PRIVACY POLICY – NOBOTCHAT

Last Revised On 30th August 2020

1. INTRODUCTION

Our Privacy Policy and Terms of Use are sent to you via email prior to your start day of service. Should your sign up date be after (date), please make sure that you have reviewed our Privacy Policy & the Terms & Conditions of Use and provide us a signed consent(which we will provide you) as part of our onboarding process.

This will also mean that No Bot Chat’s will adhere  only by the rules & the regulations mentioned in this policy & this policy will come into effect for all the existing & the new users of No Bot Chat’s 24×7 Live Support. This will override and supersede all previous related documents previously published by and on behalf of No Bot 

2. WHAT IS INCLUDED?

This policy applies to you regardless if you are a current partner/customer  or otherwise  so we expect that you have read this policy thoughtfully.

This will also mean that this will apply to you even if you are not directly working with us or  opted to work with us for a limited period(free trials). This policy also encompasses  inquiries sent through email, chat and phone calls  or any medium of communication.

3. WHAT’S NOT INCLUDED?

No Bot Chat  is a separate entity from our staff. This means that this policy does not cover our staff’s information.

This does not also cover other companies who we are currently working and whom we have worked with related to our marketing efforts. Please refer to the respective company’s policies.

This does not cover the tools, software, platforms, services we engage with as part of our back-end operations.

 

4. INFORMATION SHARING WITH NO BOT CHAT

We need to collect information from you. We will also need information that will help us help  your customers. These will be used to  better respond to you and  current and potential customers of your website. We collect information via email, chat and other forms of communication. 

We will use the information we collect from you and your customers to help us work on your current processes and modify and adapt as necessary to better fulfill our legal obligations with you. 

No Bot Chat has utmost respect for your information. Information we collect from you will be used to provide you with better experience as you partner with us.Certain types of information we will need are:

 

4.1 .1 ACCOUNT INFORMATION

In processing your requests, we need to ask for your  name, phone number, email address & the URL of the website for which you have enquired for our service. Each time you start a live chat session on our website, it is implied that you agreed that we can use your information for the purposes stated above. This also applies when you avail of our free trial.

4.1.2 SERVICE INFORMATION

 

If you require that we use other tools other than our default free chat tool LiveChatInc, it is imperative that you provide us with the login credentials of that tools

 

4..1.3 PAYMENT INFORMATION

If you choose to upgrade to our paid plans, we will need you to set up your Paypal account for recurring monthly payments. This aims to provide greater protection for both you and us as you will not need to provide your banking or credit/debit card information for your payments.

 

4.1.4 CONTACT INFORMATION


Your contact information we collect will be used to allow us to reach you for chat transcripts  and business communication. If you choose to communicate with us with other contact details, we will still need to collect and use them as deemed.



4.2.1 ACCESS TO OTHER PLATFORMS

Should you want us to provide  resource-based support, we will also need the login credentials of your CRMs, CMM, etc.

 

4.2.2 ADDITIONAL EMAIL ADDRESSES

You provide up to 3 different email addresses we can use to send your chat transcript to and it is implied that you agree to share those e-mail addresses.

 

4.2.3 TESTIMONIALS

Should you want to commend us through a testimonial for the excellent service you got from us, you can do so via email. In such we ask that you provide us additional details  including your name and other information as deemed so we can publish it.

 

4.3 INFORMATION YOUR CUSTOMERS GIVE TO US

We will ask your customers information based on what you want us to get from them.

It is important though to note that this does NOT include us working on websites that promote sexually explicit materials, violence, illegal activities, fake or counterfeit items, gambling or betting, discrimination based on race, sex, religion, nationality, disability, sexual orientation, or infringes upon others’ intellectual property rights & would not ask for the information related to them.

 

The details which are asked for by No Bot Chat  in the chat session, pre-chat surveys or the post chat surveys varies from client to client & cannot be disclosed here.

 

Your customers consent is integral in this process. We do not by default send consent forms to your customers using LiveChatInc that we provide for free. This can be activated as upon request from you. You can send this request via email.

 

4.4 INFORMATION YOUR CUSTOMERS CHOOSE TO GIVE TO US

During chat sessions, your customers may provide us information we can use to provide them with utmost support based on their need. You will receive transcripts of these chats for your review.

 

4.5 INFORMATION WE AUTOMATICALLY COLLECT FROM YOU

When you visit or use No Bot Chat services, we need to automatically collect certain pieces of information from you to better equip us to fulfill our legal obligations to you. We also need this information to improve our services.

 

4.5.1 LOG DATA

Every time you access our dashboard, we automatically collect log data which includes activity on dashboard and website, along with date and time of these activities.

 

4.5.2 COOKIES

Cookies are used to help us in understanding your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compose aggregate data about traffic and interaction on our site which we use to better provide you with  site experiences and tools that will be beneficial to you.

 

4.6 INFORMATION WE AUTOMATICALLY COLLECT FROM YOUR CUSTOMERS

We do not collect any information automatically from your Customers.

 

**5. INFORMATION SHARING WITH LIVECHATINC

We are a paid partner of LiveChatInc & provide it as a complimentary chat software with our service. Since LiveChatInc is a complete & standalone chat software, it has its own system for processing the information.

LiveChatInc’s special attention to the details of the information security has been a great influencer in our decision to choose LiveChatInc as a key sub-processor.

Each connection to LiveChat is encrypted with 256bit SSL protocol, both for agents using the application and customers using the chat window on your website & the information which we receive from LiveChatInc using its APIs is also end-to-end encrypted.

 

5.1 INFORMATION LIVECHATINC COLLECTS FROM YOU & YOUR CUSTOMERS

5.1.1 GEO-LOCATION INFORMATION & IP ADDRESS


When engaging in our chat using LiveChatInc, LiveChatInc may collect users precise or approximate location as determined by date using  IP Address 

 

5.1.2 USAGE INFORMATION

LiveChatInc collects information about your & your customers’ interactions with No Bot Chat such as the pages viewed, referrer, previous conversation etc. on No Bot Chat’s website & your website respectively.


5.1.3 LOG DATA AND DEVICE INFORMATION

LiveChatInc collects device information when you & your customers access and use No Bot Chat’s chat support. It also collects the dates and times, hardware and software information, cookie data, and the pages you’ve viewed or engaged with before using No Not Chat’s chat support.

 

5.1.4 COOKIES

Cookies are used by LiveChat, Inc. solely with the purpose of personalizing a particular user. Users who removed cookies from their storage media or have not accepted them on their browser may not have access to products or services rendered by LiveChat, Inc.

5.1.5 OTHER MISCELLANEOUS INFORMATION

The other miscellaneous pieces of information which LiveChatInc collects from you & your customers are domain, browser type, operating system type & application version.

Also, when you enable the social media login for the chats & your customers use an external social network (like your Facebook account) to log in to the service or to interact with our chat support in another way, LiveChatInc may collect their name and other details from their social network profile and account. The details LiveChatInc can access in such an instance depends largely upon the privacy policy & the security settings of the concerned social media platform.

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6. HOW DO WE USE THE COLLECTED INFORMATION?

We may use the information we collect from you through the following:

  1. Inquiry for our service

  2. Sign-up for our 10 days free trial

  3. Upgrade your account to a paid plan

  4. Respond to a marketing communication

  5.  Surf the website

  6. Use certain features of our website, such as chat support.

 

6.1 WE USE THE COLLECTED INFORMATION IN THE FOLLOWING WAYS:

We aim to individualize your encounters with us through our site so that we can provide you with the type of service that will be most applicable to your needs. We will also use your information to send you emails relating to service and security updates Apart from these we may need to use your information to comply with our legal obligations such as GDPR. In terms of information we collect from your customers, rest assured that they will only be used in relation to providing resolutions to their inquiries, ensuring positive experience with every encounter.

 

 

7. DO WE SHARE THE COLLECTED INFORMATION?

We do not and we will not share collected personally identifiable information from you without prior notice to you. This does not include our sub-processors, such as website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. 

We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property, or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

 

**8. HOW DO WE PROTECT YOUR INFORMATION?

No Bot Chat’s aim is to protect your information, first and foremost. Here are the key measures that No Bot Chat takes for information protection:

8.1 Conducting security audits & risk assessments of all the systems, channels, resources & the processes involved in information collection;

8.2 Using renowned & technically sound tools, software, platforms, services & sub-processors for the business operations;

8.3 Protecting against man-in-the-middle attacks, eavesdropping & tampering of the communication with the HTTPS secured website & dashboard;

8.4 Ensuring seamless tracking by tagging every single chat with the unique tag of the concerned Chat Agent;

8.5 Securing the physical facility with security guards, CCTV cameras & other modern measures to prevent unauthorized access;

8.6 Not allowing any digital storage devices on the workstations;

8.7 Recruiting employees on the basis of tight scrutiny & background verification & signing NDA with them;

8.8 Signing NDA with the clients at the onset of new projects;

8.9 Notifying the clients within 72 hours of coming across a security breach, as per GDPR requirements &;

8.10 Maintaining a backup physical facility to keep the flow of service intact during a contingency.

All these measures are being overseen by No Bot Chat’s Data Protection Officer.

In addition to strengthening these information protection measures, No Bot Chat constantly checks for the latest technology we can use to protect your information.

**9. SUB-PROCESSORS

 

 

 

**10. ABOUT COOKIES

Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your web browser (if you allow) that enables the site’s or service provider’s systems to recognize your browser to capture and remember certain information. They are also used to help us to understand your preferences based on previous or current site activity, which enables us to provide you continually with  improved services. We also use cookies to help us compile collected data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

10.1 DO WE USE COOKIES?

Yes, we use cookies.

10.2 WHY DO WE USE COOKIES?

We use cookies to:

Understand and save user’s preferences for future visits.

Compile collected data about site traffic and site interactions in order to offer better site experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf.

10.3 WHAT CAN YOU DO ABOUT COOKIES?

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your web browser’s (like Google Chrome) settings. Each web browser is a little different, so look at your web browser’s Help menu to learn the correct way to modify your cookies.If you disable cookies off, some features will be disabled. It won’t affect the user’s experience that makes your site experience more efficient and some of our services will not function properly.

However, you can still sign-up, purchase & upgrade the plans.

11. ABOUT SEARCH ENGINE

The advertising requirements vary from Search Engine to Search Engine. They can be checked from the Advertising Principles of the concerned Search Engine.

We have not enabled Google AdSense on our site, but we may do so in the future.

12. HOW DOES OUR SITE HANDLE DO NOT TRACK SIGNALS?

We honor Do Not Track signals and do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.

13. DOES OUR SITE ALLOW THIRD-PARTY BEHAVIORAL TRACKING?

No, we do not allow third party behavioral tracking but we may use them in future.

14. FAIR INFORMATION PRACTICES

The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.

In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:

We will notify the users via email within 7 business days.

We will notify the users via in site notification within 7 business days.

We also agree to the individual redress principle, which requires that individuals have a right to pursue legally enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individual has enforceable rights against data users, but also that individuals have recourse to courts or a government agency to investigate and/or prosecute non-compliance by data processors.

15. CAN-SPAM ACT COMPLIANCE

Here is our compliance with the CAN-SPAM Act:

15.1 We don’t use false or misleading header information.

15.2 We don’t use deceptive subject lines.

15.3 We disclose our advertisement message as an ad.

15.4 We tell the recipients where we’re located.

15.5 We tell recipients how to opt out of receiving future email from us.

15.6 We honor opt-out requests promptly.

15.7 We monitor what others are doing on our behalf.

16. YOUR CONSENT

We actively ask your consent before putting your information into our system. When you sign-up for our 10 days completely free trial, we ask your consent on our terms & conditions of use & the privacy policy.

17. BREACH NOTIFICATION

Although our physical facilities, electronic resources & the database are highly secured & are regularly scanned for the loopholes, should any breach occur, we commit to notify our clients within 72 hours of becoming aware of the breach.

18. RIGHT TO ACCESS

Our clients have the right to learn whether the information concerning them is being processed or not. Should their information be in the process, they can also ask where is the concerned information being processed and for what purpose. We shall provide a copy of the client information, free of charge, in an electronic format.

19. RIGHT TO BE FORGOTTEN

Our clients have the right to get their information erased & stop the further dissemination of the data, and potentially have third parties halt processing of the data. However, the right is conditioned only for the cases when “the public interest in the availability of the data” is not above the motive of deletion.

Here, it is important to note that in order to fulfil the legitimate purpose of our business or the legal compliances, we may need to retain certain pieces of your information for certain period of time from the termination of our service.

20. DATA PORTABILITY

Our Clients can anytime get generated the information which they provided & transmit it elsewhere.

21. PRIVACY BY DESIGN

At the onset of the designing of all its systems, No Bot Chat ensures that the design & the function of the systems go hand-in-hand with the measures of the data protection.

We collect only that information which is absolutely necessary to deliver you the service you want & limits its accessibility.

22. GOVERNING LAW

Any claim relating to No Bot Chat  shall be governed by the laws of the State of **

23. QUESTIONS AND CONCERNS

 

24. UPDATE TO THIS POLICY

No Bot Chat reserves the right to change or update this policy from time to time. If material changes are made, we will inform you by Email, for the other minor changes, we will update the Last Revised On a date, at the top of this page.

We encourage you to regularly check back on this page to ensure that you are up to date with any changes in the privacy policy of No Bot Chat..

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