Privacy Policy

This Privacy Policy explains how OneChat (“OneChat”, “we”, “us”) collects, uses, and shares information through our website, dashboard, and AI support agent (together, the “Service”). It covers two kinds of people: customers who sign up for OneChat to run an agent, and the end users — your own customers — who message that agent on a channel you’ve connected.

1. Information we collect

If you’re a OneChat customer, we collect:

Account information — name, email address, and authentication details when you sign up (including via Google sign-in).
Agent configuration — the instructions, knowledge, and settings you give your agent.
Channel credentials — the access tokens or API keys you provide to connect a platform (for example WhatsApp, LINE, Instagram, Telegram, or Crisp).
Billing information — handled by our payment processor, Stripe; we don’t store your full card number ourselves.
Usage and log data — how you use the dashboard, and technical logs needed to operate and secure the Service.

If you’re messaging one of our customers’ agents (an end user), we process:

Your messages — the text, and where the channel supports it, voice notes and attachments, that you send to the agent, along with the agent’s replies.
Basic channel identifiers — whatever the platform hands us to route a conversation and reply to the right person (for example a WhatsApp number, or a LINE or Telegram user ID). We only receive what the platform gives us for messages sent to a business using OneChat.

If you report an agent to us under our Acceptable Use Policy, we collect what you send us — your email address, your description of what happened, and any screenshots or messages you include — and use it only to investigate and respond to the report.

2. AI processing — who sees your messages

To generate a reply, OneChat sends the relevant conversation content — the end user’s message and the business’s agent instructions and knowledge — to Anthropic, the provider of the Claude models we use to power responses. Anthropic processes this content to return a generated reply and, under our agreement with them, does not use it to train their models. This applies regardless of which channel a message arrives on.

When a conversation is escalated to a human, we also send a summary and relevant message history to the destination the business configured (for example, a Slack channel they connect) so their team can pick it up with context.

3. How we use information

To operate the Service — generate replies, route conversations, and show them in the dashboard;
To maintain and improve the Service, including diagnosing problems and securing our systems;
To communicate with customers about their account, billing, and material changes to the Service;
To investigate reports of misuse and enforce our Terms of Service and Acceptable Use Policy;
To comply with legal obligations.

We don’t routinely monitor conversation content. People on our team look at an agent’s configuration or conversations only when there’s a reason to — to investigate a report or a suspected policy violation, to give a customer support they’ve asked for, to diagnose a problem, or because the law requires it. We may also use automated checks to flag agents that appear to violate our Acceptable Use Policy.

We don’t sell personal information, and we don’t use end users’ message content to market to them.

We share data with the service providers (“subprocessors”) that let us run OneChat, each bound by an agreement covering how they may use it:

Anthropic — generates AI replies from conversation content, as described above.
Fly.io — hosts our application infrastructure and databases.
Google / Firebase — handles account authentication.
Stripe — processes payments for paid subscriptions.
The messaging and storefront platforms you connect (for example WhatsApp, LINE, Instagram, Telegram, Shopify, Crisp) — to send and receive the messages that make up your conversations.
Slack — if a customer connects it, to deliver conversations that are escalated to their team.

We may also disclose information if required by law, to report suspected illegal activity to law enforcement, to protect our rights or the safety of others, or as part of a merger, acquisition, or sale of assets, with notice where required.

5. Data retention

We keep conversation data for as long as the OneChat customer’s account is active, so they can review their conversation history, plus a reasonable period after account closure for backups and legal compliance. A customer can request deletion of their data at any time by contacting us.

If we suspend or terminate an account for violating our Terms or Acceptable Use Policy, we may keep a record of the account, the violation, and the evidence we relied on for as long as we need it to prevent the account from being re-opened, to handle disputes, and to meet our legal obligations — even after a deletion request.

6. Security

We use industry-standard measures — encryption in transit, access controls, and isolated per-environment credentials — to protect the data we hold. No method of transmission or storage is perfectly secure, and we can’t guarantee absolute security.

7. International transfers

OneChat and the subprocessors listed above may process data in countries other than the one you or your customers are located in. Where required, we rely on appropriate safeguards, such as standard contractual clauses, for these transfers.

8. Your rights

Depending on where you live, you may have the right to access, correct, delete, or export the personal data we hold about you, or to object to certain processing. OneChat customers can manage most of this directly from their dashboard. If you’re an end user messaging a OneChat-powered agent and want to exercise these rights, contact the business you messaged directly, or reach us at hello@onechathq.com and we’ll route your request.

9. Children’s privacy

The Service is not directed at children, and we don’t knowingly collect personal information from children under 13 (or the equivalent minimum age in your jurisdiction) through our own account sign-up.

10. Changes to this policy

We may update this Privacy Policy as the Service evolves. If a change is material, we’ll let you know by email or an in-app notice before it takes effect.

11. Contact

Questions about this policy or your data? Reach us at hello@onechathq.com.