Privacy Policy

1. Scope and roles

This Privacy Policy applies to LumiTalk websites, contact forms, demonstrations, appointment scheduling, and services that link to this policy. It does not replace a customer’s own privacy notice, consent language, or industry-specific obligations.

For information collected directly through this website or during a sales relationship, LumiTalk determines why and how the information is used. When a customer configures LumiTalk to handle conversations, records, or workflow actions on its behalf, that customer generally determines the business purpose and permitted scope. In that setting, LumiTalk processes the information under the customer’s instructions and the applicable contract.

2. Privacy at a glance

• We collect the information you choose to submit and ordinary website-use data.
• Demo scheduling may require your name, work email, phone number, company, notes, and selected time.
• We use information to respond, schedule, operate, secure, support, and improve LumiTalk.
• We disclose information to operational providers and customer-selected integrations, not as a public directory.
• Customer service data is handled according to the customer’s configuration and contract.
• You may contact us about access, correction, deletion, or communication preferences.

3. Information we collect

The public website does not currently collect payment-card details. A signed Order Form or a separate billing provider may govern payment information for paid services.

4. Sources of information

We obtain information from:

• you, when you browse, submit a form, schedule a demo, call, email, or meet with us;
• your organization, if it asks us to provide or evaluate services;
• LumiTalk customers and their authorized users;
• customer-selected calendars, CRMs, help desks, commerce systems, communications platforms, and other integrations;
• service providers that support hosting, security, analytics, communications, and scheduling; and
• public or business sources when reasonably necessary to respond to a business inquiry.

5. How we use information

• Provide, configure, operate, maintain, support, and secure the website and services.
• Respond to inquiries, schedule demonstrations, and manage a business relationship.
• Authenticate users, apply permissions, keep audit records, and prevent fraud or abuse.
• Carry out customer-authorized workflows and communicate with customer-selected systems.
• Diagnose errors, measure performance, understand website use, and improve user experience.
• Enforce agreements, protect rights and safety, and comply with legal obligations.
• Send requested or consented operational and business communications.

We do not use customer service data to make independent medical, legal, credit, employment, housing, insurance, or other consequential decisions. Customers are responsible for defining permitted actions and maintaining appropriate human review.

6. How we disclose information

We may disclose information to:

• hosting, infrastructure, communications, security, analytics, scheduling, and support providers;
• customer-selected integrations when an authorized workflow requires the connection;
• professional advisers and auditors subject to appropriate confidentiality duties;
• a buyer, investor, lender, or successor in connection with a proposed or completed corporate transaction; and
• government authorities or other parties when required by law or reasonably necessary to protect rights, security, safety, or the integrity of the services.

LumiTalk does not use contact or demo-booking information for sale to data brokers. Website usage data may be disclosed to analytics and security providers for the purposes described here. If applicable law treats a configured disclosure as a sale, sharing, or targeted advertising, you may submit an opt-out request through our contact page.

7. Website tools and analytics

Depending on which site features are enabled, LumiTalk uses:

• Google Analytics to measure page views, navigation, campaign attribution, and selected interactions on the production website;
• Microsoft Clarity to capture aggregated session activity, heatmaps, and interaction quality that help us improve usability;
• Crazy Egg to record heatmaps, scroll maps, and session activity on the production website so we can see how pages are used and improve them;
• Meta (Facebook) Pixel to measure advertising performance and build retargeting audiences for LumiTalk campaigns;
• Leadsy and RB2B, business visitor-identification tools that may associate website activity with business contact details (including a business email) for B2B marketing and outreach;
• Cloudflare Turnstile to distinguish legitimate contact submissions from automated abuse;
• SendGrid to deliver contact-form messages privately to LumiTalk recipients; and
• Google Calendar and Google Meet to show availability, schedule demonstrations, and create invitations and meeting links.

These providers may receive online identifiers, device information, and the information necessary to perform their services. Their own terms and privacy notices also apply to their independent processing.

When you visit our website, cookies and similar technologies may be used by our online data partners or vendors to associate these activities with other personal information they or others have about you, including by association with your email. We (or service providers on our behalf) may then send communications and marketing to these email addresses. You may opt out of receiving this advertising by visiting https://app.retention.com/optout.

Optional analytics is blocked until you accept it through LumiTalk’s cookie controls. You may withdraw that permission from Cookie settings at any time. When the site detects an enabled Global Privacy Control signal, it keeps optional analytics off. Browser “Do Not Track” signals are not standardized and may not produce a separate response. See the Cookie Policy for the current inventory, purposes, durations, and additional controls.

8. Customer service data and AI

Customer-configured services may process voice, chat, SMS, email, avatar interactions, records from connected systems, and the actions taken during a workflow. The exact data depends on the customer’s channels, permissions, instructions, and integrations.

Customers must provide appropriate notices, obtain required permissions, limit collection to what is needed, establish retention and escalation rules, and determine whether a workflow is suitable for regulated or sensitive information. A public privacy policy is not a substitute for a Data Processing Addendum, Business Associate Agreement, recording notice, or other use-case-specific document.

9. Google user data and Limited Use

A LumiTalk customer may connect their own Google account so that LumiTalk can operate their support mailbox. Connecting is optional, is initiated by the customer, and is done through Google’s standard OAuth consent screen, which names the access being requested before anything is granted.

What we access.With the customer’s consent we request the Gmail scope https://mail.google.com/. LumiTalk connects to Gmail over IMAP and SMTP rather than the Gmail REST API, and Google authorises IMAP and SMTP access only through this scope; the narrower Gmail API scopes are not accepted for that connection. It is therefore the narrowest permission under which the email channel can operate. Where a customer connects Google Calendar or Google Meet for scheduling, those integrations use separate credentials and request only calendar access.

How we use it.We read unread messages in the connected mailbox in order to classify each enquiry and prepare a response, and we send replies from the customer’s own address so that the conversation threads correctly for the person who wrote in. Messages are marked as read once processed. LumiTalk does not delete or permanently remove mail from a connected mailbox, and does not use the connection to reach any other Google service.

How we share it. Message content may be processed by our artificial intelligence providers, acting as service providers under contract, for the sole purpose of classifying the enquiry and drafting a reply. Support agents at the connected business may read messages in the LumiTalk inbox in order to answer them. We do not sell Google user data, do not use it for advertising, do not transfer it to data brokers or information resellers, and do not use it to develop, improve, or train generalised artificial intelligence or machine learning models.

How long we keep it. Message content and the associated OAuth tokens are retained only while the mailbox remains connected and for the limited period described in the Retention section. A customer may disconnect the mailbox at any time from the LumiTalk integration settings, or revoke access directly at myaccount.google.com/permissions. On disconnection the stored credential is invalidated and no further access occurs.

Limited Use.LumiTalk’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

10. Email, SMS, and calls

If you request a demonstration or consent to follow-up, LumiTalk may contact you about that request by email, telephone, or SMS. Message and data rates may apply. You may reply STOP to an SMS to opt out of further texts and may ask us to stop non-essential email. Service-related or legally required messages may continue when permitted.

A LumiTalk customer that uses the service to call, message, or record conversations is responsible for its campaign rules, consent, identification, quiet hours, recording disclosures, opt-out handling, and other legal requirements. LumiTalk may support those controls but does not replace the customer’s compliance review.

11. Retention

We retain information only for as long as reasonably necessary for the purpose for which it was collected, the customer’s instructions, security and backup needs, dispute resolution, contractual commitments, and legal obligations. Retention therefore varies by data type and service configuration. When information is no longer required, we take reasonable steps to delete, de-identify, or securely isolate it, subject to lawful backup and recordkeeping requirements.

12. Security

LumiTalk uses administrative, technical, and organizational safeguards designed for the nature of the information and services involved. Safeguards may include access controls, credential protections, encrypted transmission, logging, and vendor review. No system, transmission, or storage method is completely secure, and this policy does not create a guarantee against every incident.

13. Your rights and choices

Depending on where you live and whether a law applies to LumiTalk, you may have rights to know, access, correct, delete, or obtain a copy of personal information; object to or restrict certain processing; opt out of certain sale, sharing, or targeted advertising; or appeal a decision about a request. You will not be discriminated against for making a legally protected request.

Submit a request through our contact page. Describe the request and the email address or relationship involved. We may need to verify your identity and authority before acting. An authorized agent may submit a request where permitted, but we may require proof of authorization. If LumiTalk handled the information solely for a customer, contact that customer first; we will assist the customer as required by our contract and applicable law.

14. International transfers

LumiTalk and its providers may process information in the United States and other countries. Privacy and data-protection laws may differ across those locations. Where required, the parties will use contractual or other recognized safeguards for transfers.

15. Children

LumiTalk is a business service and is not directed to children. We do not knowingly collect personal information directly from children under 13 through this website. If you believe a child submitted information directly to us, please contact us so we can review and take appropriate action.

16. Changes and contact

We may revise this policy to reflect product, vendor, or legal changes. We will post the updated version with a new effective date and provide additional notice when required. Questions, privacy requests, and concerns may be submitted through the LumiTalk contact page.