Privacy Policy

Who this policy covers

AgentFactory is a multi-tenant customer-support SaaS. Businesses ("Customers") create Organizations and Workspaces on the platform and use it to communicate with their own end customers ("visitors").

If you are a visitor talking to one of our Customers through a support widget, email inbox, WhatsApp, or other channel, this policy applies to how we process your messages and basic profile data on behalf of that Customer — the Customer (not we) is the "controller" of that conversation data, and we act as its "processor". If you sign in to the platform as an employee or owner of a Customer, we are the controller of your account data.

Data we collect

• Account data: name, email, password hash (bcrypt), 2FA configuration, avatar, and the profile information you enter.
• Usage data: pages viewed, workspaces visited, sessions (IP address, user agent, device), security audit events, and product analytics.
• Conversation data: the messages and attachments customers send us or that visitors send to our Customers through website chat, email, WhatsApp, Messenger, Instagram, Telegram, LINE, and SMS, plus delivery/read status metadata.
• Agent-aids and AI data: conversation summaries, suggested replies, auto-annotations, memory notes about a contact's preferences, and embeddings used for semantic help-center search.
• Visitor widget data: a random 'wid' visitor token stored in the visitor's browser (hashed and stored only as an SHA-256 digest on our servers), the fields the visitor volunteers in a pre-chat form (name, email), and the last pages of the visitor session typed into proactive triggers.
• Billing data: plan, subscription status, invoices, and payment metadata. Card and payment credentials are handled exclusively by our payment provider (Cashfree): we never see or store full card numbers.

How we use data

• To operate the support inbox: route conversations, measure service levels, compute analytics, and notify the right teammate (notifications, mentions, web push).
• To power AI features chosen by the Customer: Copilot reply suggestions, tone rewrites, summaries, the autonomous support bot, and real-time translation. AI prompts are sent to an AI provider configured for that organization (such as OpenAI, OpenRouter, Groq, Together, or Anthropic) only when that Customer enables chat-bot/copilot features.
• To process payments for paid plans and meter AI credit usage.
• To keep the platform secure: rate limiting, session management (httpOnly session cookie 'hd_session'), login attempt auditing, and SAML SSO when the Customer uses it.
• To comply with law, respond to lawful requests, and enforce our Terms & Conditions.

Sharing and processors

• Infrastructure: our database (PostgreSQL) and caching (Redis) run on managed cloud infrastructure; nightly encrypted backups are taken and stored per our Backup runbook.
• Channel providers: Meta (WhatsApp, Messenger, Instagram), Twilio (SMS), Telegram, LINE, and your own IMAP/SMTP email servers receive the messages needed to deliver conversations.
• Payments: Cashfree (checkout, mandates, webhooks).
• AI providers: only for Customers who enable AI features; the prompt content is limited to the conversation context needed for the requested reply/summary/translation.
• Telemetry: optional OpenTelemetry traces when the operator configured an OTLP endpoint, plus privacy-preserving analytics from Cloudflare Insights.

Cookies and local storage

We use only functional 'strictly necessary' cookies (hd_session, hd_org, hd_ws for account and tenant switching) plus a few small analytics cookies from our infrastructure. The full list and purposes are in our Cookie Policy.

The support widget on a customer's site stores a random visitor token (hd_wid or wid) in the visitor's browser local storage, not as a tracking cookie. It contains no personal data and is used only to continue an existing conversation thread.

Data retention and deletion

Workspaces can set per-organization data-retention policies; an automated hourly purge sweeps conversations, messages, and attachments past the configured threshold.

Invoices and legally required financial records are kept for the statutory retention period of the paying customer's jurisdiction.

Sessions are revoked on logout and expire after 30 days; revoked sessions are kept only for audit.

When a Customer requests deletion (contract termination), we delete the Organization and all its Workspace data through a secure erasure process.

Security

All channel secrets and 2FA secrets are encrypted at rest with AES-256-GCM (per-record IV and auth tag). Passwords are bcrypt-hashed; session tokens are stored as SHA-256 digests; authentication endpoints are rate-limited.

You can read more in our Security page, and report suspected vulnerabilities to the contact in our Contact page.

Your rights

• Access, correction, and erasure of your personal data.
• Objection to marketing communications — campaign-style emails sent through our platform always carry a one-click unsubscribe link that applies organization- and channel-wide.
• Data portability for account and conversation data in CSV/JSON export.
• To exercise any of these rights, contact the Customer you interact with (for visitor data) or us directly at the address on our Contact page.

Children

The platform is intended for businesses and their support staff. We do not knowingly collect personal data from children under 13; if we discover such data, we delete it and notify the Customer controlling it.

Changes to this policy

We will post any updated policy on this page and refresh the 'Last updated' date. Material changes affecting how we process personal data will be announced in-app or by email to account owners.

International data transfers

Because our operating company and cloud infrastructure may be located outside your country, personal data may be transferred internationally. Where required, transfers rely on appropriate safeguards such as standard contractual clauses agreed with each Customer.