1. Scope
This policy explains how DANG NGUYEN HONG KHA, the operator of Heilo (“we”, “us”), collects, uses, shares and protects personal data when Heilo (the “Service”) is used. It applies to:
- Dashboard users: the owners, admins and agents of customers who use Heilo, on the web and in the Heilo mobile app.
- Visitors: people who chat with a customer through the Heilo widget on a website, or through a web or mobile app built with the Heilo chat API or SDK.
- Visitors to the Heilo website.
2. Our role
- For the account data of dashboard users, we are the data controller.
- For data about visitors, the customer (the owner of the website or app) is the data controller; we are the data processor and process that data only on the customer’s instructions to provide the Service.
If you are a visitor and have questions about your data, please contact the owner of the website or app where you chatted. If you send the request to us, we will pass it to that owner and help them handle it.
3. Data about dashboard users
- From Google when you sign in with Google: your email address, name, profile photo and Google account ID. Heilo only asks for the
openid,emailandprofilescopes; we never receive your Google password and do not access Gmail, Drive, contacts or any other Google data. - From Apple when you sign in with Apple: your Apple account ID, your email address (or, if you choose Hide My Email, a private relay address that forwards to you) and, on the first sign-in only, your name. We never receive your Apple password.
- When you sign in with email: your email address, your name and a salted hash of your password (scrypt; we never store the password itself). Sign-up and password codes are stored only as keyed hashes and expire after 15 minutes.
- Two-step verification, if you turn it on: the authenticator secret (encrypted) and your recovery codes (stored only as hashes).
- Workspace and collaboration: workspace name, each member’s role, the emails of people you invite, website details (name, domain, icon), widget settings, chatbot rules, the AI knowledge base, tickets and notes about visitors.
- Activity: messages sent by agents, conversation assignments, response times (for reports), when the account was created and the last sign-in.
- Preferences: your dashboard language (also used for the emails we send you) and your notification settings.
- Mobile app and notifications: sign-in sessions of the mobile app (device name and when it was last used), the push token of each device, and the browser push subscriptions you turn on.
- Billing: current plan, billing interval, subscription status, period end date, promotion codes you redeemed, and your Polar customer and subscription IDs. We do not collect or store card details; payment information is collected directly by Polar.
- Integrations: API keys (stored only as a hash plus the first few characters so you can recognize them), webhook URLs and signing secrets, and the access details of services you connect (Facebook Pages, Instagram accounts, your own file storage), which are stored encrypted.
- Technical: the sign-in cookies (see Cookies and browser storage). IP addresses are used briefly for rate limiting and abuse prevention and are not stored in your profile.
4. Visitor data (processed on behalf of customers)
When a page with the Heilo widget is opened, or an app starts a chat through the Heilo API or SDK, the Service creates a session for the visitor (on websites, even before they send a message) and stores the following for the customer:
- Messages and files: the content of conversations with agents, the chatbot and the AI assistant, with the time they were sent, and the images and files sent in the chat.
- Pages viewed: the page URL and title, the referring page, the first page visited, the number of visits and the time of the last visit.
- Browser and device: the user agent string (browser, operating system, device type), screen size, language and time zone, and an approximate location (country, region and city) that our network provider derives from the IP address. We don’t store the IP address with the visitor.
- Contact details: name, email and phone number when the visitor enters them, when the customer’s website or app passes them to Heilo (for example for its signed-in users), or when an agent updates them; agents’ notes, labels and tickets about the visitor.
- Visitor token: a random identifier kept in the browser’s localStorage (or in the app) that lets the chat recognize returning visitors and show their chat history again.
- Messenger and Instagram: when a customer connects a Facebook Page or Instagram account, the messages people send it and their public profile name and photo, as provided by Meta.
If a visitor leaves an email address, replies from the customer’s team may be emailed to them when they are no longer chatting (see Emails we send).
We do not store IP addresses in visitor profiles and do not use visitor data for any purpose of our own other than providing, securing and fixing the Service.
5. How we use data
- Providing the Service: sign-in, workspace management, real-time message delivery, notifications, the AI assistant and reports.
- Managing free trials, plans and promotion codes, and syncing subscription status with Polar.
- Sending the emails described in Emails we send.
- Security, detecting and preventing abuse (including bot checks and email limits), and fixing problems.
- Contacting you about your account, billing, changes to our terms or security incidents.
- Complying with legal obligations.
We do not sell personal data, do not use it for advertising and do not use it to train AI models.
6. AI assistant
When a customer turns on the AI assistant, the visitor’s messages in that conversation, the customer’s instructions and the relevant parts of its knowledge base are sent to our AI provider, Anthropic (Claude), to write an answer. Under Anthropic’s API terms, this data is not used to train its models. We keep a record of how many answers each workspace used and what they cost, without the message content.
7. Emails we send
We send these emails through our email delivery provider (currently Maileroo):
- Sign-in emails: codes to confirm a sign-up, reset a password or add a password, and a note when someone tries to sign up with an email that already has an account.
- Plan emails to the workspace owner: about a day before the free trial ends, and when it has ended.
- Team alerts: a new message while nobody on the team is online, a chat still waiting for a reply after the delay each person chooses, and a mention in an internal note. These include the visitor’s name or email (if known) and an excerpt of the message. You can change or turn off reminders in your notification settings.
- Emails to visitors who left an email address: the team’s replies when they are no longer chatting, and a note when their request is solved. These are sent on behalf of the customer, show the website’s name and include a link to stop them.
To prevent abuse we keep a short log of the emails we send (the address only as a keyed hash, never in plain text) for 30 days, and limit how many emails one address or one workspace can receive or send. Payment receipts and invoices are sent by Polar.
10. International data transfers
Our servers, database and backups are in Vietnam (Cloudfly). BunnyCDN, Cloudflare, Google, Apple, Polar, Maileroo, Anthropic, push services and Meta may process data outside Vietnam. When transferring data abroad, we follow the procedures and safeguards required by applicable law.
11. Data retention and deletion
- Account and workspace data is kept for as long as the workspace exists so you can pick up where you left off, including after the free trial ends or a subscription is cancelled.
- The owner can delete a website at any time; this permanently deletes all conversations, messages and visitor data of that website. Files sent in those chats stay in the workspace’s storage until the workspace is deleted. API keys, webhooks, invitations and members can also be removed in the dashboard.
- Deleting a workspace: the owner can delete a workspace in Settings (a paid plan has to be cancelled first). It is deleted for good 3 days later, and the owner can cancel at any time until then. Its websites, conversations, visitor data, contacts, tickets, knowledge base and files (also those on the workspace’s own storage) are deleted, and its connected Facebook Pages and Instagram accounts are disconnected.
- Deleting your account: anyone can delete their own Heilo account in Settings, on the web or in the mobile app (a paid plan on a workspace they own has to be cancelled first). It is deleted for good 14 days later, together with the workspaces they own, and they can still sign in and cancel until then. Messages you sent in other people’s workspaces belong to those workspaces’ data. If you can no longer sign in, write to [email protected] from your account’s email and we will do it for you.
- Backups are overwritten on a rolling basis: database backups after 14 days and file backups after 28 days. The email log is deleted after 30 days. Payment records are kept by Polar in line with its legal obligations.
12. Security
We use measures such as HTTPS encryption in transit, HttpOnly cookies, salted password hashes, optional two-step verification, encryption of stored access tokens and secrets, hashed API keys, HMAC-SHA256 webhook signatures, signed identity tokens for signed-in users, role-based permissions within workspaces, bot checks and rate limiting. No system is completely secure; if an incident affects personal data, we will tell you and the competent authorities as required by law.
13. Your rights
Subject to applicable law, you have the right to:
- Be informed about the processing of your data; give or withdraw your consent.
- Access, correct, receive a copy of or ask us to delete your personal data.
- Ask us to restrict, or object to, the processing of your data.
- Lodge a complaint with the competent authority.
You can change your name, password, two-step verification and notification settings in Settings at any time. To exercise your other rights, write to [email protected]; we will answer within the time limit set by law. Visitors should contact the owner of the website or app first (see Our role).
14. Children
The Heilo dashboard and mobile app are meant for businesses and people aged 18 or over. Customers must not use the Service to knowingly collect children’s data without the consent of a parent or guardian as required by law.
15. Changes to this policy
We may update this policy. For important changes, we will tell you by email or in the dashboard before they take effect. See also our Terms of Service.
16. Contact
- Operated by: DANG NGUYEN HONG KHA
- Service: Heilo, heilo.chat
- Email: [email protected]