1. Introduction
Welcome to EloaChat ("we", "our", or "us"). We are committed to protecting your personal information and your right to privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our customer service widget, agent console, and related services (collectively, the "Service").
By using EloaChat, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with the terms of this Privacy Policy, please do not access or use our Service.
2. Information We Collect
2.1 Information You Provide
We may collect the following types of information that you voluntarily provide to us:
- Account Information: When you register as an agent, we collect your Telegram user ID, display name, and associated line configuration.
- Chat Messages: The content of messages exchanged between customers and agents through the EloaChat widget.
- Contact Information: Email addresses, phone numbers, or other contact details you provide through the contact form or support chat.
2.2 Information Collected Automatically
When you use our Service, we may automatically collect certain information, including:
- Session Data: Unique session identifiers, timestamps, and session status for managing chat conversations.
- Device Information: Browser type, operating system, and device identifiers used to access the Service.
- Usage Data: Interaction patterns, pages visited, and features used within the Service.
- IP Address: Collected for security, fraud prevention, and analytics purposes.
3. How We Use Your Information
We use the information we collect for the following purposes:
- To provide, maintain, and improve the EloaChat Service.
- To facilitate real-time communication between customers and support agents.
- To send notifications to agents about new customer messages via Telegram.
- To manage agent duty status and scheduling.
- To detect, prevent, and address technical issues and security threats.
- To respond to your inquiries and provide customer support.
- To comply with legal obligations and enforce our terms of service.
4. Data Sharing and Disclosure
We do not sell your personal information to third parties. We may share your information in the following circumstances:
- Service Providers: We use third-party services such as cloud hosting (AWS), content delivery (Cloudflare), and messaging platforms (Telegram) to operate our Service.
- Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction.
- Legal Requirements: We may disclose your information if required by law or in response to valid requests by public authorities.
5. Data Retention
We retain your personal information only for as long as is necessary for the purposes set out in this Privacy Policy. Chat messages and session data are retained for up to 12 months after the last activity, unless you request earlier deletion. Account information is retained for the duration of your account's existence.
6. Data Security
We implement appropriate technical and organizational measures to protect your personal information, including:
- Encryption of data in transit using TLS/SSL.
- Secure WebSocket connections for real-time communication.
- Domain whitelist validation to prevent unauthorized access.
- Regular security audits and vulnerability assessments.
While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.
7. Your Rights
Depending on your location, you may have the following rights regarding your personal information:
- Access: Request access to the personal data we hold about you.
- Correction: Request correction of inaccurate or incomplete data.
- Deletion: Request deletion of your personal data, subject to legal obligations.
- Portability: Request a copy of your data in a structured, machine-readable format.
- Objection: Object to the processing of your personal data for certain purposes.
To exercise these rights, please contact us at privacy@eloachat.com.
8. Children's Privacy
Our Service is not directed to individuals under the age of 16. We do not knowingly collect personal information from children under 16. If we become aware that we have collected personal data from a child under 16, we will take steps to delete such information.
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. You are advised to review this Privacy Policy periodically for any changes.
10. Contact Us
If you have any questions about this Privacy Policy, please contact us: