to provide services to us.
• Integrations you connect: when you or your organization connect the Services to third-party platforms (for example Microsoft Teams, Slack, Google Chat, an SMS provider such as Twilio, a CRM, a help desk, or an AI model you enable with your own API key such as Claude or Gemini), chat data is shared with those platforms as directed by you. Their handling of that data is governed by their own privacy policies and your agreement with them.
• Legal and safety: when required by law, subpoena, or legal process, or to protect the rights, safety, and property of Social Intents, our customers, or others.
• Business transfers: in connection with a merger, acquisition, or sale of assets, in which case we will notify you of any change in ownership or use of your personal information.

7. Data Retention

We retain account information for as long as your account is active and as needed to comply with legal, tax, and accounting obligations. Chat transcripts and customer content are retained while your subscription is active so you can access your conversation history. Following account termination, customer content is deleted or de-identified within a reasonable period, except where retention is required by law. You may request deletion of your data at any time as described in the Your Rights section.

8. International Data Transfers

Our Services are hosted in the United States. If you access the Services from outside the United States, your information will be transferred to and processed in the United States. Where required for transfers of personal data from the EEA, UK, or Switzerland, we rely on appropriate safeguards such as the European Commission's Standard Contractual Clauses. For more information on our GDPR practices, see our GDPR compliance article.

9. Security

We use commercially reasonable technical and organizational measures to protect personal information, including encryption of data in transit (TLS), access controls, and hosting in secured cloud infrastructure. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. If we become aware of a data breach affecting your personal information, we will notify you and the applicable authorities as required by law.

10. Your Rights

Depending on where you live, you may have the right to:

• Access the personal information we hold about you and receive a copy in a portable format.
• Correct inaccurate or incomplete personal information.
• Delete your personal information.
• Restrict or object to certain processing, including direct marketing.
• Withdraw consent at any time where processing is based on consent.
• Lodge a complaint with your local data protection authority (EEA/UK).

California residents: under the CCPA/CPRA you have the right to know, correct, and delete personal information, and the right to non-discrimination for exercising these rights. We do not sell or share personal information as those terms are defined under the CCPA/CPRA, so no opt-out is necessary.

To exercise any of these rights, email us at info@socialintents.com. We will verify your request and respond within the timeframe required by applicable law. If your data was collected through a chat widget on a customer's website, we may refer your request to that customer as the data controller.

11. Cookies

We use cookies and similar technologies for essential site functionality (such as keeping you signed in and maintaining chat sessions), analytics, and understanding how visitors use our website. Where required by law, we obtain your consent for non-essential cookies via our cookie consent banner, and you can change your preferences at any time through the banner settings. Chat widgets use cookies or local storage to maintain conversation continuity for visitors.

12. Children's Privacy

The Services are not directed to children under 13 (or the higher minimum age required in your jurisdiction), and we do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact us at info@socialintents.com and we will delete it.

13. Third-Party Links

Our website contains links to other sites. We are not responsible for the content or privacy practices of those sites, and we encourage you to review their privacy statements.

14. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last Updated" date at the top of this page and, for material changes, provide additional notice such as an email or in-app notification. Your continued use of the Services after changes take effect constitutes acceptance of the updated policy.

15. Contact Us

If you have questions about this Privacy Policy or our data practices, contact us at: