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This Privacy Policy explains how EngageIM processes personal information when you visit our websites, create or use an EngageIM account, communicate with us, or otherwise interact with services that link to this Policy.
It also explains the choices and rights available to you. “Personal information” means information that identifies, relates to or can reasonably be linked with an individual. Local law may use terms such as “personal data”.
EngageIM customers decide why and how to process the conversations, contacts and other data they submit to their workspaces. For that Customer Data, the customer is generally the controller or business and EngageIM acts as its processor or service provider. If you are an end user of one of our customers, contact that customer first to exercise rights concerning your conversation data.
1. Scope and our roles
This Policy applies to EngageIM websites, account administration, product usage, sales, support and marketing activities. It does not apply to third-party websites or services that have their own privacy policies.
The EngageIM entity identified in your order form, invoice or account information is responsible for personal information we process as a controller. Where we process Customer Data on a customer’s documented instructions, our Data Processing Addendum and the customer’s privacy notice govern that processing.
2. Information we collect
We collect information you provide, information generated through use of the Services and information from authorized partners or public sources.
- Account and profile data, such as name, work email, telephone number, organization, role, credentials and preferences.
- Commercial and billing data, such as plan, order, invoice, payment status, transaction identifiers and billing contact. Payment card details are handled by our payment providers and are not stored in full by EngageIM.
- Customer Data, such as contacts, conversations, attachments, channel identifiers, workspace settings and integration data processed at a customer’s direction.
- Usage, device and log data, such as IP address, browser, device type, operating system, referring page, timestamps, feature interactions, diagnostics and security events.
- Support, feedback and research data, including messages, call notes, survey responses and files you choose to share.
- Cookie and similar technology data, including identifiers used for essential operation, preferences, analytics and, where permitted, marketing.
3. How we use personal information
We use personal information to provide, operate, maintain and secure the Services; authenticate users; process orders; administer accounts; deliver support; communicate service information; personalize settings; monitor performance; prevent fraud and abuse; comply with law; and establish, exercise or defend legal claims.
We also use information to analyze and improve features, understand demand, conduct research, and send product or marketing communications where permitted. You can opt out of marketing email at any time; essential account and service notices will continue.
4. Legal bases
Where applicable law requires a legal basis, we rely on performance of a contract, our legitimate interests, compliance with legal obligations, protection of vital interests, and consent. Our legitimate interests include operating and securing the Services, supporting customers, improving products and conducting responsible business-to-business marketing.
Where we rely on consent, you may withdraw it at any time without affecting prior processing. We consider and balance the potential impact on individuals before relying on legitimate interests.
5. Customer Data and AI features
We process Customer Data according to the customer’s configuration and documented instructions to deliver messaging, storage, search, translation, automation, AI-assisted replies, analytics and support. The customer determines which channels and AI features are enabled and is responsible for notices and permissions to end users.
We do not sell Customer Data or use customer message content to train general-purpose AI models unless the customer expressly opts in or separately agrees in writing. When an enabled feature uses a model provider, we share only the data reasonably needed to return the requested result and apply contractual and technical safeguards appropriate to that processing.
7. International data transfers
EngageIM and its service providers may process information in countries other than the country where it was collected. Those countries may have different data protection laws. Where required, we use recognized transfer mechanisms such as standard contractual clauses and apply supplementary safeguards.
Workspace region and hosting details may depend on the customer’s plan and configuration. Customers may contact us for information about transfer safeguards relevant to their account.
8. Data retention
We retain personal information for as long as reasonably needed to provide the Services, fulfill the purposes described here, comply with legal and accounting requirements, resolve disputes and enforce agreements. Retention depends on the type of data, account status, workspace settings, legal obligations and security needs.
Customer administrators may configure or request deletion of Customer Data, subject to plan capabilities and legal requirements. After account closure, data may remain for a limited period in backups and restricted records before secure deletion or anonymization.
9. Security
We use administrative, technical and organizational measures designed to protect personal information against unauthorized access, loss, misuse or alteration. Measures may include access controls, encryption in transit, logging, monitoring, secure development practices, vendor review and incident response procedures.
No service can guarantee absolute security. You should use a strong unique password, enable available authentication controls, restrict user permissions and notify us promptly if you suspect an account or data incident.
10. Your rights and choices
Depending on your location, you may have rights to access, correct, delete, restrict or object to processing of personal information; receive a portable copy; withdraw consent; opt out of certain targeted advertising, sale or sharing; and appeal a denied request. You may also complain to your local data protection authority.
To exercise a right regarding EngageIM account, website or marketing data, email [email protected]. We may verify your identity and authority before completing a request. Authorized agents must provide proof of authorization. If your request concerns data controlled by an EngageIM customer, we will direct you to that customer or assist it as required by law.
12. Children’s privacy
The Services are intended for businesses and are not directed to children under 16. We do not knowingly collect personal information from children for our own purposes. If you believe a child has provided personal information to EngageIM without appropriate authorization, contact us so we can investigate and take appropriate action.
13. Third-party services
Our websites and Services may link to or integrate with third-party services. Their privacy practices are governed by their own notices, not this Policy. Customers should review a third party’s terms and privacy practices before connecting it to EngageIM.
14. Updates to this Policy
We may update this Policy to reflect changes in our practices, technology or legal obligations. We will post the revised version, update the date above and provide additional notice for material changes when required. Previous versions may be requested from us.
15. Contact us
For privacy questions, requests or complaints, email [email protected] and include “Privacy Request” in the subject line. Please do not send passwords, payment credentials or sensitive message content by email.
This English version and the Simplified Chinese translation are provided for convenience. If the versions conflict, the English version controls unless applicable law requires otherwise.
Questions about these terms?
Contact our support team and we will route your request to the right owner.