Privacy Policy

1. Introduction

DeskClone (“we,” “us,” or “our”) operates DeskClone.ai (the “Service”). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Service.

2. Information We Collect

We may collect the following types of information:

• Account Information: Name, email address, company name, and other details you provide during registration.
• Support Data: Customer support conversations, tickets, documents, and knowledge base content you connect to our Service for the purpose of training and operating your AI support agent. For chats and forms on your site, this includes what the visitor gives (their name and email), the page they wrote from, the site that sent them there, their language, approximate location and time zone, and their browser and device. If a workspace asks its customers to rate a chat, we keep the score and any comment with that conversation. Forgetting a visitor erases both; when a conversation is erased, its comment goes with it and the score stays, with nothing that identifies the customer. When you ask Jarvis, the assistant in your dashboard, about your tickets, contacts or conversations, or about your plan, invoices, settings and team, its chat keeps what it read, such as a customer's name, email address and message, your invoice amounts, the addresses that get your usage alerts, or your teammates' and partners' names and addresses. If you ask us to forget a visitor, we remove them from these chats too.
• Usage Data: Information about how you interact with our Service, including log data, device information, and analytics data.
• Cookies: We use cookies and similar technologies to analyze site traffic and improve your experience. You can manage your cookie preferences through our cookie consent banner.
• Website Analytics: We use Google Analytics (subject to your cookie consent) and PostHog to understand how visitors use our website - pages viewed, interactions such as clicks and hovers, device information, and recordings of visits to this website. What you type into form fields is masked in those recordings, and we do not use this data for third-party advertising.

3. How We Use Your Information

• To provide, operate, and maintain the Service
• To process your support data for the purpose of training and running your AI support agent, built on DeskClone AI
• To improve, personalize, and expand the Service
• To communicate with you about updates, support, and marketing
• To analyze usage patterns and optimize performance
• To comply with legal obligations

4. Data Processing & Storage

Your support data is processed solely to provide the Service. We do not sell, rent, or share your data with third parties for their marketing purposes. The companies below process data on our behalf to run the Service. This is the complete list, and we update it before any new company receives your data.

• Amazon Web Services: hosting, database, file storage, email delivery, and the search index for your knowledge base (AWS Bedrock).
• OpenAI: writes your agent's replies to visitor conversations, builds your knowledge base from your website pages and documents, and reads the conversations you give the free Resolution Auditor (section 4a).
• Anthropic: an alternative AI provider for your agent's replies, used when our model settings select it.
• Cloudflare: bot and abuse protection (Turnstile) on sign-up, on the chat widget and on the Resolution Auditor.
• Sentry: error reports from our app and servers, with personal-data collection switched off.
• Smartlook: session recordings of the DeskClone dashboard, so we can find and fix problems in it. It does not run in the chat widget your visitors use.
• PostHog: product analytics in the DeskClone dashboard (no session recording there), and analytics with session recordings on this website.
• Google Analytics: website analytics on this website, only after you accept cookies.
• Dodo Payments: payment processing for subscriptions bought on deskclone.ai. If you subscribe through Shopify or Wix, that platform handles your billing.

Services you choose to connect, such as Google, Microsoft, Shopify, Stripe or Zendesk, receive and send data at your direction, under your own agreement with them.

4a. The Resolution Auditor (free tool)

When you upload or paste support conversations into the Resolution Auditor, we use them only to produce your result. The file is deleted as soon as the check finishes, and within 24 hours at most if it fails. Your result, including the reasoning for each conversation, is kept for one hour so the page can show it, then deleted.

Email addresses and phone numbers are removed before the conversations reach OpenAI's model; names and order details are not. OpenAI processes them on our behalf and does not use them to train its models.

After the hour, we keep only numbers about the check (how many conversations, the rates, file type, time taken, cost) and basic visit data (the page you came from, campaign tags, country), for up to two years, to build an industry benchmark. We do not keep your IP address; a daily limit on checks uses a one-way code derived from it, deleted after two days. We never ask for, and never accept, a login or API key for your helpdesk.

If you ask us to remind you to check again, we keep your email address and the date, and send you that one reminder a month later. We don't add you to any other list. To cancel it or have your address deleted, reply to the reminder or contact us.

5. Data Retention

We retain your data for as long as your account is active or as needed to provide the Service. You may request deletion of your data at any time by contacting us.

6. Data Security

We implement appropriate technical and organizational security measures to protect your data. However, no method of transmission over the Internet is 100% secure, and we cannot guarantee absolute security.

7. Your Rights (GDPR)

If you are located in the European Economic Area (EEA), you have certain data protection rights, including:

• The right to access, update, or delete your personal data
• The right to data portability
• The right to restrict or object to processing
• The right to withdraw consent

To exercise these rights, please contact us at privacy@deskclone.ai.

8. Third-Party Services

Our Service may contain links to third-party websites or integrate with third-party services. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the “Last updated” date.

10. Contact Us

If you have any questions about this Privacy Policy, please contact us at privacy@deskclone.ai. For data protection inquiries, contact our DPO at dpo@deskclone.ai