Privacy Policy

Wiretalk (“Wiretalk”, “we”, “us”, or “our”) operates the live chat and customer support platform available at wiretalk.tech, including the website chat widget, agent dashboard, help center, APIs, and related services (collectively, the “Service”).

This Privacy Policy explains how we collect, use, disclose, and protect information when you visit our website, create a Wiretalk account, use the Service as a customer (“Customer”), or interact with a chat widget or help center operated by one of our Customers (“End User” or “visitor”).

If you use Wiretalk on behalf of a business, you are responsible for providing your own privacy notice to your visitors and obtaining any consent required under applicable law.

1. Roles & scope

• Account & billing data: Wiretalk acts as a data controller for information relating to Customer accounts, billing, and our marketing website.
• End User / visitor data: When a Customer uses Wiretalk to chat with website visitors or message customers through connected channels, Wiretalk generally acts as a data processor and processes that data on the Customer’s instructions to provide the Service.
• Direct visitors to wiretalk.tech: If you contact us, sign up, or browse our marketing site, Wiretalk is the data controller for that activity.

2. Information we collect

2.1 Customer account information

When you register or manage a Wiretalk organization, we may collect:

• Name, email address, password (stored hashed), organization name, role, and profile settings
• Two-factor authentication data (TOTP secrets and recovery codes) if enabled
• Team membership, departments, agent status, and permission settings
• Support tickets, contact form submissions, and communications with us

2.2 End User / visitor information (processed for Customers)

Depending on how a Customer configures Wiretalk, we may process:

• Chat messages, attachments, voice notes, and call-related session metadata
• Pre-chat form responses and custom fields
• Name, email, phone number, or other details voluntarily provided in chat or tickets
• Page URL, referrer, browser/device type, language, timezone, IP address, and approximate location derived from IP
• Visitor session identifiers stored in cookies or local storage
• Online/offline presence, typing indicators, and read receipts where enabled
• Ticket submissions, knowledge base searches, and chat review ratings
• Omnichannel messages sent or received through connected channels (for example WhatsApp, email, SMS, Facebook Messenger, or Instagram DMs), including message content and sender/recipient identifiers

2.3 Voice, video, screen share & group meetings

If enabled on a plan, real-time features may process:

• Audio and video streams during one-to-one calls or screen sharing sessions between agents and visitors
• Meeting participant names, join/leave events, mute/camera state, and connection diagnostics
• Group meeting room metadata, participant keys, and collaboration signals required to run the session

Real-time media is transmitted using WebRTC and related technologies. Wiretalk does not intentionally record or store the raw audio/video content of calls unless a Customer explicitly enables a recording feature we offer and disclose to their users.

2.4 AI & knowledge base features

If a Customer enables AI or knowledge base features, we may process:

• Knowledge base articles, categories, and search queries
• Conversation text sent to AI providers for suggested replies or automated responses
• Embeddings or retrieval metadata used for knowledge-base search (RAG), where enabled

AI features may use Customer-provided API keys or platform-configured providers. Customers control whether AI features are enabled and what content is indexed.

2.5 Payment & billing information

Paid subscriptions are processed by third-party payment providers such as Razorpay (INR) or Stripe (USD). We do not store full payment card numbers on our servers. We retain transaction references, plan details, invoices, GST information where applicable, and billing history needed for accounting and support.

2.6 Technical, security & usage data

• Server logs, error reports, API usage, rate-limit events, and audit records
• Authentication tokens, session cookies, and device/browser identifiers
• Webhook delivery logs and integration configuration metadata
• Aggregated analytics about feature usage and service performance

3. How we use information

We use information to:

• Provide, operate, maintain, and improve the Service
• Authenticate users, enforce security controls, and prevent fraud or abuse
• Deliver live chat, ticketing, help center, omnichannel inbox, voice/video, screen share, and group meeting features
• Process subscriptions, generate invoices, send billing reminders, and manage plan limits
• Send service announcements, security alerts, onboarding messages, and support responses
• Diagnose technical issues and monitor uptime
• Comply with legal obligations and enforce our Terms

We do not sell personal information.

4. Legal bases (where applicable)

Depending on your location, we rely on one or more of the following:

• Performance of a contract with Customers
• Legitimate interests in securing and improving the Service
• Compliance with legal obligations
• Consent, where required (for example optional marketing emails or browser notifications)

5. How we share information

We may share information with:

• Payment processors (Razorpay, Stripe) to complete transactions
• Infrastructure & communication providers that host or deliver the Service
• Integration partners chosen by Customers, such as Meta (WhatsApp/Facebook/Instagram), email providers, Twilio (SMS), or AI providers when those features are enabled
• Professional advisers (legal, accounting) under confidentiality obligations
• Authorities when required by law, court order, or to protect rights, safety, and security
• Business transfers in connection with a merger, acquisition, or asset sale, subject to continued protection consistent with this policy

Customers who connect third-party channels remain responsible for their relationship with those providers and for configuring webhooks, tokens, and permissions appropriately.

6. International transfers

Wiretalk may process and store information in India and in other countries where we or our service providers operate. Where required, we implement appropriate safeguards for cross-border transfers.

7. Data retention

• We retain Customer account data while the account is active and for a reasonable period afterward to resolve disputes, meet legal requirements, and maintain backups.
• Conversation, ticket, and visitor data are retained according to Customer account settings and operational needs unless deletion is requested by the Customer or required by law.
• Billing and tax records may be retained for the period required under applicable law.
• When a Customer deletes data or closes an account, we delete or anonymize information within a reasonable timeframe, except where retention is legally required or necessary for security.

8. Security

We use administrative, technical, and organizational measures designed to protect information, including HTTPS encryption in transit, encrypted storage for sensitive credentials, role-based access controls, API authentication, rate limiting, and security headers. No method of transmission or storage is completely secure.

9. Your rights & choices

9.1 Wiretalk account holders

Depending on your location, you may have rights to access, correct, delete, export, restrict, or object to certain processing of your personal data. Account owners can manage much of their organization data directly in the agent dashboard. You may also contact us at admin@wiretalk.tech.

9.2 End Users / website visitors

If you interacted with a chat widget or help center on a third-party website, the business operating that site is usually the controller of your data. Please contact that business directly for access or deletion requests. We will assist our Customers with such requests where appropriate.

9.3 Marketing communications

You may opt out of non-essential marketing emails by using the unsubscribe link or contacting us.

10. Cookies & similar technologies

We use:

• Essential cookies for login sessions, CSRF protection, and security
• Preference storage such as theme or dashboard settings in local storage
• Widget/session identifiers so returning visitors can continue conversations

You can control cookies through your browser settings. Disabling essential cookies may affect login or widget functionality.

11. Children

The Service is not directed to children under 16, and we do not knowingly collect personal information from children. If you believe a child has provided us information, contact us and we will take appropriate steps.

12. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be posted on this page with an updated “Last updated” date. Continued use of the Service after changes become effective constitutes acceptance of the revised policy, except where further consent is required by law.

13. Contact us

Privacy questions or requests: admin@wiretalk.tech or our contact form.

Related documents: Terms & Conditions and Refund & Cancellation Policy.