Privacy Policy
Last updated: 11 September 2026
Who we are
Ansadesk is operated by Ansadesk ("we", "us"), established under the laws of England and Wales. We provide a customer support platform: an embeddable chat widget, a team inbox, and AI-assisted replies. This policy explains what we collect and why, both for our direct customers (workspace owners and agents) and for visitors who chat through a widget our customers embed on their sites.
For visitor data collected through a customer's widget, the customer is the data controller and we act as their processor under our Data Processing Agreement. For account and billing data of our customers, we are the controller.
What we collect
- Account data: your name, email address, and password hash when you create an account, or your Google or Apple profile basics if you sign in with those.
- Conversation data: messages, attachments, ratings, and contact details (name, email) that visitors share through the chat widget or email. We process this on behalf of the workspace that owns the conversation.
- Technical data: IP addresses (used for rate limiting and abuse prevention), browser type, and the page URL the widget was opened on.
- Billing data: if you subscribe to a paid plan, payment details are handled by Stripe. We never see or store your card number.
How we use it
- To operate the service: deliver messages, notify agents, and keep your inbox in sync in real time.
- To generate AI drafts and answers: the content of a conversation and the workspace's own knowledge base are sent to Anthropic's API to draft a suggested reply, summary or help-center answer. Anthropic does not use this data to train models.
- To send transactional email such as unanswered-message alerts, team invitations, password resets and billing notices.
- We do not sell personal data, run advertising, or use conversation content to train AI models.
Subprocessors
These are the third parties that can see customer or visitor data, and why. We will update this list at least 30 days before adding a new one that processes personal data.
| Provider | Purpose | Location | Data |
|---|---|---|---|
| Hetzner Online GmbH | Application and database hosting | Germany / Finland (EU) | All service data |
| Anthropic, PBC | AI drafts, summaries, triage, autopilot and help-center answers | United States | Conversation text and the workspace knowledge base, per request; not used for model training |
| Cloudflare, Inc. (R2) | File attachment storage | Global (EU-jurisdiction bucket available) | Uploaded attachments |
| Stripe, Inc. | Subscription billing | United States / Ireland | Billing contact, payment method, invoices |
| useSend / Amazon Web Services (SES) | Transactional email | European Union | Recipient address, email subject and body |
| Slack Technologies (optional) | Notifications, only when a workspace connects a Slack webhook | United States | Visitor name and message excerpt |
| Google LLC (Analytics, optional) | Marketing-site analytics only; never inside the app or on customer help centers | United States | Anonymised page views |
International transfers
Service data is stored in the EU. Where a subprocessor processes data in the United States (Anthropic, Stripe, Cloudflare), the transfer is covered by the EU Standard Contractual Clauses or the EU-US Data Privacy Framework, as set out in that provider's terms.
Data retention and your rights
- Conversation data is kept for as long as the owning workspace keeps it. Workspace owners can export all workspace data as JSON at any time, can permanently delete a visitor's data (including all their conversations, messages and attachments), and can delete the whole workspace from Settings.
- You can delete your own account from the Account page. Deleting a workspace or account removes its data immediately; backups are rotated out within 30 days.
- You can ask us to access, correct, export, or delete your personal data at any time by emailing us.
- Sessions use cookies strictly for authentication. The chat widget does not use cookies; it stores an anonymous identifier in the visitor's browser localStorage. Our marketing pages may use Google Analytics with IP anonymisation; the app and customer help centers never do.
Contact
Questions or requests: [email protected].