Privacy Policy

We collect information needed to operate, secure, and improve the service. Depending on how you use Support Buddy, this may include:

• Account and workspace information, such as your name, business name, email address, phone number, billing details, and login credentials.
• Conversation and contact data that you or your workspace users send through the service, including messages, attachments, contact details, internal notes, AI prompts, AI-generated replies, and automation activity.
• Integration data from channels and connected tools, such as Instagram, WhatsApp, website chat, and other third-party services you choose to connect.
• Usage, device, and log data, such as IP address, browser type, pages visited, session activity, feature usage, crash data, and diagnostic events.
• Cookie and similar technology data used for authentication, preferences, analytics, and security.

We use personal information to operate our business and provide the service, including to:

• Create and manage accounts, workspaces, subscriptions, and support requests.
• Deliver core product functionality, including inboxing, routing, automations, website chat, AI-assisted replies, and conversation history.
• Authenticate users, prevent fraud and abuse, monitor reliability, and keep the service secure.
• Analyze performance and product usage so we can troubleshoot issues and improve the service.
• Communicate with you about your account, billing, product updates, service notices, and support matters.
• Send marketing communications where permitted by law, subject to your opt-out choices.
• Comply with legal obligations and enforce our terms.

Support Buddy processes customer content on behalf of the workspace that uses the service. That may include contact records, conversation transcripts, uploaded files, help content, and automation data.

When AI-assisted features are enabled, content submitted to those features may be processed to generate automated replies, classifications, summaries, routing decisions, handoff signals, or other outputs. You are responsible for reviewing AI outputs before relying on them in your operations.

You should only upload or connect information that you have the right to use with the service and that is appropriate for your business and legal obligations.

We do not sell personal information. We may share information in the following circumstances:

• Service providers and infrastructure partners that help us host, secure, analyze, support, and operate the service.
• Third-party channels, integrations, and platform providers when needed to send, receive, sync, or process conversations and other actions you initiate through the service.
• Professional advisers, auditors, insurers, or payment processors where reasonably necessary for business operations.
• Legal or regulatory authorities when required by law, legal process, or to protect the rights, safety, and security of Support Buddy, our customers, or others.
• A buyer, investor, or successor entity in connection with a merger, acquisition, financing, reorganization, or sale of assets, subject to applicable confidentiality and legal obligations.

We use a necessary first-party consent cookie to remember your choices across supportbuddyai.com and app.supportbuddyai.com. Optional analytics and marketing technologies remain off unless you choose the relevant category. You can use Cookie settings on either site to change or withdraw your choice.

• Necessary: authentication, security, checkout, service preferences, and the cookie that records the consent policy version, timestamp, and category choices.
• Analytics — PostHog: helps us understand page and feature usage, attribution, and service performance. When enabled, PostHog may use first-party cookies and local storage and receives usage, device, page, and attribution data as our analytics provider.
• Marketing — Meta Platforms: Meta Pixel helps measure page views and funnel events in the browser. Meta Conversions API sends eligible registration and trial events from our server for advertising measurement and browser/server deduplication. Permitted identifiers, such as a normalized email hash and Meta browser or click identifiers, are only included when marketing consent allows it. We do not send passwords, messages, customer Conversations, uploaded sources, or custom form contents to Meta.
• Marketing — Google: Google advertising tags may measure advertising visits and conversions when marketing consent is enabled.

PostHog, Meta Platforms, and Google may process data as recipients for the purposes described above under their own applicable terms and privacy information. Withdrawing consent stops future optional dispatch from Support Buddy and clears optional first-party tracking storage controlled by our applications where technically available. Browser controls may also be used to remove stored data.

We retain information for as long as needed to provide the service, comply with legal obligations, resolve disputes, enforce our agreements, and maintain legitimate business records.

Retention periods may vary depending on the type of data, your workspace settings, billing requirements, backup cycles, and whether we need to preserve information for security or legal reasons.

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, loss, misuse, alteration, and disclosure. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

You are responsible for keeping your account credentials secure and for managing access to your workspace appropriately.

We and our service providers may process and store information in countries other than your own. By using the service, you understand that your information may be transferred to places where data protection laws may differ from those in your jurisdiction.

Depending on your location and relationship with us, you may have rights to access, correct, update, delete, or object to certain processing of your personal information.

Workspace administrators may also be able to access, update, export, or delete certain account and customer data from within the product. You can opt out of marketing emails by using the unsubscribe link in those messages or by contacting us. Cookie settings lets you grant or withdraw analytics and marketing consent separately.

The service is intended for businesses and is not directed to children under 18. We do not knowingly collect personal information directly from children. If you believe a child has provided personal information to us inappropriately, please contact us and we will investigate.

Our service may link to or depend on third-party products, websites, APIs, and messaging platforms. Their privacy practices are governed by their own terms and policies, not this Privacy Policy.

We may update this Privacy Policy from time to time. If we make material changes, we may notify you by posting the updated version on the service, updating the effective date, or using other appropriate communication methods. Your continued use of the service after changes become effective means the updated Privacy Policy will apply.

If you have questions, concerns, or requests about this Privacy Policy or our privacy practices, please contact us at hello@supportbuddyai.com.