Privacy Policy
1. Overview
Privacy Checkup
We build a range of services that help millions of people daily to explore and interact with the world in new ways. Our services include:
- CX Genie apps, sites, and devices.
- Platforms like the Chrome browser and Android operating system.
- Products that are integrated into third-party apps and sites, like ads, analytics.
You can use our services in a variety of ways to manage your privacy. For example:
- You can sign up for a CX Genie Account if you want to create and manage content like emails and photos, or see more relevant search results.
- You can also choose to browse the web in a private mode, like Chrome Incognito mode, which helps keep your browsing private from other people who use your device.
To help explain things as clearly as possible, we've added examples, explanatory videos, and definitions for key terms. And if you have any questions about this Privacy Policy, you can contact us.
2. Information CX Genie Collects
Understanding the Information We Collect
We want you to understand the types of information CX Genie collects as you use our platform — from basic account details, to the conversations your AI Agent handles, to how you configure workflows and integrations.
The information CX Genie collects, and how it's used, depends on whether you're a business user (the company using CX Genie to run support) or an end-user (a customer chatting with a business's AI Agent).
- Business Users (Account Owners/Team Members): When you sign up for CX Genie, we collect information tied to your account to let you manage your AI Agents, workflows, and support team.
- End-Users (Your Customers): When someone chats with an AI Agent built on CX Genie, we process the messages and contact details they share during that conversation, on behalf of the business that owns the Agent.
2.1 Things You Create or Provide to Us
- Account Information: When you create a CX Genie account, you provide your name, email address, and password. You may also add a phone number, company name, and billing/payment information to subscribe to a paid plan.
- AI Agent Configuration: Content you upload to train your AI Agent — knowledge base articles, product catalogs, FAQs, custom chat flows, and workflow rules.
- Team & Collaboration Data: Names, emails, and roles of teammates you invite to your workspace, and their activity within Help Desk/Ticket Management (assignments, notes, performance stats).
- Communication Data: If you contact our support team or join our Discord community, we collect the information you share with us there.
2.2 Information We Collect As You Use Our Services
A. Your Apps, Browsers & Devices
We collect information about the browser and device you use to access the CX Genie dashboard, which helps us keep the platform secure and working properly.
- Device Data Collected: Browser type and version, device type, operating system, IP address, unique session identifiers.
- Interaction Data: Log data such as login times, feature usage, crash/error reports, and pages visited within the dashboard.
- How it's Collected: We collect this information when a CX Genie service on your device contacts our servers.
B. End-User Conversation Data
When an end-user interacts with an AI Agent, CX Genie collects and processes:
- The content of the conversation (text messages, and any files/images shared in chat).
- Contact details the end-user provides or that are captured automatically for lead generation (name, email, phone number).
- Channel metadata: which platform the conversation came from (WhatsApp, Messenger, Instagram, Shopify, WordPress, Discord, Telegram, or website live chat widget).
- Engagement signals: intent/emotion tags detected by the AI, CSAT ratings, and tags applied for reporting.
C. Integration Data
When you connect a third-party channel or tool (e.g., Shopify store, WhatsApp Business number, email mailbox), we access the data necessary to operate that integration — for example, order information from Shopify to answer product questions, or message threads from a connected mailbox.
2.3 Information from Public Sources & Partners
In some circumstances, CX Genie also collects information about you from outside sources:
- Channel Partners: The messaging/e-commerce platforms you connect (Meta, WhatsApp, Shopify, Telegram, Discord, etc.) may pass us data as part of that integration, governed by their own terms.
- Payment Processor: Our billing provider shares subscription/payment status with us to manage your account (we do not store full card numbers ourselves — flag: confirm actual payment processor, e.g. Stripe/Paddle, to name here).
2.4 Technologies We Use
We use various technologies to collect and store information, including cookies, local storage, databases, and server logs.
3. Why CX Genie Collects Data
We Use Data to Build Better Services
We use the information we collect from all our services for the following purposes:
- Provide Our Services: We use your information to operate your AI Agents — for example, processing the messages your end-users send so the Agent can generate accurate responses, or routing a conversation to the right teammate through Help Desk.
- Maintain & Improve Our Services: We use information to keep the platform running reliably — tracking outages, debugging errors you report, and understanding which types of questions AI Agents struggle to answer so we can improve response quality.
- Develop New Services: Understanding how businesses use existing features (e.g., Workflow, Ticket Management) helps us design new ones — for example, usage patterns in Help Desk informed the design of our CSAT Report feature.
- Provide Personalized Services: We use information collected through our services to tailor certain experiences for you — for example, your AI Agent uses your workspace's own knowledge base and prior conversation context to provide more relevant responses to your customers.
- Measure Performance: We use data for analytics and measurement to understand how our services are used. We use analytics to understand product usage — for example, conversation volume, resolution rate, and CSAT scores — to help you (and us) understand how your AI Agent is performing.
- Communicate With You: We use information we collect, like your email address, to interact with you directly. For example, we may send you a notification if we detect suspicious activity. Or we may let you know about upcoming changes or improvements to our services. And if you contact CX Genie, we'll keep a record of your request in order to help solve any issues you might be facing.
- Protect CX Genie, Our Users, and the Public: We use information to detect and prevent fraud, abuse, spam, and security threats across the platform.
How We Process Your Information
- Automated Systems: Your AI Agent's responses are generated using automated language-processing systems trained on the knowledge base and chat flows you configure. We also use automated detection to flag spam, abuse, or malicious content in conversations.
Consent for Additional Uses: We'll ask for your consent before using your information for a purpose that isn't covered in this Privacy Policy.
4. Your Privacy Controls
4.1 Managing, Reviewing, and Updating Your Information
From your CX Genie Dashboard, you can review and update:
- Account Settings: name, email, phone number, and billing details.
- Team & Permissions: who has access to your workspace and what they can do.
- Connected Integrations: which channels (WhatsApp, Messenger, Shopify, etc.) are linked, and disconnect any you no longer use.
- Conversation History: view and export conversation logs handled by your AI Agents.
4.2 Exporting, Removing & Deleting Your Information
You can:
- Export your conversation and account data for backup.
- Delete specific conversations or knowledge base content.
- Delete your entire CX Genie account, which removes your account data in line with our retention schedule.
4.3 Other Ways to Control Your Information
You can configure your browser to block or clear cookies. Note that some cookies are required for the dashboard to function properly (e.g., staying signed in).
6. Keeping Your Information Secure
We Build Security Into Our Services to Protect Your Information
All CX Genie products are built with security as a priority to protect your information. We continuously monitor our systems to detect and block security threats, and if we identify something you should know about, we'll notify you with guidance on next steps.
We work to protect you and CX Genie from unauthorized access, alteration, disclosure, or destruction of your information, including:
- We use encryption to protect your data in transit and at rest.
- We offer account security features such as Two-Factor Authentication (2FA) and login activity alerts.
- We regularly review our data collection, storage, and processing practices, including infrastructure security measures, to prevent unauthorized access.
- Access to personal information is restricted to CX Genie employees, contractors, and agents who need it to do their jobs. Everyone with access is bound by strict confidentiality obligations and subject to disciplinary action, including termination, for violations.
7. Exporting and Deleting Your Information
Exporting or Deleting Your Information
You can export or delete your information from your CX Genie account at any time.
To export: download a copy of your conversation history, ticket and agent from your Data Center.
To delete:
- Delete specific conversations or knowledge base items.
- Disconnect and remove data from a specific integration/channel.
- Delete your entire CX Genie account, which removes your account data per our retention schedule.
8. Retaining Your Information
Data Retention Policies
We retain data for different periods depending on what it is and how it's used:
- Data you can delete anytime: account info and content you've uploaded (e.g., knowledge base files) — kept until you delete it.
- Data deleted or anonymized automatically: technical/system logs, deleted or anonymized after deletion.
- Data kept until account deletion: usage statistics tied to your account.
Our Deletion Process
When you delete data, we follow a process to ensure it's removed from active systems and backups within a defined period. There may be a short delay between deletion and complete removal from backup systems.
9. Compliance and Cooperation with Regulations
Compliance and Data Transfers
We regularly review this Privacy Policy to ensure we process your information in compliance with it.
Data Transfers
- We may process your information on servers located outside the country where you live. Region hosting: ap-southeast-1
- Regardless of where your information is processed, we apply the same protections described in this policy.
Resolving Complaints
- When we receive formal written complaints, we will respond directly to the person who made the complaint.
10. About This Policy
When This Policy Applies
This Privacy Policy applies to all services offered by CX Genie and its affiliates. This Privacy Policy doesn't apply to:
- The information practices of other companies that advertise our services.
- Services offered by other companies or individuals, including third-party products or sites that integrate with CX Genie, or sites linked from our services.
Changes to This Policy
We change this Privacy Policy from time to time.
- Your Rights: We will not reduce your rights under this Privacy Policy without your explicit consent
- Version History: We always indicate the date the last changes were published and we offer access to archived versions for your review.
- Notifications: If changes are significant, we'll provide a more prominent notice (including, for certain services, email notification of Privacy Policy changes).
12. CX Genie's Partners
Who Are CX Genie's Partners?
CX Genie works with businesses and organizations in a variety of ways. We refer to these businesses and organizations as "partners."
Types of Partners
- Advertising & Development Partners: For example, over 2 million non-CX Genie websites and apps partner with CX Genie to show ads. Millions of developer partners publish their apps on CX Genie Play.
- Security Partners: Other partners help CX Genie with securing our services; information about security threats can help us notify you if we think your account has been compromised (at which point we can help you take steps to protect your account).
Data Processors vs. Partners
Note we also work with trusted businesses as "data processors" rather than partners. This means:
- They process information on our behalf to support our services.
- They act based on our instructions and in compliance with our Privacy Policy and other appropriate confidentiality and security measures.
(The CX Genie Privacy Policy has more information about how we use data processors.)
Protecting Your Identity
We don't share information that personally identifies you with our advertising partners, such as your name or email, unless you ask us to share it.
- Example: If you see an ad for a nearby flower shop and select the "tap to call" button, we'll connect your call and may share your phone number with the flower shop.
You can read more about the information CX Genie collects, including from partners, in the Privacy Policy.
We are committed to protecting your privacy and personal data. If you wish to request the deletion of your personal data from our system, please complete the form here. We will process your request in accordance with legal requirements and our privacy policy.