ZenixChat offers AI chatbot software that businesses use on their websites and connected channels to answer customer questions, capture leads and automate conversations. Customers train their chatbot on content they provide, such as web pages, documents and knowledge bases, and manage it through our online dashboard. Collectively, we refer to these tools as our “Services”. We are acting as a service provider to you when we provide the Services.

Any collection, use and management of personal information by the websites, CRMs, helpdesks, messaging platforms and other third-party services you connect to ZenixChat is governed by their own privacy policies and terms. We recommend that you read them carefully, as ZenixChat is not responsible for those third-party services.

Our Services also enable you to customize and connect your ZenixChat account to third-party services (“Third-Party Services”). The collection of your information by these third parties is governed by the Third-Party Services’ privacy policies and terms. We recommend you carefully review their privacy policies and terms, as ZenixChat is not responsible for Third-Party Services.

We rely on you to comply with applicable privacy laws when collecting, using, or disclosing information about individuals through the Services, including obtaining any necessary consents and providing any necessary notices. If we receive any questions or complaints regarding your use of the Services, we will direct the request to you for further assistance.

Our Services are not intended for use by children and should only be accessed by individuals who are at least 18 years old and are using the Services for business purposes.

What information do we collect?

We collect information about you as reasonably necessary for the following activities:

Using our Services

We collect the following information when you use our Services:

Account information:

• Your contact and profile information including your name, email address, organization name, and address; your preferences such as language, time zone, and the types of communications you would like to receive from us; and image (if you choose to provide this).
• Billing information when you buy a plan, such as your name, email address, the plan purchased and the date of purchase. Card payments are processed by our payment provider, Airwallex, on its own secure payment page; we do not receive or store your full card number.
• The Services you have acquired from us, including the type of plan and transaction information related to the Services.

Content:

• Information about the websites, documents, CRMs and other sources you connect to train your chatbot, and the account identifiers needed to make those connections.
• A specific location such as an address, a city, or a place (for example, a restaurant) if you choose to share this information.
• Content you upload or connect to train your chatbot (such as web pages, documents and knowledge-base articles), your chatbot settings, and the conversations between your chatbot and your website visitors or customers.
• Conversations handled by your chatbot may contain personal information about your visitors or customers, such as their names, email addresses, phone numbers and the questions they ask. You are responsible for having a lawful basis to process this information and to share it with us.

Logs, usage, and support data:

• Log data, which may include your IP address, the address of the web page you visited before using the Services, your browser type and settings, your device information (such as make, model, and OS), the date and time when you used the Services, information about your browser configuration, language preferences, unique identifiers, and cookies.
• Usage data and analytics, which may include the frequency of login, and the different types of activity undertaken by users such as frequently accessed areas of the Services.
• General Location information, such as IP address and the region in which you are located when you are logging in and using the Services, in accordance with the settings on your device.
• Customer support questions, issues, and general feedback that you choose to provide.

Other interactions:

• Social media: Your messages, posts and other interactions with our brand and social media accounts.
• Email interactions and analytics: Information on how you engage with our emails such as email open and click rates, whether a link is clicked, which web pages are visited after opening the email, the type of browser and email clients you use, and general location (i.e. country and region) information.
• Teleconference, videoconference, and other meetings: Your preferences, feedback, opinions and business needs.

Browsing our websites

When you browse our websites, we collect information about you as described below, some of which is collected automatically:

• When you use automated chat functionality (chatbots) to make an inquiry, provide feedback, or make another request, we may collect information about you such as your name and email address, your specific feedback or request, and information related to your use of our Services.
• ZenixChat uses only strictly necessary cookies to run our website securely. These are described in our Cookie Policy.

How do we use your information?

We use your information for the purposes described below:

Providing and securing our Services

• We need to identify and authenticate our users to ensure, for example, that only those authorized users are able to use the Services for their organization, and to make changes to their accounts.
• We use information that you provide when signing up to set up your account, process payments, contact you regarding the Services, and manage your account.
• We use your contact information and information related to your request to respond to your inquiries, manage our contract with you, respond to your questions and requests, and send you updates and information about the Services.
• We use logging and other data such as general location information—for example, the IP address of your browser or device, to help us manage the performance, security and compliance of the Services.
• Where you have chosen to share your specific location information, we use this information to provide location based features, such as showing a visitor’s region in your conversation history, and to use any functionality that relies on location information.
• We analyze usage information, your feedback, support queries, and survey responses to identify issues and help us understand how you use the Services so that we can make improvements to our Services.
• We use Content, including your chatbot training content, settings and conversation history, in order to provide the Services, for example to generate answers to your visitors’ questions.

Communicating with you

We use your contact information where appropriate to send you information about our Services and marketing communications (consistent with your preferences—see “Marketing emails” below).

We use email statistics, such as open rates, to assess the effectiveness of, and to make improvements to our communications. We also use engagement analytics to better understand your needs so that we can provide the information and services that would be more suitable for you.

Improving our websites and applications

We use information about you to help us understand usage patterns and other activities on our websites and applications so that we can diagnose problems and make improvements, including enhancing usability and security.

If you choose to provide information about you, your use of chatbot and customer-support tools and other feedback during telephone calls and other interactions to our customer support and sales teams, we may use, monitor, and record this information for training purposes, to make improvements to our internal sales and marketing processes, and to improve our Services.

What are your rights regarding the information about you?

Services information
When using our Services, you may access, update, or correct most of your Account information by logging in to your account to edit your profile or organization record.

If you have requests that cannot be carried out by logging in to your account, such as accessing additional information or deleting information about you, please email us at info@zenixchat.com. Please note that we may need to retain certain information about you for as long as you maintain an account for our Services, to provide you with our Services, for record keeping purposes, for payment processing, to comply with our legal and regulatory obligations, to resolve disputes, or to enforce the applicable terms of service or other agreement in place between you (or your organization) and ZenixChat (the “Terms of Service”).

Requests to access, correct, update, or delete your information can be made in writing to us at info@zenixchat.com and will be handled within thirty (30) days unless they are unusually extensive or complex, in which case we will advise you of the expected timeline for handling your request.

If you have connected a third-party account (such as a CRM or helpdesk) to the Services, you may revoke this access at any time by disconnecting the integration in your ZenixChat dashboard or in that service’s settings. You can also ask us to delete stored data by emailing info@zenixchat.com.

For other general requests about your account, email info@zenixchat.com.

Marketing emails:
For marketing communications, you may opt out of marketing communications sent by ZenixChat by clicking the unsubscribe link in any marketing email you receive or by emailing info@zenixchat.com. Please note that if you are a ZenixChat user, unsubscribing from marketing communications will not affect product-generated ZenixChat emails sent in connection with your use of our Services.

Who has access to your information?

ZenixChat does not rent or sell your information. We restrict access to your information to authorized employees and we do not share your information with third parties except in the circumstances explained below.

Employees and Authorized Contractors

Our employees and authorized contractors may need to access information about you when they require this information to perform their job. For example, a customer support representative would need access to your account to validate your identity and respond to your question or request; our email communications team would need access to your contact information to ensure this information is sent correctly and any unsubscribe requests are properly managed; and our security staff would need to review information to investigate attempted denial of service attacks, fraudulent account activity, or other attempts to compromise the Services.

All our employees and contractors are required to agree to maintain the confidentiality and protect the privacy of your information.

Service Providers, Authorized Resellers, and Partners

We will share limited information about you to authorized service providers we use for marketing services, communicating with you, managing our customer database, the provision of professional services, and providing and managing the Services (including hosting data centers, securing our Services, and payment processing). Card payments are processed by Airwallex.

We limit the number of service providers who are permitted to process your Content for the purpose of assisting us in delivering the Services. We refer to these service providers as “subprocessors” and a list is available on request.

Where you have purchased a service from an authorized reseller or partner, we may provide information about you to (and may receive information about you from) the reseller or partner as necessary to support your use of the service you purchased.

When sharing your information with any of the above service providers, resellers and partners, we ensure they agree to obligations consistent with this Privacy Policy and any other appropriate confidentiality and security measures, and only use your information to carry out the Services and your requests.

Third-party services

Where you have chosen to connect a website, CRM, helpdesk, messaging platform or other third-party service to the Services, you are agreeing to provide information about you to those services under their respective terms and privacy policies.

Customer Organizations

Where your employer or an entity has purchased Services on your behalf, we may disclose information about you such as your name and email address, and some usage information including whether a user has logged in to the Service, frequency of login, time spent using the Services to assist your employer or the entity in managing its use and maximizing the value of the Services.

Successor and Affiliated Entities

We may share information about you among ZenixChat -controlled affiliates and subsidiaries, and they will protect your information in a manner that is consistent with this Privacy Policy and where applicable, in accordance with the privacy policy specific to the entity.

We may also disclose your information as part of a corporate transaction such as a merger or sale of assets. If we do, we will inform such entities of the requirement to handle your information in accordance with this Privacy Policy, or inform you that you are covered by a new privacy policy.

Law Enforcement, Government Agencies, and Professional Advisors

We may need to disclose information about you where we believe that it is reasonably necessary to comply with a law or regulation, or if we are otherwise legally required to do so, such as in response to a court order or legal process, or to establish, protect, or exercise our legal rights or to defend against legal claims or demands. For governmental data access requests concerning you or your organization, we would first attempt to redirect the request to you and/or we would first attempt to notify you unless we are legally prohibited from doing so.

In addition, we may disclose information about you if we believe it is necessary to investigate, prevent, or take action: (a) against illegal activities, fraud, situations involving potential threats to our rights or property (or to the rights or property of those who use our Services), or to protect the personal safety of any person; or (b) regarding situations that involve the security of our Services, abuse of the Services infrastructure, or the Internet in general (such as voluminous spamming, or denial of service attacks).

We also use professional advisors, including lawyers and accountants, and may be required to disclose information about you when engaging them for their services and as necessary for audits, financial and other regulatory reviews.

What international data transfers occur at ZenixChat?

Under the General Data Protection Regulation (GDPR) and other data protection laws, information about you may only be transferred from your region to other regions if certain requirements are met. For instance, under the GDPR, information about you may be transferred from the European Economic Area (EEA) to outside the EEA if adequate data protections are in place. Our Services are managed by MEGASMART LTD in the United Kingdom. The European Commission recognises the UK as providing adequate data protection, so information about you may be transferred from the EEA to the UK.

ZenixChat also uses third-party service providers, such as managed hosting providers, credit card processors, and technology partners to provide the software, networking, infrastructure and other services required to operate the Services. These third-party providers may process or store personal data on servers outside of the EEA, UK, and Switzerland, including in the US. We rely on adequacy decisions where they exist, and otherwise on standard contractual clauses and the UK International Data Transfer Addendum, to ensure that information about you is lawfully transferred under UK and EU law. In this case, we have implemented supplementary measures as outlined in the section “How do we safeguard your information?”.

The third-party service providers we use to help us deliver the Services and which process your Content are referred to as “subprocessors” and a list is available on request.

The third-party services that you choose to integrate with our Services may collect, store, and process your information from various locations around the world according to their own terms and privacy policies.

How do we safeguard your information?

ZenixChat maintains industry standard security safeguards to protect your information. This includes ensuring our employees receive appropriate security and privacy training and guidance so they are aware of the measures they need to implement to protect your information.

Access controls are in place to limit access to your information to those who need it to perform their jobs. For example, information about you may be provided to our customer support specialists to help you with your requests. Individuals who are permitted to handle your information must adhere to confidentiality obligations.

We encrypt data in transit and at rest, where appropriate, to ensure that your information is kept private. We undertake service provider security and privacy reviews to ensure that service providers follow our stringent requirements to safeguard your information, and we also enter into data protection agreements with our service providers. All payment information is fully encrypted and handled only by PCI certified organizations.

How long do we retain your information?

We store your chatbot training content, settings and conversation history for as long as needed to provide the Services to you, so that your chatbot can answer questions and you can review past conversations.

Aggregated data is used by ZenixChat for analysis, product improvement, and troubleshooting purposes.

We retain your information as long as required to provide the Services requested by you, for record keeping purposes, to comply with our legal obligations, resolve disputes, and enforce the terms for the Services. After it is no longer necessary for us to retain information about you, or otherwise upon your request, we will dispose of it in a secure manner or anonymize the information.

ZenixChat’s roles under UK and EU data protection law

MEGASMART LTD (trading as ZenixChat) is responsible for your personal data under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and, where it applies to you, the EU General Data Protection Regulation (EU GDPR). Depending on the situation and the type of data involved, ZenixChat may act as a data controller or a data processor.

ZenixChat as a data controller

ZenixChat acts as a data controller when we are:

Collecting information from you to set up and administer your ZenixChat account (for example, Account information such as your name and email address); Monitoring usage information on our website;
Managing your contact and other related information to send marketing, Services, and other communications to you; Responding to a support or general inquiry.

Legal bases for processing when ZenixChat is a data controller

The legal bases for processing information about you include:

Your consent (for example, when you have provided your information to sign up for an account;). Where we rely on your consent to process personal data, you have the right to withdraw your consent at any time.
It is necessary to perform a contract (for example, we may need your information to fulfill our obligations of providing Services to you under the terms relevant to the Services you have acquired).
Legitimate interest (for example, to provide, maintain and improve the Services for you, to maintain the security of the Services, and to attract new customers to maintain demand for the Services, all of which are described in the “How do we use your information?” section above).
In some cases, we may have a legal obligation to process your personal data to comply with relevant laws (for example, keeping financial records to comply with tax and accounting law); or processing is necessary to protect your vital interests or those of another person (for example, obtaining health-related information during a medical emergency).

Your rights when ZenixChat is a data controller

Where ZenixChat is acting as a data controller, we have outlined certain rights in the section “What are your rights regarding the information about you?”.

In addition, you may have the following rights:

Right to object to processing: you may request that ZenixChat stops processing information about you (for example, to stop sending you marketing communications).
Right to restrict processing: you may request that we restrict processing information about you (for example, where you believe that this information is inaccurate).
Right to data portability: you may request that we provide you with information ZenixChat has about you in a structured, machine-readable, and commonly used format, and you may request that we transfer this information to another data controller.
If you would like assistance on any of the above requests, please email us at info@zenixchat.com with details of your request so that we may consider how we can help you.

ZenixChat as a data processor

Where you are using our Services and making decisions about the personal data that is being processed in the Services (including choosing what content to train your chatbot on, where to deploy it, or uploading and using Content), you are acting as a data controller and ZenixChat is acting as a data processor.

There are certain obligations under the UK GDPR and EU GDPR that you have as a data controller, including being responsible for managing Content on the Services. As a data processor, ZenixChat will only access and process Content to provide you with the Services in accordance with your instructions (which you provide through the Services), the Terms of Service, the terms of the third-party services you connect, and applicable laws. As part of delivering the Services, we may process Content to further improve the Services, such as enhancing usability and developing new features.

If you, as a data controller, require ZenixChat to agree to data protection requirements under Article 28 of the UK GDPR or the EU GDPR, ZenixChat makes available a data processing addendum that meets these requirements. Please email your customer details (organization name and plan information) with your request to us at info@zenixchat.com.

If you are using the Services as an authorized user of a ZenixChat customer (whether that customer is your employer, another organization, or an individual), that customer determines its own policies (if any) regarding storage, access, modification, deletion, sharing, and retention of personal data and Content, which may apply to your use of the Services. Please check with that customer about the policies and settings it has in place.

Changes to this privacy policy

We may make changes to this privacy policy at any time to reflect updates to our Services, applicable laws, and other factors. We will include a prominent notice on this website and/or our Services if we make any material changes, but we encourage you to stay informed by reviewing this policy periodically.

How to contact us

If you have any questions, concerns or feedback, please email us at info@zenixchat.com.

MEGASMART LTD
Company number 16364392
109 Clarence Road, Manchester, England, M13 0ZE
Email – info@zenixchat.com
Phone number – +44 7575 385321

If we are unable to resolve your concerns, you have the right to complain to the UK Information Commissioner’s Office (ICO) at ico.org.uk, or, if you live in the European Union, to the data protection authority in your country.