Privacy Policy

Overview

Tolk.chat provides customer communication, shared inbox, automation, and AI assistance tools for teams that support and sell to customers. This Privacy Policy explains how we collect, use, protect, and share information when you visit tolk.chat, use app.tolk.chat, install our website widget, or communicate with a team using Tolk.

If you use Tolk on behalf of an organization, that organization controls the customer conversations, contacts, and workspace content it adds to the service. Tolk processes that content to provide the service.

Information we collect

• Account information such as name, email address, company name, role, workspace settings, authentication details, and support requests.
• Customer communication data such as messages, conversation history, inbox assignments, labels, notes, files, channel metadata, and contact details submitted through connected channels.
• Website and widget data such as page URL, browser details, device information, IP address, referrer, approximate location, and widget events needed to operate chat and analytics.
• Integration data from services you connect, such as WhatsApp, email, social channels, commerce tools, CRMs, webhooks, or other third-party apps.
• Billing and commercial data such as plan selection, invoices, payment status, tax information, and account administration details. Payment card data is handled by payment providers when applicable.

How we use information

• Provide, secure, maintain, and improve the Tolk platform.
• Route conversations, support human handoff, generate AI suggestions, automate workflows, and help teams manage customer context.
• Authenticate users, prevent abuse, troubleshoot issues, and protect accounts.
• Send service messages, product updates, billing notices, and support responses.
• Measure product performance, understand usage patterns, and improve reliability.
• Comply with legal obligations and enforce our agreements.

AI features

Tolk may process conversation content, account settings, custom attributes, and related context to power AI features such as suggested replies, summaries, routing, triage, and scenario handoff. Customers can control which inboxes and workflows use AI features inside their workspace settings where available.

AI output should be reviewed by users before being relied on for sensitive, legal, financial, medical, or high-impact decisions. Tolk is designed to assist teams, not replace human judgment.

Sharing and processors

We do not sell personal information. We may share information with service providers that help us host infrastructure, deliver messages, process payments, provide analytics, detect abuse, support AI features, and operate integrations requested by customers.

When you connect third-party channels or integrations, information may be exchanged with those providers according to your configuration and their terms. Workspace administrators are responsible for choosing and managing connected services.

Security and retention

We use technical and organizational safeguards designed to protect information from unauthorized access, loss, misuse, or alteration. No system can be guaranteed to be perfectly secure, but we work to keep security controls appropriate for the nature of the service.

We retain information for as long as needed to provide the service, meet legal or accounting requirements, resolve disputes, enforce agreements, and support legitimate business operations. Workspace administrators can delete customer records or request account deletion as described in our Data Deletion Instructions.

Your choices

• You can update account details in your workspace settings.
• Workspace administrators can export, correct, or delete customer records where the product supports it.
• You can disable or remove connected integrations from the relevant channel or provider settings.
• You can request access, correction, deletion, or restriction of personal information by contacting us.
• You can control cookies through your browser settings, although some cookies are required for authentication and service operation.

International use

Tolk may process information in countries where we or our providers operate. When information is transferred internationally, we use appropriate contractual and operational safeguards where required.

Children

Tolk is not intended for children under 13 and is not designed to knowingly collect personal information from children. If you believe a child has provided personal information to Tolk, contact us so we can review and delete it where appropriate.

Changes to this policy

We may update this Privacy Policy as the service changes. If changes are material, we will take reasonable steps to notify customers through the website, product, or email before the changes take effect.