At Kaundle ("we," "us," or "our"), we are committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI Chat Service, which operates across messaging platforms including Facebook Messenger, Instagram, and WhatsApp (collectively, the "Services").
This policy also covers Agentic Chat, the AI assistant for your staff in the Kaundle console, which can connect to Gmail and Google Drive. Section 4 explains how we handle Google user data.
By using our Services, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, please do not use our Services.
1. Information We Collect
1.1 Business Account Information
When you register for our AI Chat Service, we collect:
- Business name, industry, and contact information
- Facebook, Instagram, and WhatsApp Business account details
- Owner or authorized user identity and contact details
- Business configuration preferences (brand, branch, keywords, bio)
1.2 Conversation & Messaging Data
Through our AI Chat Service, we process:
- Messages exchanged between your customers and the AI assistant
- Customer names, profile information, and phone numbers as provided by the messaging platform
- Conversation history and context for AI response accuracy
- Customer service case records, including issue categories and resolution summaries
1.3 Platform Integration Data
When you connect your social media accounts, we receive:
- Page access tokens and platform-specific identifiers
- Webhook event data from Meta platforms (Facebook, Instagram, WhatsApp)
- Message delivery and read receipt statuses
- Platform permissions granted to our application
1.4 Technical Information
- Device information (browser type, operating system)
- Log data (IP addresses, access timestamps, pages visited)
- Usage analytics and dashboard interaction data
- Cookies and similar technologies for session management
2. How We Use Your Information
We use the collected information for the following purposes:
2.1 AI Chat Service Delivery
- Power AI-driven customer service conversations across Facebook Messenger, Instagram, and WhatsApp
- Provide contextual, accurate, and personalized responses to customer inquiries
- Manage customer service cases, including escalation to human agents when needed
- Deliver message templates and automated notifications via WhatsApp Business API
- Process webhook events to receive and respond to messages in real time
2.2 Service Improvement & Analytics
- Analyze conversation patterns to improve AI response quality
- Generate customer service reports and operational insights for your business
- Monitor service uptime, performance, and reliability
- Develop new features and enhance existing capabilities
3. Data Sharing & Third-Party Services
We share data with the following categories of third parties solely to operate the Services:
- Meta Platforms (Facebook, Instagram, WhatsApp): Messages and interaction data are transmitted through Meta's Graph API and Webhooks to enable conversation delivery.
- AI & Language Model Providers: Conversation content may be processed by AI service providers to generate responses. Data is transmitted securely and not used to train third-party models.
- Cloud Infrastructure: Data is stored and processed on secure cloud servers with industry-standard encryption.
- Analytics Tools: Aggregated, anonymized usage data may be used for service performance monitoring.
We do not sell, rent, or trade your personal information to any third party for marketing purposes.
4. Google User Data (Agentic Chat)
Agentic Chat is the AI assistant inside the Kaundle console for a business's staff. A staff member can connect a Gmail mailbox or their Google Drive to it with "Sign in with Google". This section explains how Kaundle accesses, uses, stores and shares the data it receives from Google.
4.1 Data we access
- Gmail (scope
https://mail.google.com/): the email messages, attachments and folders (labels) of the mailbox that was connected. - Google Drive (scope
https://www.googleapis.com/auth/drive): the names, details and content of files in the connected Google Drive. - Basic account information (
openid, email): the Google account's email address.
4.2 How we use it
- We use Gmail data only to search, read, summarise, send, organise and delete email in the connected mailbox, and Google Drive data only to find, read, create, replace, move and delete files in the connected Drive, each when a staff member asks for it in Agentic Chat or in a task they scheduled there.
- Deleting email, and replacing, moving or deleting a Drive file, happen only after the staff member approves them in the chat. Deleted email and files go to Gmail's or Google Drive's Trash.
- We use the email address only to show which Google account is connected.
- A Google Drive connection is used only by the staff member who connected it. A Gmail mailbox an admin connects for the business can be used by the staff the admin allows, for the actions the admin allows.
- Google user data is not used for the purposes in section 2.2, for advertising, or to develop, improve or train generalised AI or machine-learning models.
4.3 How we share it
- To carry out a request, the content of the emails or files involved is sent to the AI model provider that runs the assistant, only to produce the answer to that request (see section 3).
- We do not sell Google user data, and we do not share or transfer it to anyone else, except as needed to provide these features, for security purposes such as investigating abuse, or to comply with applicable law.
- No person at Kaundle reads Google user data, unless the staff member asks us to (for example, for support), it is needed for security purposes, or the law requires it.
4.4 Storage, retention and deletion
- The Google sign-in (refresh) token is stored encrypted with AES-256-GCM. The short-lived access tokens made from it are kept only in memory.
- What the assistant reads from an email or file is kept in that chat's history so the conversation can continue. Deleting the chat deletes it; it is also deleted with the business's account (see section 6).
- Removing a Gmail mailbox from Kaundle deletes its sign-in and withdraws Kaundle's access at Google. Disconnecting Google Drive in Plugins deletes its sign-in from Kaundle.
- You can remove Kaundle's access at any time at myaccount.google.com/permissions, and ask us to delete your data at support@kaundle.com.
Kaundle's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
5. Data Security
We implement robust security measures to protect your information:
- Encryption: All data is encrypted in transit (TLS/SSL) and at rest (AES-256).
- Access Controls: Role-based access restrictions with secure authentication for dashboard access.
- Token Security: Platform access tokens are stored encrypted and rotated according to platform best practices.
- Regular Audits: Ongoing security assessments and monitoring of our systems.
- Data Backup: Regular automated backups with disaster recovery procedures.
- Employee Training: All staff are trained on data protection and security best practices.
6. Data Retention
We retain your data only for as long as necessary to provide the Services or as required by law:
- Conversation history is retained to maintain AI context and service quality. You may request deletion at any time.
- Customer service case records are retained for up to 12 months after resolution for quality assurance.
- Business account information is retained for the duration of your subscription.
- Upon account termination, all associated data is permanently deleted within 30 days, unless a longer retention period is legally required.
7. Your Rights and Choices
Depending on your location, you may have the following rights:
- Access and Portability: Request access to your personal information and receive a copy in a portable format.
- Correction: Request correction of inaccurate or incomplete personal information.
- Deletion: Request deletion of your personal information, including chat history and account data.
- Opt-Out: Opt out of marketing communications at any time.
- Data Processing Restriction: Request that we limit the processing of your data in certain circumstances.
To exercise these rights, please contact us at:
8. Children's Privacy
Our Services are intended for business use and are not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately and we will promptly delete such information.
9. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, or legal requirements. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date. We encourage you to review this page periodically.
10. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:
Acknowledgment: By using Kaundle's AI Chat Service, you acknowledge that you have read and understood this Privacy Policy and agree to its terms.