January 1st, 2020
Your privacy is important to us, and so is being transparent about how we collect, use, and share information about you. This policy is intended to help you answer these questions:
- What kind of information do we collect about you?
- How do we use the data and information we gather?
- What is the legal basis for processing the data?
- How is this data shared?
- How do we store it and secure it?
- How can you access and control the data we have about you?
- Other privacy information
This policy also explains what you can do about the data we collect about you, for example how you can object to certain uses, how you can access and update certain information about you. If you do not agree with this policy, do not access or use our Services or interact with any other aspect of our business.
What kind of information do we collect about you?
We collect the kind of information about you that you provide to us, that we gather automatically when you use our Services, and that other sources might provide it to us. Read below for a detailed description of the kind of information we gather, store and use about you.
Account and Profile Information
We collect information about you when you register for an account, create or modify your profile, set preferences or make purchases through the Services. You usually provide your email contact information and, in some cases, billing details when you register for the Services and purchase one of the available plans. You might have the the option of adding other data such as a display name, profile photo and other details.
Content you provide through our products
The Services include products that you can use to provide us with other information about you. Examples of this could be files you upload when you create a website, data about you and your business you enter when building chatbots, information added to the CRM and so on.
Information you provide through our support channels
The Services also include our customer support, where you may choose to submit information regarding a problem you are experiencing with a Service. Whether you designate yourself as a technical contact, open a support ticket, speak to one of our representatives directly or otherwise engage with our support team, you will probably be asked to provide contact information and other data that we will use to help you resolve the issue as quickly and effectively as possible. As we always do when dealing with personal data, we minimize the amount of information we ask you to the bare minimum needed to fulfill your support request.
Billing and Payment Information
When you purchase any product on the Services we ask you for billing details which we use to create an invoice linked to the payment. While we never ask nor store payment information as all our payments are handled by external providers such as Paypal and Stripe, we might store payment data such as subscription’s ID or transaction unique identifiers to validate payments and provide you with the services you paid for.
Information we collect automatically when you use the Services
While you use the service we keep track of certain information about you and about what features and products you use. We do this to understand better how we can improve our Services and what features you are missing so we can help you better use the platform and all its Services.
Cookies and Other Tracking Technologies
Other services you link to your account
How we use information we collect
The way we use the information we collect about you depends on which Services you use, how you use them, and what preferences you have setup in your account. Please find below the specific ways how we use the information we collect about you.
To provide the Services
The main use we do of the information you provide us and we collect about you is to provide the Services. For example, we use the email address and password you entered when registering to allow you to login and uniquely identify you and your products.
To personalize and optimize your experience
We might use data we collect about you - for example what features you use and what you don’t - to offer you a more personalized and optimized experience of our services, for example proposing you the widgets you use more often as default choices or highlighting a feature you haven’t used but that could be beneficial and make your work more effective.
To improve our Services
We are always looking for ways to make our Services more effective, faster, secure and useful to you. We gather data and stats about your behavior on the platform to understand where we have bottlenecks or sub-optimal blocks, or to anticipate and individuate bugs that could make the whole experience of the Services not as effective as we want it to be.
To communicate with you about the Services
We use your contact information to send transactional communications via email and within the Services, including confirming your purchases, reminding you of subscription expirations, providing customer support, and sending you technical notices, updates, security alerts, and administrative messages. We also provide tailored communications based on your activity and interactions with us - for example, certain actions you take in the Services may automatically trigger a feature suggestion within the Services or alert you about an existing tutorial that could make your life easier. We also send you onboarding communications when you start using a new Service to help you become more proficient and empowered. These communications are part of the Services and in most cases you cannot opt out of them unless you cancel your account: nonetheless, if an opt out is available you will find that option within the communication itself or in your account settings.
To market and boost your engagement in the Services
We use your contact information and information about how you use the Services to send promotional communications that may be of specific interest to you, especially via emails in the form of “newsletter”. The goal of these communications is to drive engagement and maximizing the quality of your experience and results from the Services, including information about new features, survey requests, online or offline events. You can opt-out from these communications in the message itself or in your account.
For customer support
We use your information to resolve technical issues and respond to tickets and requests you send us, to analyze bugs information and to repair and improve the Services.
For safety and security
We might use information about you and your Service use to be alerted of suspicious or fraudulent activity, to verify the use you make of the Service and to identify violations of our Terms of Service.
To protect our business interests and legal rights
If and when required by law or where we believe it is necessary to protect our legal rights, interests and the interests of others, we might use the data we have about you in connection with legal claims, compliance, regulatory, and audit functions, and disclosures in connection with the acquisition, merger or sale of a business.
What is the legal basis for processing the data?
We collect, use and share the data that we have in the ways described above:
- as necessary to provide you the Services, including to operate the Services, provide customer support and personalized features and to protect the safety and security of the Services;
- as necessary to comply with our legal obligations;
- as necessary for our (or others') legitimate interests, including our interests in providing an innovative, personalized, safe, and profitable service to our users and partners, unless those interests are overridden by your interests or fundamental rights and freedoms that require protection of personal data
If you have consented to our use of information about you for a specific purpose, you can revoke that consent at any time - but this will not affect any processing that has already taken place. Where we are using your information because we or a third party (e.g. your employer) have a legitimate interest to do so, you have the right to object to that use though, in some cases, this may mean no longer using the Services.
How is this data shared?
Our Services are mainly designed to work without the need to share any information about you to third parties and we always aim at minimizing the amount of personal data we share with others. In particular, we will never sell or share any of your data with advertisers or third party that might be interested in acquiring information about our users for marketing or other purposes.
This being said, there could be some very rare occasions in which some of your data might be shared with somebody else, in particular:
When you use the Services we might give you the option to give access to your account or to certain elements in your account (for example a website) to other users, for example the agency that created or that you put in charge of managing that website for you. In these cases we might share some information about your account, for example the email address you use to access the Service.
Third-Party Apps, Social Widgets, Third-Party Widgets
You may choose to add new functionality or change the behavior of the Services by installing third party apps, social widgets (such as the Facebook “Like Box”) or third-party widgets (such as Twitter’s “tweet” button). Your use of and any information you submit to any of those third-party sites is governed by their privacy policies, not ours.
Compliance with Enforcement Requests and Applicable Laws
In exceptional circumstances, we may share information about you with a third party if we believe that sharing is reasonably necessary to (a) comply with any applicable law, regulation, legal process or governmental request, including to meet national security requirements, (b) enforce our agreements, policies and terms of service, (c) protect the security or integrity of our products and services, (d) protect our company, our customers or the public from harm or illegal activities, or (e) respond to an emergency which we believe in good faith requires us to disclose information to assist in preventing the death or serious bodily injury of any person.
We might share some data we have about you with affiliated companies in order to operate and improve products and services and to offer other services to you.
We may share or transfer information we collect under this policy in connection with any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company. You will be notified via email and/or a prominent notice on the Services if a transaction takes place, as well as any choices you may have regarding your information.
How do we store it and secure it?
Our hosting data provider is OVH while most of our backups and additional data are stored on Amazon AWS services, some of the most advanced and secure cloud hosting providers of the market. Both our providers are in the United States and we use the most strict and modern technical measures to secure your data.
While we implement and maintain the highest standards in IT security, no computer system is 100% bulletproof and impenetrable. Due to the intrinsic nature of the Internet, we cannot guarantee that data, during transmission through the Internet or while stored on our systems or otherwise in our care, is absolutely safe from intrusion by others.
How long do we keep your information?
The length of time during which we keep your information as personal identifiable depends on the type of data, and your preferences. In any case, once this period has expired we either completely delete it, anonymize it or, if this is not possible (for example for backup archives where accessing this information is virtually impossible), we will securely store it and isolate it from any further use until deletion is possible.
We retain your account information for as long as your account is active and a reasonable period thereafter in case you decide to re-activate the Services. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services. Where we retain information for Service improvement and development, we take steps to eliminate information that directly identifies you, and we only use the information to uncover collective insights about the use of our Services, not to specifically analyze personal characteristics about you.
We retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our Services, such as when you last opened an email from us or ceased using your account. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date such information was created.
How can you access and control the data we have about you?
You always have access to the data we collect about you and to options to completely delete your data, download it or amend it.
You have the right to request a copy of your information, to object to our use of your information (including for marketing purposes), to request the deletion or restriction of your information, or to request your information in a structured, electronic format. You can exercise some of these functions by logging into the Services and using the tools available in your account. For all other requests, you may contact us and we will provide further assistance.
Access and amend information about you
From your account you can update your profile and/or billing information information or download the data we have stored about you in our database.
Remove your information and delete account
If you wish to delete all the information we have about you, you can do so in your account or by sending us a request for closing your account and all the data we have about you. We will comply with your request in the terms and with the timeframe we outlined above.
Opt out of certain communications
You may opt out from receiving certain communications from us, in particular marketing newsletters. Even after you opt out from these marketing messages from us, you will continue to receive transactional messages from us regarding our Services. To opt-out of all communications you need to request the cancellation of your account.
Relevant browser-based cookie controls are described in our Cookies Policy.
Other privacy information
Our policy towards children
Our Services are not directed to individuals under 16. We do not knowingly collect personal information from children under 16. If we become aware that a child under 16 has provided us with personal information, we will take steps to delete such information. If you become aware that a child has provided us with personal information, please contact our support services.