Privacy Policy
Your privacy matters. Learn how we collect, use, and protect your data in our AI-powered customer engagement platform.
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Introduction
Welcome to Convonest, your AI-powered customer engagement platform. This Privacy Policy explains how we collect, use, and protect your information when you use our services for managing customer interactions across chat, email, and other digital channels.
We are committed to protecting your privacy and maintaining the highest standards of data security. This policy applies to all users of our platform, including businesses and their customers.
🛡️ Our Commitment
We comply with GDPR, DPDP and other applicable data protection regulations to ensure your data is handled responsibly and securely.
Information We Collect
👤 Account Information
- • Name and contact details
- • Email addresses and phone numbers
- • Company information
- • Account credentials
💬 Communication Data
- • Customer emails and chat messages
- • Support tickets and conversations
- • Response times and interaction history
- • Customer satisfaction ratings
⚙️ Usage Information
- • Platform usage and feature interactions
- • Agent performance metrics
- • Dashboard and report access
- • Login times and session data
📱 Technical Data
- • Device and browser information
- • IP addresses for security
- • Cookies and similar technologies
- • Error logs and performance data
📧 Email Integration
When you connect your email account to our platform, we access your emails to provide customer support management features. You can connect via:
- • IMAP Protocol: Standard email protocol using app-specific passwords
- • Microsoft OAuth 2.0: Secure authorization for Outlook/Microsoft 365 accounts
What we access:
- • Email content and attachments
- • Sender/recipient information and timestamps
- • Email folders and labels
All email data is encrypted and stored securely in data centers in India. You can disconnect your email account anytime from your account settings.
How We Use Your Data
Service Delivery
Provide our AI-powered customer engagement platform, including email classification, chat management, and automated responses.
AI-Powered Features
Enhance platform features like email classification, automated response suggestions, and workflow optimization using AI processing.
Analytics & Reports
Generate performance dashboards and analytics to help you manage and improve your customer engagement operations.
🔍 Legal Basis for Processing
• Contract Performance: To provide our services as agreed
• Legitimate Interest: To improve features and functionality
• Consent: For marketing communications and optional features
• Legal Compliance: To meet regulatory requirements
Data Protection
We implement industry-standard security measures to safeguard your data from unauthorized access, loss, or misuse.
🔒 Access Controls
We use role-based access controls, periodic access reviews, and detailed audit logging to ensure only authorized personnel can access your data.
🔐 Security Measures
- • Enterprise-grade encryption for data at rest and in transit
- • Secure data centers in India
- • Regular security monitoring and audits
🛡️ Email Security
- • OAuth 2.0 tokens encrypted at rest and in transit (for Outlook)
- • IMAP credentials encrypted in secure storage
- • Regular security audits
- • No storage of user passwords
Data Sharing
We do not sell your data. We only share information in limited circumstances to provide our services or comply with legal requirements.
✅ When We Share Data
- • With your explicit consent
- • With service providers under strict agreements
- • To comply with legal obligations
- • To protect rights, safety, or security
❌ What We Don't Do
- • Sell data to third parties
- • Share data for advertising
- • Provide access without safeguards
- • Use data outside stated purposes
AI Processing
Our AI systems process your email data to deliver features such as email classification, automated response suggestions, and workflow optimization. All AI processing occurs securely within our platform to provide and enhance the features you use.
Your Rights
Access Your Data
Request a copy of the personal data we have about you.
Correct Information
Update or correct any inaccurate personal information.
Delete Your Data
Request deletion of your personal data when no longer needed.
Export Your Data
Download your data in a portable format.
Object to Processing
Object to certain uses of your data, including marketing.
Restrict Processing
Limit how we process your data while addressing concerns.
📞 How to Exercise Your Rights
Contact us at privacy@convonest.com to exercise any of these rights. We'll respond within 30 days.
Please include your name, contact information, and specific request. We may need to verify your identity before processing.
Data Retention
We keep your data only as long as needed to provide our services and comply with legal requirements.
📋 Retention Periods
We retain different categories of data for varying periods depending on legal, business, and operational needs. Retention periods are outlined in our Terms of Service and may be updated from time to time.
🗂️ After Deletion
- • Data is securely deleted from our systems
- • Backups are overwritten within 90 days
- • Some data may be retained for legal compliance
- • Anonymous analytics may be preserved
- • Email credentials (IMAP app passwords or OAuth tokens) stored encrypted
- • Upon disconnection, email access credentials are deleted within 30 days
⚖️ Legal Requirements
Some data may be retained longer to comply with legal, tax, or regulatory obligations. We will inform you if extended retention is required and the specific legal basis for it.
Questions About Your Privacy?
We're committed to transparency. Contact our team for any questions about how we protect and handle your data.