Privacy Policy

1. Information We Collect

When you use Echo, we collect information that you provide directly to us, including:

• Account information: your name, email address, and password when you create an account.
• Organization data: workspace names, team member details, and billing information.
• Conversation data: messages exchanged between your customers and the Echo widget, including AI-generated responses.
• Knowledge base files: documents you upload to train the AI support agent.
• Usage data: analytics about how you and your customers interact with Echo, including page views, response times, and CSAT ratings.

2. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve the Echo platform and AI support agent.
• Process customer conversations and generate AI responses based on your knowledge base.
• Send notifications through integrated channels like Slack.
• Generate analytics and insights about your support performance.
• Process payments and manage your subscription.
• Communicate with you about your account, updates, and support inquiries.

3. Data Sharing

We do not sell your personal information. We may share data with:

• AI providers: conversation content is processed by our AI models to generate responses. This data is not used to train third-party models.
• Third-party integrations: when you connect Slack or other services, relevant conversation data is shared with those platforms as configured by you.
• Payment processors: billing information is shared with Stripe to process payments.
• Legal requirements: we may disclose information if required by law or to protect our rights.

4. Data Security

We implement industry-standard security measures to protect your data, including encryption in transit and at rest. Access to customer data is restricted to authorized personnel and automated systems necessary to provide the service.

5. Data Retention

We retain your data for as long as your account is active or as needed to provide services. Conversation data and analytics are retained according to your subscription plan. You may request deletion of your data at any time by contacting support.

6. Your Rights

Depending on your location, you may have the right to:

• Access, correct, or delete your personal information.
• Export your data in a portable format.
• Object to or restrict certain processing of your data.
• Withdraw consent where processing is based on consent.

7. Cookies

Echo uses essential cookies to maintain your session and remember your preferences (such as your selected workspace). We do not use third-party advertising cookies. The embedded chat widget uses minimal cookies to identify returning visitors.

8. Changes to This Policy

We may update this privacy policy from time to time. We will notify you of any material changes by posting the updated policy on this page and updating the “Last updated” date.

9. Contact Us

If you have any questions about this privacy policy or our data practices, please contact us at privacy@echo.support.