Privacy Policy

1. Who We Are

Convo.run is operated by The Troops PTE Ltd., with its registered office at 160 Robinson Road, #14-04 Singapore Business Federation Center, Singapore 068914. Contact [email protected] for privacy-related questions.

2. Scope and Our Role

We process account, website, support, and billing data for our own business purposes. When a business uses Convo.run to manage customer conversations, that business generally controls the conversation data and Convo.run processes it to provide the service. End customers may also contact the relevant business directly about their data.

3. Information We Process

• Account details, workspace membership, organization, and location information
• Connected channel identifiers, authorization data, and configuration
• Customer messages, contact details, conversation metadata, and attachments
• Business knowledge, policies, instructions, websites, and uploaded source files
• AI configurations, drafts, replies, handoffs, and related activity history
• Usage, device, diagnostic, security, and support information
• Billing and transaction information provided through payment services

4. How We Use Information

• Provide, secure, support, and administer Convo.run
• Connect channels and route conversations to the correct workspace and location
• Generate drafts or replies from customer-approved knowledge and configurations
• Scan attachments for malware and block files that cannot be processed safely
• Process payments, communicate service notices, and respond to support requests
• Monitor reliability, prevent abuse, troubleshoot, and improve the service
• Comply with legal obligations and enforce our agreements

5. AI Processing

Depending on workspace settings, conversation content and approved business knowledge may be processed to classify inquiries, prepare drafts, generate replies, or determine routing and handoff. We may use contracted AI and infrastructure providers to perform this processing on our behalf.

6. How We Share Information

We do not sell personal information. We may share it with:

• Cloud hosting, storage, security, malware scanning, AI, authentication, payment, analytics, and support providers
• Connected channel providers when transmitting or receiving messages at the customer's direction
• Professional advisers and authorities where required to protect rights or comply with law
• A successor in connection with a merger, financing, acquisition, or sale of assets
• Other parties where the relevant customer or individual directs or consents to the disclosure

7. International Processing

We and our service providers may process information in Singapore and other countries. Where required, we use appropriate contractual or legal safeguards for international transfers.

8. Retention and Deletion

We retain information for as long as needed to provide the service, meet contractual and legal obligations, resolve disputes, and protect the service. Retention may depend on workspace settings, the connected channel, the type of data, and the customer's agreement. We delete or de-identify information when it is no longer required, subject to legal and operational requirements.

9. Security

We use technical and organizational measures designed to protect information, including authenticated workspace access, location-scoped conversation ownership, private attachment access, and malware scanning for incoming and outgoing conversation attachments. No online service can guarantee absolute security.

10. Your Choices and Rights

Depending on applicable law, you may request access, correction, deletion, restriction, objection, or portability of personal data. Workspace users can contact [email protected]. End customers should normally contact the business they messaged first because that business controls the conversation and determines how it is used.

11. Cookies

We use cookies and similar technologies where needed for authentication, security, preferences, service operation, and usage measurement. Browser settings may allow you to control some cookies.

12. Changes and Contact

We may update this policy as the service or legal requirements change. We will post the revised policy with an updated date. Contact [email protected] or write to The Troops PTE Ltd., 160 Robinson Road, #14-04 Singapore Business Federation Center, Singapore 068914.