Privacy Policy

Effective Date: January 1, 2025

At Kenzi, we are committed to protecting your privacy and handling your information responsibly. This Privacy Policy describes how we collect, use, disclose, and protect information when you use our customer messaging platform and related services.

This policy applies to information collected through our website, application, chat widget, and any related services (collectively, the "Services"). By using our Services, you agree to the collection and use of information in accordance with this policy.

1. Scope and Application

This Privacy Policy applies to Kenzi's customer messaging platform and covers information collected from:

• Visitors to our website

• Customers who register for and use our Services

• End users who interact with our customers through our platform

• Individuals who communicate with our customers via integrated channels (Facebook, Instagram, email, web widget)

2. Information We Collect

2.1 Information You Provide Directly

We collect information you provide when interacting with our Services, including:

• Account Registration: Name, email address, phone number, workspace name, and authentication credentials

• Profile Information: Display name, avatar, role within your organization, and workspace preferences

• Communications: Messages, attachments, and other content you send or receive through our platform

• Customer Support: Information provided when you contact us for assistance or report issues

• Billing Information: Payment details and billing addresses processed through our third-party payment processors

2.2 Information We Collect from Your Customers

When your customers or end users interact with you through our platform, we process information on your behalf, including:

• Names, contact information, and identifiers from connected social media accounts

• Message content, conversation history, and communication preferences

• Social media profile information (usernames, profile pictures, public profile details)

• Device identifiers and communication endpoint data

2.3 Information Collected Automatically

When you access or use our Services, we automatically collect certain technical information:

• Device Information: IP address, browser type and version, device type, operating system, and unique device identifiers

• Usage Information: Pages visited, features used, time spent, click patterns, and interaction data

• Location Information: General geographic location inferred from IP address (country or city level)

• Performance Data: Error logs, diagnostic information, and system performance metrics

2.4 Information from Third-Party Sources

We receive information from integrated platforms and services:

• Social media platforms (Facebook, Instagram) when you authorize integration

• Authentication providers for account verification

• Public databases and social media for contact enrichment (when permitted)

3. How We Use Your Information

We process your information for legitimate business purposes, including:

3.1 Service Delivery and Operations

• Providing and maintaining our messaging platform and features

• Facilitating communication between you and your customers across multiple channels

• Processing and routing messages to appropriate channels and recipients

• Managing user accounts, authentication, and workspace access

• Providing customer support and responding to inquiries

3.2 Platform Improvement and Analytics

• Analyzing usage patterns to improve features and user experience

• Conducting research and development for new features

• Monitoring system performance, identifying bugs, and troubleshooting issues

• Creating aggregated, anonymized statistics and insights

3.3 Communications

• Sending service notifications, updates, and security alerts

• Providing product announcements and feature updates

• Sending marketing communications about our Services (with opt-out options)

• Requesting feedback through surveys and questionnaires

3.4 Security and Fraud Prevention

• Protecting against unauthorized access, fraud, and abuse

• Enforcing our Terms of Service and other agreements

• Investigating and addressing security incidents

• Complying with legal obligations and responding to legal requests

4. How We Share Your Information

We share information only as described below and never sell your personal information.

4.1 Service Providers and Partners

We engage trusted third-party service providers to support our operations, including:

• Cloud infrastructure and hosting providers

• Payment processing and billing services

• Authentication and identity verification services

• Email delivery and communication services

• Analytics and performance monitoring tools

These providers are contractually obligated to use your information only as necessary to provide services to us and must maintain appropriate security measures.

4.2 Within Your Organization

Information is shared among authorized members of your workspace according to roles and permissions you configure. Workspace owners and administrators have access to workspace-wide data.

4.3 Integrated Platforms

When you connect third-party platforms (Facebook, Instagram, email providers), we share information necessary to deliver messages and synchronize data according to your integration settings.

4.4 Legal Requirements and Protection

We may disclose information when we believe it is necessary to:

• Comply with applicable laws, regulations, or legal processes

• Respond to lawful requests from government authorities

• Enforce our agreements and protect our rights and property

• Protect the safety and security of our users and the public

• Defend against legal claims or investigations

4.5 Business Transfers

In the event of a merger, acquisition, reorganization, or sale of assets, your information may be transferred to the successor entity. We will provide notice and inform the acquiring party that they must handle your information consistent with this Privacy Policy.

5. Data Storage and Security

We implement industry-standard security measures to protect your information:

• Encryption of data in transit using TLS/SSL protocols

• Encryption of sensitive data at rest

• Regular security assessments and monitoring

• Access controls and authentication requirements

• Secure cloud infrastructure with redundancy and backups

While we strive to protect your information, no method of transmission or storage is completely secure. We cannot guarantee absolute security but will notify you of any breach as required by law.

6. Data Retention

We retain your information for as long as necessary to fulfill the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law. Our retention practices include:

• Account Information: Retained while your account is active and for a reasonable period thereafter to support reactivation

• Conversation Data: Retained according to your workspace settings and data retention policies

• Transaction Records: Retained for accounting and tax purposes as required by law

• Technical Logs: Typically retained for 90 days unless needed for security or legal purposes

When information is no longer needed, we securely delete or anonymize it. You may request deletion of your data subject to legal retention requirements.

7. Your Rights and Choices

You have rights regarding your personal information:

7.1 Access and Portability

You can access your account information and profile settings within the application. You may request a copy of your personal information in a portable format.

7.2 Correction and Updates

You can update your account information, profile details, and preferences directly through your account settings. Contact us if you need assistance correcting information.

7.3 Deletion

You may request deletion of your account and associated personal information. Note that some information may be retained as required by law or for legitimate business purposes (such as resolving disputes or enforcing agreements).

7.4 Marketing Opt-Out

You can opt out of marketing emails by clicking the unsubscribe link in any marketing message or adjusting your communication preferences in your account settings. Note that you will still receive essential service-related communications.

7.5 Cookie Controls

Most browsers allow you to control cookies through settings. You can also opt out of certain analytics tracking as described in Section 8 below.

8. Cookies and Tracking Technologies

We use cookies, pixels, and similar technologies to provide functionality, understand usage, and improve our Services.

8.1 Types of Cookies We Use

• Essential Cookies: Required for authentication, security, and core functionality

• Functional Cookies: Remember your preferences and settings

• Analytics Cookies: Help us understand how you use our Services

• Advertising Cookies: Used to deliver relevant marketing content

8.2 Analytics Services

We use third-party analytics services, including Google Analytics, to analyze usage patterns and improve our Services. You can opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on.

8.3 Your Cookie Choices

You can control cookies through your browser settings. Disabling certain cookies may limit functionality. For more information about managing cookies, visit www.allaboutcookies.org.

9. Third-Party Integrations

Our Services integrate with third-party platforms to enable messaging functionality:

9.1 Social Media Platforms

When you connect Facebook, Instagram, or other social media accounts, we access information according to your authorization and the platform's permissions. These platforms have their own privacy policies governing their data practices.

9.2 External Links

Our Services may contain links to third-party websites and services. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any information.

9.3 Embedded Content

Third-party content embedded in our Services (such as social sharing buttons or authentication widgets) may collect information about your interactions. These are governed by the third party's privacy policy.

10. International Data Transfers

Our Services are operated in the United States, and your information may be stored and processed in the United States or other countries where we or our service providers maintain facilities. By using our Services, you consent to the transfer of your information to countries outside your country of residence, which may have different data protection laws.

We implement appropriate safeguards for international transfers, including standard contractual clauses and other mechanisms as required by applicable law.

11. Children's Privacy

Our Services are not intended for children under the age of 13 (or the applicable age of digital consent in your jurisdiction). We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us, and we will delete such information.

12. State-Specific Privacy Rights

12.1 California Residents

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):

• Right to know what personal information we collect, use, and disclose

• Right to request deletion of your personal information

• Right to opt out of the "sale" of personal information (we do not sell personal information)

• Right to non-discrimination for exercising your privacy rights

To exercise these rights, please contact us using the information in Section 14.

12.2 Other U.S. State Residents

Residents of Colorado, Connecticut, Virginia, and other states with comprehensive privacy laws have similar rights to access, correct, delete, and obtain a copy of their personal information. Contact us to exercise these rights.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will notify you by:

• Posting the updated policy on our website with a new effective date

• Sending an email notification to your registered email address

• Displaying a prominent notice in the application

Your continued use of our Services after the effective date constitutes acceptance of the updated policy. We encourage you to review this Privacy Policy periodically.

14. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us at:

Kenzi Privacy Team
Email: privacy@kenzi.chat

We will respond to your inquiry within a reasonable timeframe. For privacy rights requests, we may need to verify your identity before processing your request.