Privacy Policy for HelpGenie

Effective Date: January 1, 2024

This privacy policy outlines how we collect, use, store, and manage your data. If you have any questions or comments regarding helpgenie.co’s privacy policy, please contact us at: support@helpgenie.co.

1. Introduction

HelpGenie respects your privacy. This policy applies to our website https://www.helpgenie.co and the HelpGenie app and explains how we handle your personal data and information.

2. Information We Collect

We may collect the following information:

• Slack Workspace Data:We collect workspace and user IDs, channel IDs, and related metadata when you install HelpGenie or interact with it in Slack.
• Uploaded Files & Knowledge Sources: If you upload files (e.g. policy PDFs, internal documentation), we store and process them securely to answer relevant employee questions.
• User Preferences & Configurations: Any configurations you set in the app, includes custom instructions, selected channels, and human handoff preferences you configure within HelpGenie.
• Message & Response Data: Content you send or interact with using HelpGenie features (e.g. AI answers).
• Usage Data: Metadata about when and how you use our app, including engagement metrics.
• Technical Info: IP address, device type, browser info, and cookies (if applicable).
• Support Interactions: Any messages you send to our support team, including attachments or screenshots.

3. How We Use Your Information

We use your information to:

• Deliver app features such as respond to employee questions using your provided knowledge base.
• Track engagement (e.g., whether users responded to messages).
• Enhance app performance, identify bugs, and improve usability.
• Provide customer support and handle technical issues.
• Send updates, billing notices, and service announcements.
• Ensure compliance with legal and security standards.

4. Data Retention

We retain your data only for as long as necessary to provide you with services. If you'd like us to delete your data, contact us at support@helpgenie.co and we will promptly process your request.

5. Data Storage and Security

We store data using industry-standard cloud infrastructure via Amazon Web Services (AWS), ensuring encryption at rest and in transit. We also perform routine backups to maintain high availability and disaster recovery.

6. Sharing and Disclosure

We do not sell your data. We may share it only with trusted third-party services essential to app operation, such as:

• Hosting infrastructure (e.g., AWS)
• Transactional email providers (for notifications)
• Payment processors (if applicable)

Data is shared strictly under confidentiality agreements or where required by law.

7. Your Rights

You may request:

• Access: A copy of your data.
• Correction: Updates to inaccurate data.
• Deletion: Removal of your data.

To exercise these rights, email us at support@helpgenie.co.

8. Children's Privacy

HelpGenie is not intended for users under 13. If we discover personal data belonging to a child under 13, we will delete it immediately.

9. External Links

We may link to external websites. We are not responsible for their privacy policies or practices.

10. Changes to This Privacy Policy

We may update this policy from time to time. Updates will be posted at this location. Continued use of the service constitutes agreement to any changes.

11. Contact Us

Questions or concerns? Contact us at: support@helpgenie.co