Privacy Policy

1 Introduction

Helpence ("we", "us", or "our") is 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 real-time customer support platform, including our web application, embeddable widget, and APIs (collectively, the "Service").

2 Information We Collect

We collect information in the following ways:

Information you provide directly

• Account registration data: name, email address, company name, and password.
• Profile information: display name and profile picture.
• Chat content: messages, file attachments, and feedback submitted during chat sessions.
• Contact form submissions: name, email, company, and message.

Information collected automatically

• Usage data: pages visited, features used, and interaction timestamps.
• Device and browser information: browser type, operating system, and IP address.
• WebSocket connection metadata: connection time, duration, and session identifiers.

Information from third parties

• We do not currently purchase or receive personal data from third-party data brokers.

3 How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain the Service.
• Authenticate users and manage account access.
• Route chat sessions to the correct agents and products.
• Generate analytics and performance reports for company administrators and platform administrators.
• Send transactional emails (account invitations, password resets).
• Respond to support inquiries and contact form submissions.
• Improve and develop new features of the Service.
• Comply with legal obligations.

4 Data Storage and Security

Your data is stored in secured, access-controlled databases hosted on reputable cloud infrastructure located in India. We implement industry-standard security measures, including:

• Secure token-based authentication with short-lived sessions.
• All data is encrypted in transit and at rest.
• Passwords are stored using strong one-way hashing.
• Role-based access control: agents, company admins, and platform admins can only access data within their scope.
• File uploads are stored with randomised filenames and path-traversal protection.

5 Data Retention

We retain your personal data for as long as your account is active or as needed to provide you the Service. Chat session history and messages are retained indefinitely unless you request deletion. You may request deletion of your account and associated data by contacting us at support@helpence.com.

6 Sharing of Information

We do not sell or rent your personal data. We may share your information in the following circumstances:

• Within the platform: Agents can see guest names, email addresses, and chat messages for sessions assigned to them. Company admins can see all sessions within their company. Platform admins can see aggregated data across all companies.
• Service providers: We may share data with hosting, email, and infrastructure providers who process data on our behalf under confidentiality agreements.
• Legal requirements: We may disclose data if required by law, court order, or government authority.

7 Cookies and Local Storage

The Service uses browser sessionStorage to store authentication tokens during your session. Tokens are removed when the browser session ends. We do not use persistent tracking cookies for advertising. Standard session cookies may be set by our hosting infrastructure for load-balancing purposes.

8 Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal data we hold about you.
• Correct inaccurate personal data.
• Request deletion of your personal data.
• Object to or restrict certain processing activities.
• Data portability: receive a copy of your data in a structured format.

To exercise any of these rights, contact us at support@helpence.com.

9 Children's Privacy

The Service is not directed to individuals under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal information, please contact us and we will delete it promptly.

10 Changes to This Policy

We may update this Privacy Policy from time to time. We will notify registered users of material changes via email or an in-app notice. The "Last updated" date at the top of this page reflects when the policy was last revised. Continued use of the Service after changes constitutes acceptance of the updated policy.

11 Contact Us

If you have questions or concerns about this Privacy Policy, please contact us: