1. Scope
This policy explains how [Company name] (“we”, “us”) collects, uses, shares and protects personal data when Heilo (the “Service”) is used. It applies to:
- Dashboard users: the owners, admins and agents of customers who use Heilo.
- Website visitors: people who visit a customer’s website and chat through the Heilo widget.
- Visitors to the Heilo website.
2. Our role
- For the account data of dashboard users, we are the data controller.
- For data about visitors to customers’ websites, the customer (the website owner) is the data controller; we are the data processor and process that data only on the customer’s instructions in order to provide the Service.
If you are a website visitor and have questions about your data, please contact the owner of the website where you chatted. If you send the request to us, we will forward it to that website owner and help them handle it.
3. Data about dashboard users
- From Google when you sign in: your email address, name, profile photo and Google account ID. Heilo only requests the
openid,emailandprofilescopes; we never receive your Google password and do not access Gmail, Drive, contacts or any other Google data. - From Apple when you sign in with Apple: your Apple account ID, your email address (or, if you choose Hide My Email, a private relay address that forwards to you) and, on the first sign-in only, your name. Heilo only requests
nameandemail; we never receive your Apple password. - Workspace and collaboration: workspace name, each member’s role, the emails of people you invite, website details (name, domain), widget settings, chatbot rules and notes about visitors.
- Activity: messages sent by agents, conversation assignments, response times (for reports), when the account was created and the last sign-in.
- Preferences: your dashboard language, which is also used for the emails we send you.
- Billing: current plan, billing interval, subscription status, period end date, and your Polar customer and subscription IDs. We do not collect or store card details; payment information is collected directly by Polar.
- Integrations: API keys (stored only as a SHA-256 hash plus the first few characters so you can recognize them), webhook URLs and webhook signing secrets.
- Technical: the sign-in session cookie (see Cookies and browser storage); IP addresses are used temporarily for rate limiting and abuse prevention.
4. Website visitor data (processed on behalf of customers)
When a page with the Heilo widget is opened, the widget creates a session for the visitor (even before they send a message) and the Service stores the following data for the website owner:
- Messages: the content of conversations with agents and the chatbot, with the time they were sent.
- Pages viewed: the page URL and title, the referring page (referrer), the first page visited, the number of visits and the time of the last visit.
- Browser and device: the user agent string (browser, operating system, device type), screen size, language, time zone and country (if our network infrastructure provides it).
- Optional details: name, email and phone number when the visitor enters them (for example leaving an email while the team is offline), when the website passes them through the JavaScript SDK, or when an agent updates them; agents’ notes about the visitor.
- Visitor token: a random identifier stored in the browser’s localStorage that lets the widget recognize returning visitors and show their chat history again.
If a visitor leaves an email address, replies from the website’s team may be emailed to them when they are no longer on the website (see Emails we send).
We do not store IP addresses in visitor profiles and do not use visitor data for any purpose of our own other than providing, securing and troubleshooting the Service.
5. How we use data
- Providing the Service: sign-in, workspace management, real-time message delivery, notifications and reports.
- Managing free trials and plans, and syncing subscription status with Polar.
- Sending transactional emails (see Emails we send).
- Security, detecting and preventing abuse, and troubleshooting.
- Contacting you about your account, billing, changes to our terms or security incidents.
- Complying with legal obligations.
We do not sell personal data and do not use it for advertising.
6. Emails we send
We send transactional emails through our email provider, Resend:
- Trial reminders to the workspace owner, about a day before the free trial ends and when it has ended.
- Offline message alerts to the assigned agent, or to the workspace’s owners and admins, when a visitor writes while nobody on the team is online. These include the visitor’s name or email (if known) and an excerpt of the message.
- Replies to visitors who left an email address and are no longer on the website. These are sent on behalf of the website owner, show the website’s name and contain the agent’s reply.
Emails to dashboard users are written in your dashboard language. Payment receipts and invoices are sent by Polar.
9. International data transfers
The Service’s servers are located in [Server location]. Google, Polar and Resend may process data outside Vietnam. When transferring data abroad, we follow the procedures and safeguards required by applicable law.
10. Data retention and deletion
- Account and workspace data is kept for as long as the account exists so you can continue when you buy a plan, including after the free trial ends or a subscription is cancelled.
- The owner can delete a website at any time; this permanently deletes all conversations, messages and visitor data of that website. API keys, webhooks, invitations and members can also be removed in the dashboard.
- Account deletion: send a request from the email you sign in with to [Contact email]. After verifying the request, we will delete your account and the workspaces you own (including websites, conversations and visitor data) within [30] days. Messages you sent in other people’s workspaces belong to those workspaces’ data.
- Backups may persist for up to [number of days] days before being overwritten. Payment transaction records are kept by Polar in line with Polar’s legal obligations.
11. Security
We use measures such as HTTPS encryption in transit, HttpOnly cookies, hashed API keys, HMAC-SHA256 webhook signatures, role-based permissions within workspaces and rate limiting. No system is completely secure; if an incident affects personal data, we will notify you and the competent authorities as required by law.
12. Your rights
Subject to applicable law, you have the right to:
- Be informed about the processing of your data; give or withdraw your consent.
- Access, correct, receive a copy of or request deletion of your personal data.
- Request restriction of, or object to, the processing of your data.
- Lodge a complaint with the competent authority.
Your name and profile photo come from your Google or Apple account, and you can change your name in Settings at any time. To exercise your other rights, send a request to [Contact email]; we will respond within the time limit set by law. Website visitors should contact the website owner first (see Our role).
13. Children
The Heilo dashboard is intended for businesses and people aged 18 or over. Customers must not use the Service to knowingly collect children’s data without the consent of a parent or guardian as required by law.
14. Changes to this policy
We may update this policy. For material changes, we will notify you by email or in the dashboard before they take effect. See also our Terms of Service.
15. Contact
- Operator: [Company name]
- Business registration number: [Business registration number]
- Address: [Address]
- Email: [Contact email]