Your trust is our most valuable asset. Learn how we handle, protect, and process your platform credentials and customer chat data.
An overview of this policy, who it applies to, and the relationship between Chatwik and you.
Welcome to Chatwik. This Privacy Policy explains how Chatwik ("we", "us", "our") collects, uses, processes, and protects personal information relative to our website, communication platform, mobile app, widget, and related services (collectively, the "Services").
By accessing or using our Services, you understand and agree that we collect and use your information in accordance with this policy. This policy applies to all visitors, users, customers, and others who access the Services.
We operate as a **Data Controller** for the personal data of our users (such as account credentials and billing details) and as a **Data Processor** for customer communication data processed on behalf of our users (such as chat transcripts and inbox contents).
Detailed breakdown of the direct and automated information we collect.
We collect information you provide directly to us, information collected automatically, and information from third-party integrations:
Chatwik allows you to connect external communication channels. When you connect integrations (such as Facebook Messenger, WhatsApp, Telegram, or Email), we pull and store the incoming/outgoing message text, media assets, metadata, and sender profiles required to route these conversations to your Chatwik inbox.
How we process your data to operate, support, and enhance our services.
We process your information for legitimate business purposes under the following legal bases:
To create and manage your account, process payments, authenticate logins, and display your multi-channel inboxes.
To diagnose server issues, answer customer service inquiries, and repair dashboard bugs.
To analyze user metrics to improve interface layouts, design new feature sets, and optimize message delivery speed.
To monitor for suspicious activities, investigate data breaches, prevent spam, and enforce our terms.
When you use Copilot or message translation, we process your draft messages, selected message text, and conversation context to generate suggestions or translations. This data is not used for advertising.
We will only contact you for marketing purposes if you have explicitly opted in. You can opt-out of marketing communications at any time by clicking the unsubscribe link in our emails.
How Copilot and message translation work, what data is sent, who receives it, and how your consent is obtained.
Chatwik offers optional AI-assisted features to help support agents work with customer conversations. These features are available in the Chatwik dashboard and mobile app and include:
When you initiate an AI-assisted action, we may send the following to Chatwik's servers:
To deliver AI-assisted features, conversation-related content may be processed by the following third-party AI service providers on our behalf:
These providers act as subprocessors and process data only to deliver the requested AI output. They are contractually required to protect your data and may not use it for their own advertising purposes.
Data is transmitted only when you explicitly choose an AI-assisted action. Examples include "Suggest reply", "Summarize conversation", "Improve reply", "Fix grammar", or "Translate" on a message. These features do not run automatically in the background.
In the Chatwik mobile app, before any personal data is sent to a third-party AI provider for the first time, we display an in-app consent screen that explains what data will be sent, identifies who will receive it, and links to this Privacy Policy. Data is only transmitted after you tap "Allow and continue." If you choose "Not now," no data is sent and the AI feature will not run.
How we protect, encrypt, and store your data, and how long we retain it.
We implement comprehensive technical and organizational measures designed to secure your personal data against accidental loss, unauthorized access, alteration, and disclosure:
All data is encrypted in transit using SSL/TLS and at rest using advanced encryption standards.
Strict interior permission controls ensure only authorized personnel have system credentials.
We store data only as long as your account remains active or to fulfill contract requirements.
If you choose to delete your Chatwik account, we will initiate a purge of all database tables containing your personal details and integrated messages within 30 days, subject to legal storage requirements.
Understand your privacy rights under GDPR, CCPA, and how to execute them.
Depending on your residency (such as the European Union under GDPR or California under CCPA), you have specific legal rights concerning your personal information:
You can request a copy of the personal data we hold and request corrections to inaccurate logs.
You can request that we delete all your account profiles, conversation databases, and usage data.
You can object to automated data processing and request download archives of your inbox transcripts.
To exercise any of these rights, please email us at support@chatwik.com. We will respond to your request within 30 days.
How we manage the transfer of data across international borders.
Chatwik is hosted globally. Personal data collected by us may be stored and processed in servers situated in regions other than your home country.
When we transfer personal data from the EU or UK to countries outside these jurisdictions, we ensure that appropriate safeguards are in place. We utilize Standard Contractual Clauses (SCCs) approved by the European Commission to ensure a level of data protection equivalent to GDPR.
Our policy regarding protection of children's data.
Our Services are not designed for or directed to children. We do not knowingly collect or solicit personal information from anyone under the age of 13.
If we learn that we have accidentally collected personal data from a child under 13, we will immediately delete that information from our database. If you suspect that a child under 13 has provided personal details to us, please notify us at support@chatwik.com.
How we notify users about modifications to this privacy document.
We may update our Privacy Policy from time to time to align with structural alterations, compliance laws, or feature releases.
We will notify you of any material changes by sending an email notice to the address registered to your account and by displaying a conspicuous notice on our dashboard. We will also update the "Last Updated" timestamp at the top of this document. We encourage you to review this policy periodically.
Have inquiries, complaints, or questions regarding this Privacy Policy? Please reach out to our dedicated privacy and operations team.
Send a message to our privacy specialists.
support@chatwik.comCall our Islamabad support line directly.
+92-515915225Office no 8 4th Floor Trade Center, Business Park B Block Gulberg Greens Gulberg, Islamabad Capital Territory