Privacy Policy

Last updated 1 November 2026

This policy explains how Autellicare handles personal data when you visit our website or use the Service. It covers two different roles. For our website, our own accounts and billing, we decide how data is used (we are the "controller"). For the conversations and customer records a business keeps in its workspace, the business decides and we process data on its behalf (we are the "processor").

1. Data we collect

Account data: name, work email, phone number where required, company name, country, workspace address and login details.
Workspace content: messages, attachments, tickets, notes, knowledge articles, menus, workflows and settings that a business and its customers put into the Service, including customer contact identifiers such as a phone number or chat identifier.
Billing data: plan, invoices, payment status and billing contact details. Card or mobile-money credentials are handled by payment providers, not stored by us in full.
Technical data: IP address, device and browser type, log entries, security events and an audit log of important actions.
Website data: pages visited and interactions, collected only if you accept analytics (see Data and Cookies).
Support data: what you send us when you contact us.

2. How we use data

To provide, secure, support and improve the Service.
To create and manage accounts, send service messages and billing notices.
To meet legal, tax and accounting duties, prevent fraud and abuse, and enforce our terms.
With your consent, to measure website use.

Where law requires a legal basis, we rely on performing our contract with you, our legitimate interests in running and securing the Service, compliance with legal obligations, and consent where we ask for it.

3. AI processing

When AI features are enabled for a workspace, relevant message text and knowledge content may be sent to an AI model provider to produce a reply. Depending on the workspace's settings, this uses the business's own provider key or one provided through the platform. Identity checks, permissions and actions are handled by the Service's own rules, and secrets such as passwords and keys are not given to the AI.

We share data only as needed with: hosting and infrastructure providers; email and messaging providers and channel networks the business connects; payment providers; AI model providers; professional advisers; and authorities where the law requires. We do not sell personal data. Where a provider acts for us, we require appropriate protection of the data.

5. International transfers

Data may be processed in countries other than yours. Where required, we use appropriate safeguards for such transfers.

6. How long we keep data

Workspace content is kept while the workspace is active and the business controls its retention settings.
When a workspace is closed, it goes through our deletion process, which includes a notice and cooling-off period and an option to receive a final export. After that, content is deleted or anonymised.
Financial and tax records, such as invoices, are kept for the period the law requires.
Backups are encrypted and expire on a schedule, so deleted data can remain in backups for a limited time before they are overwritten.
Logs and audit records are kept for as long as needed for security and accountability.

7. Security

We use measures designed to protect data, including separation of each workspace's data at the database level, encryption of stored credentials, access controls, rate limiting, audit logging and encrypted backups. No system is perfectly secure, so please also protect your own credentials. Tell us at [email protected] if you find a security issue.

8. Your rights

Depending on where you live, you may have rights to access, correct, delete, restrict or object to the use of your data, to data portability, and to withdraw consent. If you are a customer of a business that uses Autellicare, please contact that business first, because it controls your conversation data. You can also contact us at [email protected], and you may complain to your data protection authority.

9. Children

The Service is for businesses and is not directed to children. We do not knowingly collect children's data for our own purposes.

10. Changes

We may update this policy and will post the new date. For material changes we will notify account holders.

11. Contact

Privacy questions and requests: [email protected].