Your trust,
handled with care.

01Who we are

TalkRobin (“TalkRobin”, “we”, “us”) provides live chat, visitor insights and session replay software for websites. This policy explains how we handle personal information when you visit talkrobin.com, create a TalkRobin account, or visit a website that uses TalkRobin.

We play two different roles. For our own website and for the people who sign up for TalkRobin, we decide how information is used. For information collected on our customers’ websites, the customer decides and we process it on their behalf, as described in our data processing agreement.

02Information we collect

From TalkRobin customers and their team members

• Account details: name, work email, password (stored only in hashed form), company name, website address and account settings.
• Plan and billing details: your plan, trial dates and invoices. When paid plans are purchased online, card payments are handled by our payment processor. We never see or store full card numbers.
• Content you create: conversations, notes, canned replies, contacts and files you or your visitors share in chats.
• Usage and device data: sign-in times, the pages of the dashboard you use, IP address, browser and device type, used to keep your account secure and improve the product.

From visitors to websites that use TalkRobin

When a business installs TalkRobin, the following may be collected about visits to its website:

• Visit activity: pages viewed, clicks, time on page, scrolling, JavaScript errors and the page that referred the visit, including campaign tags such as UTM parameters.
• Device and approximate location: browser, operating system, screen size, language, time zone and a city-level location estimated from the IP address.
• Chat information: messages, and any name, email or phone number a visitor chooses to share, either by typing it or by continuing with Google (see Sign in with Google). If a website’s visitors are logged in to that website, it may pass their name, email or phone number to TalkRobin so its team knows who they are chatting with.
• Session replays (on plans that include them): a reconstruction of the page and the visitor’s interactions. Text typed into inputs is masked before it leaves the visitor’s browser unless the site owner turns on showing typed text for their website, which they are responsible for having a lawful basis and any required notice or consent for. Password and payment card fields are always masked, and site owners can hide any other element.

From visitors to talkrobin.com

Our marketing website does not use advertising or analytics cookies. It stores one value in your browser’s session storage to remember that its intro animation has played. If you contact us, we receive what you send.

03How we use information

• To provide TalkRobin: deliver chats, show live visitors and profiles, play replays and send notifications.
• To run your account: sign-in, security, plan limits, trials, billing and customer support.
• To send service emails, such as confirmations, password resets, usage alerts and important changes. You can opt out of product news at any time; service emails are part of the service.
• To keep TalkRobin safe: detect abuse, spam and security incidents.
• To improve the product, using aggregated or de-identified information wherever possible.
• To meet legal obligations and enforce our terms.

04Sign in with Google

Visitors chatting on a website that uses TalkRobin can choose “Continue with Google” instead of typing their email address. Team members may also be able to sign in to TalkRobin with Google.

• What we receive: your name, email address, Google’s confirmation that the email address is verified, and your profile picture. We ask Google for nothing else: no access to your Gmail, contacts, files, calendar or any other Google data.
• How we use it: for visitors, only to save your name, email and picture on your chat so the business you are chatting with knows who you are and can reply to you, including by email. For team members, only to sign you in.
• Who sees it: the business whose website you are chatting on, and our subprocessors that host TalkRobin. We do not sell it, use it for advertising, or use it to train AI models.
• How long we keep it: with the chat, until the business deletes your contact or closes its account (see “How long we keep information”).
• Your choices: you can ask the business, or us at privacy@talkrobin.com, to delete it, and you can remove TalkRobin’s access at any time at myaccount.google.com/connections.

TalkRobin’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

05Legal bases (EEA and UK)

Where European or UK data protection law applies, we rely on: performance of a contract (to provide the service you signed up for), legitimate interests (to secure, support and improve TalkRobin, balanced against your rights), consent (where required, for example for non-essential tracking on a customer’s website, which that customer is responsible for obtaining), and legal obligation.

06How information is shared

We do not sell personal information and do not share it for cross-context behavioral advertising. We share information only:

• With subprocessors that host, analyze, email or process payments for TalkRobin, under contracts that require them to protect it.
• With the business whose website you visited, for visitor and chat information collected on that website.
• When required by law, or to protect the rights, property or safety of TalkRobin, our customers or others.
• As part of a merger, acquisition or sale of assets, with notice to you.

07How long we keep information

• Visitor activity is available in the dashboard for the plan’s history window: 7 days on Free, 90 days on Pro and Business, and as agreed on Enterprise. Raw tracking events are deleted within 12 months.
• Conversations and contacts are kept until the customer deletes them or closes their account.
• Closed accounts: account data is deleted within 30 days of an account being deleted, and removed from backups within 90 days.
• Billing records are kept as long as tax and accounting law requires.

08Your rights and choices

Depending on where you live, you may have the right to access, correct, export or delete your personal information, to object to or restrict certain processing, and to withdraw consent. Account owners can export their data and delete their account from the TalkRobin dashboard, or email privacy@talkrobin.com.

If you visited a website that uses TalkRobin, please contact that business first, since it controls that information. We will help them respond, and if you contact us directly we will pass your request on.

California residents: you have the right to know, delete and correct personal information, and to not be discriminated against for exercising these rights. We do not sell or share personal information as those terms are defined by California law. You may use an authorized agent to make a request.

We will respond within the time the law requires and may need to verify your identity first. You also have the right to complain to your local data protection authority.

09Security

Connections to TalkRobin are encrypted with HTTPS. Passwords are hashed, two-factor sign-in is available to every user, each business’s data is kept separate, and password and payment card fields are always masked in replays. No system is perfectly secure, but we work hard to protect your information. Read more on our security page.

10International transfers

TalkRobin is a US company and processes information in the United States. When we transfer personal information from the EEA, UK or Switzerland, we use appropriate safeguards such as the European Commission’s Standard Contractual Clauses, which are included in our data processing agreement.

11Children

TalkRobin is a business tool and is not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child has given us personal information, please contact us and we will delete it.

12Changes to this policy

We will update this page when our practices change and revise the date at the top. If a change is significant, we will tell account owners by email or in the dashboard before it takes effect.