Privacy Policy

This policy explains how LoloDesk handles personal information when people use our team inbox, web chat, connected messaging channels, websites, and related services (the "Service").

For customer conversations, the organization using LoloDesk usually decides why and how personal information is processed. That organization is the controller and LoloDesk acts as its processor. We act as a controller for information used to operate accounts, secure the Service, and communicate with workspace owners.

We may collect the following categories of information:

• Account information: name, email address, profile image, role, authentication information, and workspace membership.
• Customer and conversation information: names, contact details, channel identifiers, messages, attachments, notes, lead stages, assignments, and conversation history.
• Integration information: channel configuration, account identifiers, access tokens, and event data from services such as WhatsApp.
• Usage and technical information: IP address, browser and device information, timestamps, logs, and actions taken in the Service.
• Support information: details you provide when requesting help or reporting a problem.

We receive information directly from users, from the organization that manages a workspace, from customers who contact that organization, from connected messaging providers, and automatically through use of the Service.

We use personal information to:

• provide, maintain, and improve the Service;
• route messages, maintain conversation history, and support team collaboration;
• authenticate users and protect accounts, workspaces, and connected channels;
• provide AI-assisted replies and automation when enabled by a workspace;
• send service, assignment, and security notifications;
• diagnose errors, prevent abuse, and comply with legal obligations.

A workspace may enable AI features to analyze conversation context, retrieve workspace knowledge, draft or send replies, and decide whether to assign a conversation to a person. Workspace administrators control these settings. Users should review AI-generated content when appropriate and should not submit sensitive information unless it is necessary and permitted by their organization.

We may share information with:

• authorized members of the relevant workspace;
• service providers that host, secure, monitor, or support the Service;
• messaging and integration providers selected by a workspace;
• authorities or other parties when required by law or necessary to protect rights and safety;
• a successor in connection with a merger, financing, acquisition, or sale of assets.

We do not sell personal information or use customer conversation content for third-party advertising.

We retain information for as long as needed to provide the Service, meet contractual and legal obligations, resolve disputes, and protect the Service. Workspace owners may control or request deletion of workspace data, subject to legal requirements and limited backup retention.

We use administrative, technical, and organizational safeguards designed to protect personal information. No system is completely secure, and we cannot guarantee absolute security.

Information may be processed in countries other than where it was collected. Where required, we use appropriate safeguards for international transfers.

Depending on your location, you may have rights to access, correct, delete, restrict, or object to processing of your personal information, or request a portable copy. If your information is part of a customer conversation, contact the organization you communicated with first. Workspace users can contact their workspace administrator. We will assist workspace owners with verified requests as required by law.

The Service is intended for business use and is not directed to children under 13. We do not knowingly collect personal information from children in violation of applicable law.

We may update this policy to reflect changes to the Service or applicable law. We will post the revised version here and update the date above. Material changes may also be communicated through the Service.

For privacy questions or requests, contact the organization that provided your LoloDesk workspace or use its designated support channel. Workspace owners may contact LoloDesk through their established support channel.