Privacy Policy

Account information: your name, work email, company name and billing details when you sign up.

Customer content: the help articles, documents and conversations you connect to Relay so it can answer your customers.

Usage data: how you use the dashboard, such as pages viewed and settings changed, plus standard log data like IP address and browser type.

To run the service: answering your customers, routing handoffs and showing you insights.

To support you, send service notices and improve the product.

We do not use customer content to train AI models, ours or anyone else's.

Subprocessors that host and operate the service, such as our cloud and email providers. Each is bound by a data processing agreement. The current list is available on request.

Integrations you turn on, such as your help desk or store, only to the extent needed to complete an action you allowed.

We never sell personal information.

Conversation logs are kept for 12 months by default. Enterprise customers can set a shorter period.

When you close your account, we delete customer content within 30 days, except where the law requires us to keep records.

Data is encrypted with AES-256 at rest and TLS 1.3 in transit. Relay is SOC 2 Type II audited and ISO 27001 certified.

Access to customer content is limited to staff who need it to support you, and every access is logged.

Depending on where you live, you can ask to access, correct, export or delete your personal information, and object to certain uses.

If you are a customer of a company that uses Relay, contact that company first. We process their data on their instructions.

We host data in the US by default and in the EU for customers who choose it. Transfers outside the EU rely on Standard Contractual Clauses.

If we make material changes, we will email account owners at least 30 days before they take effect.