Privacy policy

OpenLiveChat helps businesses manage customer conversations and use their own connected AI providers. This policy explains the personal data involved, why it is used and how you can exercise your privacy rights.

Who is responsible for your data

OpenLiveChat is operated by Uprounded, registered with the Dutch Chamber of Commerce under KvK number 90374894, at Sint Elisabethstraat 12, 5261 VM Vught, the Netherlands. You can contact us about privacy at privacy@openlivechat.com. In this policy, ‘we’ and ‘us’ refer to Uprounded.

We act as the data controller for our website, customer accounts, subscriptions and our own customer support. This means we decide why and how those personal data are used.

When a business uses OpenLiveChat to communicate with its customers, that business normally acts as the controller of the conversations and related customer data. We process those data on its instructions as a processor. Its own privacy notice explains its purposes and legal basis. Contact that business first about a conversation you had with it; we assist it with requests concerning data held in OpenLiveChat.

The data we handle

The data involved depend on whether you visit our website, use a workspace or contact a business through a connected channel.

• Account and workspace details: your name, email address, authentication information, optional profile photo and job title, workspace memberships, permissions and preferences.
• Subscription and billing details: the chosen plan, billing contact and address, tax information where provided, invoices, payment status and payment-provider references. Payment details entered into Stripe's payment forms are handled by Stripe; OpenLiveChat does not receive your full card number or security code.
• Conversations and support records: messages, supported attachments, contact details you or a business supply, channel identifiers, timestamps, ratings and feedback. Workspaces can also store internal comments, tags, assignments and AI-generated summaries.
• Connected content: website pages, uploaded files, skills and other information a workspace adds or makes available through an integration. This content may contain personal data.
• Technical and activity data: connection and security logs, which may contain IP addresses, request times and browser information; sign-in sessions; widget visitor identifiers; viewed-page information associated with a chat; and language or country information where available.
• Service statistics: conversation volumes, response and resolution times, teammate activity, satisfaction scores and widget-to-chat conversion. Widget traffic measurement uses a pseudonymous identifier scoped to a workspace and day; this is separate from conversation and infrastructure records.

Where the data comes from

We receive information directly from you, from workspace administrators and colleagues who invite you or manage your account, and from customers who communicate through OpenLiveChat. We also receive information from services that a workspace explicitly connects, such as Gmail, Meta channels, payment services or business applications.

Some technical information is collected when your browser connects to our services. Content added by a workspace may come from its own files, connected applications or public website pages. Connecting a service does not give us unrestricted access to everything in that service; the connection's permissions and enabled features determine what it can access.

Why we use data

For data we control, we use the following purposes and legal bases under the GDPR. Processing of a business's customer conversations follows that business's instructions and legal basis.

We do not use customer conversations or other customer data for our own marketing, advertising or audience targeting. We do not run a newsletter or use a CRM. Service emails, such as sign-in, security and billing messages, are separate from marketing.

• Provide accounts, subscriptions and requested support: performance of our contract with you, or steps you ask us to take before entering it. When you act for a company rather than contracting personally, our legitimate interest is administering that business relationship and providing its staff with the service.
• Operate and secure the service, resolve faults and prevent misuse: our legitimate interests in keeping accounts and communications secure and the service reliable. This includes access checks, rate limits and investigating incidents.
• Manage invoices, accounting and legally required disclosures: compliance with applicable legal obligations.
• Handle business enquiries and service communications: steps toward a requested contract or our legitimate interest in responding and maintaining the customer relationship.
• Optional processing that requires consent: your consent, requested separately for the relevant purpose. You may withdraw it without affecting processing that was lawful before withdrawal.

Connected channels and AI

A workspace chooses which channels and AI features to connect and enable. Connecting an AI provider alone does not switch on automatic customer replies. Depending on the feature used, relevant conversation text, a draft reply, instructions or selected knowledge content is sent to the configured provider to produce a reply, summary, translation, suggestion or other requested result. Automatic features process data when enabled; they do not require a separate click for every message.

Supported AI connections include OpenAI, Anthropic, Google and Mistral. The selected provider's terms, location, retention settings and data-use practices also matter. Using your own API key does not mean that the provider receives no personal data. Workspace administrators should select appropriate settings and tell their customers when AI is used.

Knowledge indexing and search also use an OpenLiveChat-managed OpenAI connection, separately from the AI provider a workspace selects for replies. Imported website or file text, skill names and descriptions, and search queries are sent to OpenAI to create numerical search representations called embeddings. Queries may contain text from a customer conversation. The indexed content and resulting search representations are stored in our application database and follow the relevant workspace retention and deletion rules.

With Gmail, authorised connections import relevant messages and supported attachments into the selected inbox and send replies when requested. A separately authorised sent-mail feature can use sent messages to learn the workspace's writing style. Disconnecting stops new synchronisation and removes the saved connection credentials; it does not automatically erase conversations already imported. You can also revoke access in your Google Account.

Our use and transfer of information received through Google APIs is subject to Google's user-data policies, including the Limited Use requirements. Such data is used for the connected, user-facing features, not advertising or training general-purpose AI models. Any transfer to a selected AI provider must be limited to the enabled feature and appropriately disclosed and authorised.

OpenLiveChat's AI features assist with customer support and can be wrong. They are not intended to make decisions with legal or similarly significant effects about people. A business remains responsible for how it uses the results and for any additional information or safeguards its use requires.

Who can receive data

Within a workspace, access follows its inbox permissions and sharing settings. Shared-inbox conversations are visible to authorised team members. Personal Gmail inboxes are restricted to their connected owner within the application.

We use Hetzner for the application server, file storage and backups in Falkenstein, Germany, Resend for transactional service emails, Zoho Mail for our business, support and privacy correspondence, OpenAI for platform knowledge indexing and search, and Stripe for payments. Service emails can include conversation notifications and message previews when enabled. Connected channel services and the AI provider chosen by a workspace receive the data needed for their enabled features. Some providers also act as independent controllers for their own purposes under their privacy notices.

Data may also be disclosed to professional advisers or authorities where necessary to meet a legal obligation or establish, exercise or defend legal claims. Access by our personnel must be limited to authorised service, security or support needs; access to Google user data is additionally subject to Google's restrictions.

International processing

Our main application server and configured file and backup storage are hosted by Hetzner in Falkenstein, Germany. This is not a promise that every recipient or connected service processes data only in Germany or the European Economic Area.

Resend stores data in the United States, including when an EU email-sending region is selected. Its published data-processing agreement includes Standard Contractual Clauses for relevant transfers. Stripe operates internationally; payment data may be processed in countries where it and its partners operate. The locations and safeguards for an AI or channel connection depend on the provider and the workspace’s configuration.

Our Zoho Mail account uses its European data centre; necessary provider support or subprocessor access can still involve other countries. Our platform OpenAI connection uses its global API service, so it is not an EU-only service. OpenAI's published API data controls provide for no model training by default unless data sharing is enabled, with separate abuse-monitoring retention and exceptions. We do not promise zero retention by these providers. Their applicable agreements and safeguards also govern this processing.

Transfers subject to European data-protection law require an applicable adequacy decision or appropriate safeguards, such as Standard Contractual Clauses and any necessary supplementary measures. Contact privacy@openlivechat.com for information about the recipients and safeguards relevant to your data, or to request a copy of applicable safeguards, subject to necessary redactions protecting other people or confidential information.

Cookies and browser storage

The service uses cookies and browser storage for sign-in, security, interface preferences and maintaining widget conversations. Blocking or clearing them may sign you out, reset preferences or prevent the widget from recovering an earlier conversation. Our cookie policy describes the storage, its purposes and how to manage it.

Google Analytics is not currently enabled. We plan to use it on the public marketing website only, not inside the dashboard. Before introducing optional analytics, we will update the cookie information and request consent where required. Customer conversations and account content are not intended for marketing analytics.

The widget’s optional visit and conversion measurement and page history are off by default. The website using the widget must connect its privacy controls and pass separate affirmative choices before these features run. The visit identifier expires after 24 hours without sliding renewal. Withdrawing permission stops new optional collection and clears the corresponding browser storage; essential chat still works, and already collected server records are not automatically deleted. Do Not Track and Global Privacy Control keep optional features off, and visit measurement is skipped when local storage is unavailable. See our cookie policy for details.

How long data is kept

Retention depends on why the data is needed, workspace instructions and legal requirements. Ending a subscription, leaving a workspace or disconnecting an integration does not by itself erase all stored data. You can request deletion or information about a particular record at privacy@openlivechat.com.

Closed customer conversations are scheduled for automatic removal 24 months after their latest closure or later message or internal-discussion activity, whichever is later. This includes the conversation content, attachments, internal comments, stored AI results and associated conversation records held by OpenLiveChat. Reopening a conversation suspends this expiry; a later closure starts a new period. Open conversations and unresolved linked tickets are not deleted solely because of age and must be reviewed when no longer needed. Spam and Trash use a separate 30-day period. Limited email-routing tombstones remain while the mailbox is connected to prevent erased email content from being imported again.

Account and membership records are kept while needed to administer access. You can export your personal account data and request account deletion in Account Settings. Transfer workspace ownership or finish workspace closure, and disconnect Gmail connections you authorised, before using that flow. We revoke login sessions when the request is accepted and queue removal of the profile, personal preferences, memberships and account-avatar files. Cleanup normally starts after about 15 minutes; failures or shared-file conflicts require retries or review. Contact privacy@openlivechat.com if you need help or a wider erasure request. Shared workspace messages and business records may remain for the workspace controller’s purposes, with the deleted account’s sender identity detached. Account deletion does not itself close another owner’s workspace or cancel its subscription.

After account deletion, we retain limited agreement evidence for up to five years to resolve disputes about the applicable terms: acceptance dates, policy and statement copies, revisions and a keyed reference to the account email. This separate archive does not retain the profile or raw email and is not used for marketing or ordinary workspace access. We review necessity and remove evidence sooner when it is no longer needed. An actual unresolved claim may require a limited extension with a documented review date. Financial records follow their separate legal retention rules.

Support enquiries outside customer workspaces are kept while needed to resolve the issue, provide related follow-up or establish what was agreed. Routine security, application and request logs on our servers use a 30-day retention setting with automatic rotation and cleanup. Storage limits may shorten this period, and file-based rotation can cause a short delay before older entries are removed. Relevant incident records may be retained separately only for as long as necessary for the documented investigation or legal claim.

Separate conversation-event records, feedback and pseudonymous widget visit records are scheduled for removal after 25 months, or earlier when their conversation or workspace is erased. This period supports reporting over two annual cycles and is separate from the widget browser identifier’s 24-hour lifetime. Historical reports depend on the records still retained; we do not keep an unlimited identifiable reporting archive. Routine expiry runs in batches, and failed file removals remain queued for retry and operator attention. These default periods may be shortened on an authorised request; a documented exception requires a reason and a review deadline. Contact privacy@openlivechat.com to discuss the data and period needed for your workspace.

Dutch tax rules generally require basic financial records to be retained for seven years, with the start of the period determined by the applicable rule. A ten-year period applies to relevant records under the EU VAT One Stop Shop schemes where those schemes are used. These obligations do not justify keeping all conversation content.

We make daily encrypted backups of the database, uploaded files and configuration needed to restore the service, with copies stored separately from the application server. Routine backups use a 14-day retention setting; scheduled cleanup and storage processing can delay final removal. Deleting data from the live service does not immediately remove it from backups. Any retained recovery copies are restricted to necessary recovery, security or applicable legal purposes, rather than ordinary use. We account for copies outside the routine cycle when handling a deletion request and explain any necessary delay. Required deletions must be reapplied before restored data is returned to ordinary use.

Keeping data secure

The service uses authentication, workspace and inbox access controls, and encryption for stored chat content and connection credentials. Access and security measures must remain proportionate to the data and risks involved. No online service can guarantee absolute security.

OpenLiveChat is not an end-to-end encrypted messenger: the service must be able to process messages, and selected integrations or AI features may receive their relevant content. Please avoid sending passwords, full payment-card details or unnecessary sensitive information in conversations.

Your choices and rights

Subject to the GDPR's conditions, you can ask to access or correct your personal data, have it erased, restrict its use or receive certain data in a portable format. You can object to processing based on legitimate interests, and to direct marketing. Where we rely on consent, you can withdraw it.

Send requests concerning data we control to privacy@openlivechat.com. We may ask for proportionate information to verify your identity. We normally respond within one month. If the law permits more time because of a request's complexity or the number of requests, we will explain the reason and extension within that first month.

For a conversation with another business, contact that business first. It controls that customer's records and determines the response; we assist with data held on its behalf. Deleting a local widget session does not by itself delete the business's stored conversation.

You may complain to a data protection authority, including the authority where you live, work or believe an infringement occurred. In the Netherlands this is the Autoriteit Persoonsgegevens. You do not have to contact us before making a complaint.

Children and policy updates

You must be at least 18 to open an OpenLiveChat account. A website using our widget is responsible for handling enquiries from children appropriately and providing information suited to its audience; the account age rule does not mean every person contacting that website is an adult. If you believe a child’s data has been handled improperly, contact the website involved or privacy@openlivechat.com.

We update this policy when our service or data practices change. The date at the top shows when the policy was last updated. Material changes that require additional notice or consent will be communicated as required.