Introduction
Heap Chat (“we,” “us,” or “our”) is committed to protecting the privacy of users who integrate our customer support chat SDK into their products and use our mobile or web applications. This Privacy Policy explains how we collect, use, store, and share your data, including chat messages, when you use Heap Chat. By using our services, you agree to the practices described in this policy.
Last updated: June 24, 2025
What Data We Collect
We collect the following data to provide and improve our services:
- Chat Messages: Messages exchanged between customers and support agents through the Heap Chat SDK are collected to facilitate real-time support and feedback.
- User Information: For support agents, we collect account details (e.g., email, username) provided during login or SDK integration.
- Usage Data: We may collect information about how you interact with our app, such as IP addresses, device information, and session logs, to enhance functionality and security.
How We Store Your Data
Chat messages and related data are stored on our secure servers to ensure the continuity of support services. We implement industry-standard security measures, such as encryption, to protect your data from unauthorized access, loss, or misuse. However, no system is completely secure, and we cannot guarantee absolute security.
Third-Party Services
To enable auto-translation of chat messages, we send user messages to Open AI, a third-party service provider. Open AI may store these messages in accordance with their own privacy policies and terms of service. We encourage you to review Open AI's Privacy Policy for details on their data handling practices.
We only share the minimum data necessary for translation and do not control how Open AI processes or retains this data. By using Heap Chat, you consent to the transfer of your messages to Open AI for this purpose.
How We Use Your Data
We use your data to:
- Provide real-time chat support and auto-translation features.
- Authenticate support agents and manage account access.
- Improve our services through usage analytics.
- Comply with legal obligations or respond to lawful requests.
Your Rights
Depending on your jurisdiction, you may have rights regarding your data, including:
- Accessing or obtaining a copy of your data.
- Requesting correction or deletion of your data.
- Objecting to or restricting certain data processing.
To exercise these rights, contact us at support@heap.chat. Note that deletion requests may be limited if data is required for ongoing support or legal compliance.
Data Retention
We retain chat messages and related data for as long as necessary to provide our services or comply with legal obligations. Data shared with Open AI for translation is subject to their retention policies, over which we have no control.
Contact Us
If you have questions about this Privacy Policy or our data practices, please reach out to us:
Email: support@heap.chat
We are committed to addressing your concerns promptly.
Changes to This Privacy Policy
We may update this Privacy Policy to reflect changes in our practices or legal requirements. Updated policies will be posted on this page with a revised “Last updated” date. We encourage you to review this policy periodically.