Privacy Policy

1. Who we are and what this policy covers

Talkivio is a live chat and visitor tracking service provided by Desverso LLC ("we", "us" or "our"). This Privacy Policy explains how we handle personal information about:

• Customers and Agents: the businesses that subscribe to Talkivio and the people who sign in to its dashboard;
• Website visitors: people who visit our own website or contact us.

End Users of our customers' websites. When you chat with a business through a Talkivio widget on its website, that business decides what is collected and why, and is responsible for your information as the controller. We process that information only on its behalf and on its instructions, as its processor or service provider. Please read the privacy notice of the website you visited, and send any request about your information to that business. If you contact us, we will forward your request to it where we can identify it.

2. Information we collect

Information you give us

• Account details: name, email address, password (stored only as a secure hash), workspace name, role and preferences.
• Billing details: billing name and address, plan, number of Agents and invoices. Card numbers are entered directly into our payment processor's secure form; we receive and keep only a token, the card brand, the last four digits and the expiry date.
• Communications: messages you send to our support, billing or legal teams, and your feedback.
• Two-factor authentication settings, recovery codes (hashed) and trusted devices.

Information collected automatically

• Log and device data: IP address, browser and operating system, device type, pages viewed, date and time, and referring page.
• Security data: sign-in events, sessions, approximate location derived from IP address, and audit records of changes in your workspace.
• Usage data: features used, settings changed and performance metrics.

Customer Data we process for our customers

On behalf of our customers, the Service processes chat messages and files, visitor names, email addresses, phone numbers and notes entered by visitors or Agents, visitor IP addresses, the network that owns each IP address, approximate location (country and city), browser, device, pages viewed and referrers. Our customers control this data, and our use of it is limited to providing the Service as described in our Terms of Use.

3. How we use information

We use personal information to:

• provide, operate, maintain and secure the Service, and authenticate users;
• process payments, manage subscriptions and free trials, and send invoices, receipts and trial reminders;
• send service messages such as email verification, invitations, password resets, security alerts and notices about changes;
• provide support and respond to requests;
• detect, investigate and prevent fraud, abuse, security incidents and violations of our Terms;
• understand how the Service is used and improve it, using aggregated or de-identified data where we can;
• comply with legal obligations, enforce our agreements, and establish, exercise or defend legal claims;
• send product news to customers, which you can unsubscribe from at any time.

We do not use Customer Data to train models for anyone else, and we do not sell personal information.

4. Legal bases (EEA and UK)

Where the GDPR or UK GDPR applies, we rely on: performance of our contract with you (to provide the Service and process payments); our legitimate interests (to secure and improve the Service, prevent fraud, and communicate with customers about the Service, balanced against your rights); compliance with legal obligations (for example tax and accounting records); and your consent where we ask for it, which you may withdraw at any time.

5. Cookies and similar technologies

The dashboard uses strictly necessary cookies to keep you signed in, protect against cross-site request forgery and remember security choices such as trusted devices. We also use local browser storage for interface preferences. We do not use third-party advertising cookies on our website or dashboard.

The chat widget that our customers install uses browser storage to recognise a returning visitor and keep a conversation open across pages. Customers can run the widget in consent mode, so that nothing is stored until the visitor agrees, and are responsible for obtaining any consent their visitors' laws require.

6. How we share information

We share personal information only as follows:

• Service providers who process it for us under contract and confidentiality obligations, for hosting and infrastructure, email delivery, file storage, and payment processing (Converge, operated by Elavon, Inc.).
• Our customers: information about Agents is visible to the administrators of their workspace, and Customer Data is available to the customer that controls it.
• Integrations you enable, such as webhooks and API clients configured in your workspace.
• Legal and safety: where we believe in good faith that disclosure is required by law, regulation, legal process or a government request, or is necessary to protect the rights, property or safety of Desverso LLC, our customers, users or the public.
• Business transfers: in connection with a merger, acquisition, financing, reorganisation or sale of all or part of our business, subject to this Privacy Policy.
• With your direction or consent.

We do not sell personal information, and we do not share it for cross-context behavioural advertising, as those terms are defined under California law.

7. International transfers

Desverso LLC is based in the United States, and we and our service providers may process information in the United States and other countries whose data protection laws may differ from yours. Where the law requires, we protect transfers with appropriate safeguards such as the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum.

8. Retention

We keep account information for as long as your account is active and for a reasonable period afterwards to comply with legal, tax and accounting obligations, resolve disputes and enforce our agreements. Customer Data is kept according to the retention settings each customer chooses and is deleted within 30 days after a subscription ends, unless the law requires us to keep it longer. Backups are overwritten on a rolling schedule. Security logs are kept for as long as needed to protect the Service.

9. Security

We use administrative, technical and physical safeguards designed to protect personal information, including encryption in transit, encryption of visitor contact details at rest, database-level isolation between workspaces, virus scanning of uploaded files, two-factor authentication, access controls and audit logging. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping your credentials safe.

10. Your rights and choices

Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, to object to or restrict certain processing, to withdraw consent, and to complain to a data protection authority. Residents of California and other US states with privacy laws may have rights to know, delete and correct their personal information and to opt out of sale, sharing and targeted advertising (we do not sell or share personal information or use it for targeted advertising). We will not discriminate against you for exercising your rights.

You can update most account information in the dashboard. To make a request, email privacy@talkivio.com from the address on your account. We will verify your identity before acting, and may ask for more information to do so. You may use an authorised agent where the law allows, and we may require proof of the agent's authority. If we decline your request, you may appeal by replying to our decision.

If your information is Customer Data (for example, you chatted with a business that uses Talkivio), please contact that business directly, as it controls your information.

11. Children

The Service is intended for business use by adults and is not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child has given us personal information, contact us and we will delete it.

12. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and update the "Last updated" date, and if the changes are material we will notify customers by email or in the Service before they take effect.

13. Contact

Desverso LLC, operator of Talkivio. Privacy questions and requests: privacy@talkivio.com. Other legal matters: legal@talkivio.com.