Privacy policy

Retriage is a support tool. A company (our customer) connects its Slack workspace, support email address or website chat, and Retriage answers questions from the company's own notes and passes the rest to the company's team. This page explains what Retriage stores, why, who else handles it, and how to delete it. Questions: shubhamdolas99@gmail.com.

Who is responsible

For the people who ask questions (contractors, customers, website visitors), the company that set up Retriage decides what happens to their messages. Retriage handles those messages on that company's behalf and only to provide the service. For the people who sign in to Retriage (the company's team), Retriage is responsible for their account data.

What Retriage stores

• Team accounts: name, email address and profile picture from Google or Slack sign-in, the organisations a person belongs to, and their role. There are no passwords.
• Conversations: the questions people ask and the replies sent, by the bot or by the team, plus the team's internal notes. For email this includes the sender name and address, subject and attachments. For Slack it includes Slack user and channel ids and display names. For website chat it includes a random visitor id and any email address the visitor chooses to give.
• The knowledge base: the answers a company writes or imports, and their past versions.
• Ratings that askers give to the help they received.
• An audit log of actions taken by the team, such as who took or resolved a question. It does not copy message text.
• Usage counts: how many AI calls each organisation makes per day, to enforce its daily limit.

How handed-off questions are shared inside your company

When the bot hands a question to a person, Retriage copies it to the company's own team. If the company has chosen a Slack team channel, every handed-off question is posted there, whichever channel it came in on: Slack, email or website chat. That includes the asker's name and the question text. Otherwise the team is told by email. These copies stay inside the company's own Slack workspace and team.

How AI is used

To answer a question, Retriage sends the question, a few recent messages from the same conversation and the most relevant knowledge base entries to an AI model (Groq). To find those entries, the question and the entries are turned into search vectors by Voyage AI. When the team resolves a question the bot could not answer, the conversation is sent to the same AI model to draft a new knowledge base entry, which the team reviews before it is used. Nothing else is sent. Customer content is not used to train AI models, by Retriage or by these providers, and one company's data is never used to answer another company's questions.

Cookies and browser storage

The Retriage app uses only the cookies needed to keep you signed in and remember which organisation you are viewing. The website chat keeps a visitor id in the visitor's browser storage so a conversation survives a page reload. There are no analytics, advertising or tracking scripts on this site or in the chat.

To stop abuse, the chat counts requests per network address. The address is stored only as a salted one-way hash and the counts are deleted within a day.

Who else handles the data

Retriage uses a small number of providers to run the service. Each one receives only what it needs. The full list, with what each does and where, is on the security page. All of them process data in the United States. Retriage does not sell data or share it with anyone else, unless the law requires it.

How long data is kept

• Conversations are deleted automatically after a period each company chooses: 12, 6, 3 or 1 months without a new message. The default is 12 months.
• An admin can delete a single conversation, or a person with all their conversations, at any time.
• The owner can delete the whole organisation. That removes every conversation, person, answer, setting and audit entry at once, disconnects Slack and removes the email setup. Team members who are not in another organisation lose their account too.
• Copies in the providers' backups expire on their own schedules, within weeks.

Your choices

If you asked a question through a company that uses Retriage, contact that company first: it controls your messages and can delete them. You can also write to shubhamdolas99@gmail.com and we will pass your request on or help directly. Team members can ask for a copy of their account data, or for its deletion, at the same address.

Changes

If this policy changes in a way that matters, the date above changes and signed-in owners are told by email before the change takes effect.