When you add AnswerKite to your website, the chat processes personal information of your visitors (their name, email address and the questions they type). You are responsible for this information and should describe it in your website’s privacy policy.
Important: AnswerKite runs on your own website. Your visitors’ conversations are stored in your website’s database and sent to the AI provider you configured (OpenAI) with your own API key. They are not sent to AnswerKite. If you use OpenAI, you may want to accept OpenAI’s Data Processing Addendum for your API account.
AI support chat
Our website offers an AI-powered support chat (AnswerKite). When you start a chat, we ask for your name and email address so that we can continue the conversation across pages and contact you if you send a support request. The questions you type and the chat’s answers are stored on our website.
To generate answers, your question and relevant parts of our website’s content are sent to our AI provider, OpenAI, L.L.C., USA. OpenAI processes this information on our behalf to create the answer; under its API terms, it does not use this information to train its models by default. [Transfers to the USA are covered by [the EU–U.S. Data Privacy Framework / Standard Contractual Clauses].]
If you use the “Contact support” form in the chat, your name, email address, message, optional order number and the chat transcript are sent to our support team by email.
We process this information to answer your questions and provide customer service (legal basis: our legitimate interest in efficient customer service, Art. 6(1)(f) GDPR, and, where your question relates to an order, the performance of a contract, Art. 6(1)(b) GDPR). Chat conversations are deleted automatically after [90] days without activity. The chat stores a session reference in your browser’s local storage so that the conversation continues while you browse our pages; you can remove it by clicking “New chat”.
Answers in the chat are generated automatically and can occasionally be inaccurate. For binding information about prices, orders or our policies, please refer to our website or contact us.
Tips
- Set the number of days in the text to the value under AI Chat ▸ Settings ▸ Delete conversations after (days).
- Link your privacy policy in the chat: AI Chat ▸ Settings ▸ Privacy note (the link to your privacy page is added automatically).
- Do not let the chat answer from pages with confidential information – exclude them under AI Chat ▸ Settings ▸ Exclude pages.