Privacy Policy

Our customers are the businesses that sign up for BotMatrix, and their team members. For their account information we decide how it is used, so we are responsible for it.

Website visitors are the people who chat with a customer’s chatbot on that customer’s website. We handle their information on behalf of that business, following its instructions. If you chatted on a business’s website, that business decides what happens to your chat, and questions or requests are best sent to them first. We will help them respond.

• Account details: name, email address, phone number, and a password (stored only as a secure hash).
• Business details you add: company name, website, chatbot settings, documents and web pages you give the chatbot to learn from.
• Billing: your plan and payment history. Card payments are handled by our payment provider; we never see or store your full card number.
• Usage and security information: sign-in times, IP address, browser, time zone, and which features you use, to keep accounts secure and the service working.
• In the mobile app: your device model and name, operating system, app version and a push notification token, so we can send you chat alerts. The app uses your camera or photo library only when you choose to send a picture in a chat.

• The chat: messages, and any files, pictures or voice notes the visitor sends.
• Details the visitor chooses to share, such as name, email, phone number or an appointment time.
• Technical information: IP address, approximate location worked out from it (city and country), browser and device type, the pages visited on the business’s site and how the visitor arrived there.
• A random visitor identifier kept in the visitor’s browser, so a returning visitor can continue their chat.

• To run the service: answer visitors with AI, pass chats to a person, store the history, and send alerts to the business’s team.
• To provide the account: sign-in, billing, support and service emails.
• To keep BotMatrix secure: prevent abuse and spam, and block visitors a business has banned.
• To improve the chatbot for that business, for example by learning from its own team’s past replies. One business’s chats are never used to answer another business’s visitors.

We do not sell personal information, and we do not use it for advertising. The mobile app contains no ads and no advertising trackers.

We use trusted service providers to run BotMatrix. Each receives only what it needs:

• AI providers (OpenAI, Anthropic) to write the chatbot’s replies from the chat and the business’s own content.
• Hosting and security (Railway, Cloudflare) to run and protect the service.
• Google (Google Drive) to store chat attachments, and Google Firebase Cloud Messaging with Expo to deliver mobile push notifications.
• Email delivery (SendGrid) for account and notification emails.
• Payments (Stripe, Square) to take subscription payments.
• Location lookup (ip-api.com) to estimate a visitor’s city and country from their IP address.
• Web search providers, only when a business has web search switched on, to look up public information for an answer.

A business can also connect its own tools, such as its CRM, through webhooks; chat and lead information is then sent to the systems that business chose. We may also disclose information when the law requires it.

Chat history is kept for as long as the business’s plan allows, then deleted automatically. Account information is kept while the account is open. When an account is closed, it can be restored for 30 days; after that the account and its chatbots, chats, leads and files are deleted. Billing records may be kept longer where the law requires.

• You can see and update your account details in the dashboard or the app.
• An account owner can delete the account at any time, from Settings on the website or More, Delete account in the app.
• You can turn off push notifications in the app, or in your phone’s settings, at any time.
• Depending on where you live, you may have the right to ask for a copy of your information, to correct it, or to have it deleted. Email us at [email protected]. Website visitors: please contact the business you chatted with, and we will help them.

Information is encrypted in transit. Passwords are stored as secure hashes, sensitive keys are encrypted, and access to customer data is limited to what running the service needs. No system is perfectly secure, but we work to protect your information and will tell affected customers promptly if something goes wrong.

BotMatrix is a service for businesses. It is not meant for children under 16, and we do not knowingly collect their information.

Our providers operate in the United States and other countries. When information moves between countries, we rely on our providers’ safeguards for international transfers.

If we change this policy we will update the date at the top, and tell customers about important changes by email or in the dashboard. Questions: [email protected].