This Privacy Policy explains how Desk Genie (“Desk Genie”, “we”, “us”) collects, uses, shares, retains and protects information when you visit our website, use our platform, or communicate with us. We act as a processor of the customer-conversation data our business customers bring to the platform, and as a controller of the account and website data we collect directly. It also describes how we handle data obtained through the Meta and Google platforms, consistent with their developer policies.
We collect information in three ways:
We do not sell your personal information, and we do not use data obtained from Meta or Google platforms for advertising or to train third-party AI models.
Where applicable law requires a legal basis, we rely on: performance of a contract with you; our legitimate interests in operating and improving the service; your consent (for example, for certain cookies or marketing); and compliance with legal obligations.
When our business customers connect their channels, the resulting conversations, contacts and tickets are processed on their instructions. That customer is the controller of this data; Desk Genie is the processor. We do not sell this data, and we do not use it to train third-party AI models. Handling of this data is governed by the agreement between us and the customer (including any data processing terms).
Desk Genie connects to third-party messaging and review platforms at your direction. When you connect one of these platforms, we access only the data needed to bring those conversations into your inbox and to provide the features you enable.
When you connect a WhatsApp, Facebook or Instagram channel, we access and process messages, message metadata, phone-number identifiers, and profile information exchanged between you and your customers, solely to operate the support service you configure (ticketing, routing, drafting, transcription and analytics). Our access to and use of this data complies with the Meta Platform Terms and the Meta Developer Policies. We do not sell this data, do not use it for advertising, and do not use it to build profiles for purposes unrelated to the service. You and your end-users can request deletion of this data as described in Section 9.
When you connect a Google service, for example to bring in Google reviews or YouTube comments, we access the relevant content and account information through Google APIs to display, ticket and respond to it within Desk Genie. Our use of this data is limited to providing user-facing features and is subject to the following:
In particular, we do not use Google user data for advertising, we do not transfer or sell it, and we do not allow humans to read it except with your consent, for security or abuse investigations, to comply with applicable law, or where the data has been aggregated and anonymised.
We share information only as needed to run the service: with sub-processors (such as cloud hosting, and AI providers used to generate drafts and transcriptions) under contract; with the messaging and review platforms you connect; with your instruction; or where required by law. We do not sell personal information. We maintain a current list of sub-processors and will make it available on request.
Desk Genie uses AI to categorise messages, detect emergencies, and draft suggested replies. These are suggestions: a human reviews and approves customer-facing replies except where you explicitly configure automated acknowledgements. Data sent to AI providers for these features is not used by them to train their models, and the system is designed so that support continues to function if AI services are unavailable.
We keep personal and conversation data only for as long as needed to provide the service and for legitimate business or legal purposes, after which it is deleted or anonymised. Business customers can configure retention periods and request export or deletion of their data at any time. Platform data obtained from Meta or Google is retained no longer than necessary for the features you use, and is deleted when you disconnect the channel or on request.
You can request deletion of your personal data, or data associated with your account, at any time:
If you contacted a business that uses Desk Genie, that business is the controller of your data; we will assist them in fulfilling your request.
Our website uses strictly-necessary cookies to run the service and, with your consent where required, analytics cookies to understand and improve usage. You can control cookies through your browser and, where shown, our cookie banner. We honour recognised opt-out signals where applicable law requires.
We use technical and organisational measures including encryption of secrets at rest, encryption in transit, least-privilege access controls, tenant isolation and audit logging. No system is perfectly secure, but we work continuously to protect your information. See our Security page.
Depending on your location, you may have rights to access, correct, delete, port or restrict the processing of your personal data, and to object or withdraw consent. Residents of the EEA and UK have rights under the GDPR. California residents have rights under the CCPA/CPRA, including the right to know, delete, and opt out. We do not sell or share personal information for cross-context behavioural advertising. To exercise any right, contact us using the details below; we will not discriminate against you for doing so. If your data was provided through one of our business customers, we may refer your request to that customer as the controller.
We may process information in countries other than your own. Where we do, we use appropriate safeguards (such as standard contractual clauses) as required by applicable law.
Desk Genie is a business tool and is not directed to children, and we do not knowingly collect personal data from children under the age required by applicable law.
We may update this policy from time to time; we'll post the new effective date here and, where appropriate, notify you. Questions or requests? Contact our privacy team at [email protected].