Your data
Plain answers to the questions a careful business owner should ask before putting an assistant in front of their customers.
Who owns what
Your content is yours. Your website text, documents, saved answers and business details belong to you. We hold them to run your assistant, and for nothing else.
Your customers' conversations are yours too. When someone chats with your bot, that conversation is your business record. In legal terms you are the data controller and Telybot is your processor.
What we do not do
- We never mix your content with another business's. Your bot searches your knowledge and only yours.
- We never train anything shared on your data. Your content improves your bot. It does not go into any general model.
- Nothing from the Keyda keyboard reaches your bot, and nothing from your bot reaches it. They are separate products with separate accounts and separate databases.
Who at Telybot can see it
Our operations team can read a business's conversations to investigate abuse or when you ask us for help with a specific chat. Every such access is recorded — what was read, which business, when and from where.
Deleting it
Delete a source and its content leaves your assistant immediately.
Delete your business from Account and everything goes: sources, saved answers, conversations, your menu, orders and bookings, and the assistant itself. It is not recoverable, which is the point.
Where it lives
On our servers in support of your assistant, and with the AI providers who generate the answers. Answers are generated on demand; the providers we use do not retain your content to train their models.
If you connect an action, the details a customer gives for a lookup — an order number, an email — are sent to your own API, and what it returns is used only to answer that customer. Your API key is stored encrypted and is never shown or sent anywhere else.
Orders and bookings
When you take orders or bookings in the chat, we keep what the customer gave for each one — their name, phone number, delivery address or table, and any note — with the lines and the total. You see it on the Orders and Bookings screens, and in the alert email you get for each one. The name, phone, address and notes on the order are erased after 180 days; the totals stay for your records. The name and phone are also shown on the chat, where they are kept as long as your chats are.
A booking's note stays with you. Patients write symptoms there. It is shown on your Bookings screen and in its CSV export, and is never sent to the AI or put in an email.
No payment details pass through the chat. Customers pay you directly.
The customer's browser keeps the current chat until its tab is closed (in an app built with our SDKs, for 24 hours), and references to their own orders and bookings, so their booking still shows when they come back next week. For 24 hours it keeps what they typed at checkout, so they need not type it again. It also keeps a random id that links their chats for you in Chats; that id is not created when their browser asks not to be tracked, nor in an app built with our SDKs. The browser keeps it until the customer clears the site's data; the copy on each chat is deleted with that chat. The menu statistics on your Overview are daily counts with nobody's identity in them.
WhatsApp alerts go only to team members who switch them on, at the phone number they sign in with. They carry the order's number, what it is and its total, with a link — never the customer's name, phone number, address or note. They are sent through Twilio.
Agreements
Our Data Processing Agreement applies to every business automatically, as part of the Terms. If you need a countersigned copy before signing off internally, write to support@telybot.com and we will send one.