Privacy Policy

Overview

This policy explains what information [Company Name] ("we," "us," or "our") collects when you use this self-hosted Chatwoot instance at chatwoot.net and app.chatwoot.net (the "Service"), how we use it, and the choices you have.

This Service runs on infrastructure we operate ourselves, rather than a third-party SaaS platform. That means the data described below is stored on servers under our control and is not shared with the makers of the Chatwoot software.

Information we collect

We collect information in the following ways:

• Account information — name, email address, and password (stored as a secure hash) when an agent account is created.
• Conversation content — messages, attachments, and metadata sent through connected channels such as email, website live chat, WhatsApp, Instagram, or Messenger.
• Contact details — information a customer shares while messaging us, such as their name, email, phone number, or order details.
• Usage data — pages visited, actions taken in the dashboard, browser type, device information, and IP address, collected automatically to keep the Service reliable and secure.
• Cookies and local storage — small files used to keep you signed in and remember your preferences. See the Cookies section below.

How we use it

We use the information above to:

• Operate and maintain the shared inbox, including routing and displaying conversations to the right agent or team.
• Authenticate agents and protect accounts from unauthorized access.
• Respond to support requests sent through any connected channel.
• Monitor performance, diagnose technical issues, and improve reliability.
• Meet legal, tax, and regulatory obligations that apply to us.

We do not sell personal information, and we do not use customer conversation content for advertising.

Messaging channel data

When you connect a channel such as Facebook Messenger, Instagram, or WhatsApp to this Service, we receive messages sent to that channel via the relevant platform's API, so they can be displayed and answered in the shared inbox. We access only what is necessary to deliver, display, and reply to those messages, in line with each platform's own developer policies. We do not use this data to build advertising profiles, and we do not share it with any third party except as described in the Sharing section below.

Sharing your information

We do not sell personal information. We may share it in limited circumstances:

• Service providers — infrastructure providers (such as our hosting provider) who process data strictly on our behalf, under contractual confidentiality obligations.
• Legal requirements — when required to comply with a valid legal process, or to protect the rights, property, or safety of our users or the public.
• Business transfers — if [Company Name] is involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction, subject to this policy or a materially equivalent one.

Data retention

We retain conversation and account data for as long as your account is active, or as needed to provide the Service, resolve disputes, and comply with our legal obligations. You may request deletion of your data as described in Your Rights below, subject to any legal retention requirements that apply to us.

Security

We use industry-standard safeguards — including encryption in transit, access controls, and regular updates to the underlying software — to protect information against unauthorized access, alteration, or loss. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Your rights and choices

Depending on where you live, you may have the right to access, correct, export, or delete your personal information, or to object to or restrict certain processing. To exercise any of these rights, contact us using the details below. We will respond within the timeframe required by applicable law.

Cookies

We use cookies and similar technologies to keep you signed in, remember your preferences, and understand how the dashboard is used. You can control cookies through your browser settings; disabling them may affect parts of the Service, such as staying signed in.

Children's privacy

This Service is intended for business use and is not directed at children. We do not knowingly collect personal information from children under 13 (or the minimum age required in your jurisdiction). If you believe a child has provided us with personal information, please contact us so we can remove it.

Changes to this policy

We may update this policy from time to time. If we make material changes, we will update the "Last updated" date above and, where appropriate, notify account holders directly.

Contact us

Questions about this policy or your data can be sent to [email protected], or by mail to [Company Name, Company Address].