Privacy Policy

Personal information you disclose to us

We collect personal information that you voluntarily provide to us when you express an interest in obtaining information about us or our Services, when you participate in activities on the Services, or otherwise when you contact us.

The personal information we collect may include:

• names
• phone numbers
• email addresses
• mailing addresses
• job titles
• contact preferences
• company names

We do not process sensitive information. All personal information that you provide to us must be true, complete, and accurate, and you must notify us of any changes.

Information automatically collected

Some information — such as your IP address and/or browser and device characteristics — is collected automatically when you visit our Services. This does not reveal your specific identity but may include device and usage information, operating system, language preferences, referring URLs, and other technical information.

Log and Usage Data

Service-related, diagnostic, and performance information our servers automatically collect when you access or use our Services.

Device Data

Information about your computer, phone, tablet, or other device used to access the Services.

Location Data

Information about your device's location, which can be either precise or imprecise. You can opt out by refusing access or disabling Location on your device.

Information collected from other sources

We may obtain information about you from public databases, joint marketing partners, affiliate programs, data providers, and other third parties — for purposes of targeted advertising and event promotion.

We process your personal information for a variety of reasons, depending on how you interact with our Services, including:

• To deliver and facilitate delivery of services to the user.
• To respond to user inquiries and offer support.
• To send administrative information to you.
• To fulfil and manage your orders, payments, returns, and exchanges.
• To enable user-to-user communications.
• To send you marketing and promotional communications (you can opt out at any time).
• To deliver targeted advertising to you.
• To identify usage trends and improve our Services.
• To determine the effectiveness of our marketing and promotional campaigns.
• To save or protect an individual's vital interest, such as to prevent harm.

The GDPR and UK GDPR require us to explain the valid legal bases we rely on in order to process your personal information:

Consent

We may process your information if you have given us permission. You can withdraw your consent at any time.

Performance of a Contract

Where necessary to fulfil our contractual obligations to you, including providing our Services.

Legitimate Interests

Where reasonably necessary to achieve our legitimate business interests and those interests do not outweigh your rights and freedoms.

Legal Obligations

Where necessary for compliance with our legal obligations — cooperation with law enforcement, exercising legal rights, or defending claims.

Vital Interests

Where necessary to protect your vital interests or those of a third party — for example, potential threats to safety.

We may share your data with third-party vendors, service providers, contractors, or agents who perform services for us. We have contracts in place with them designed to safeguard your information.

The categories of third parties we may share personal information with are:

• Ad Networks
• Data Analytics Services
• Performance Monitoring Tools
• Retargeting Platforms
• Sales & Marketing Tools
• Social Networks

We also may need to share your information in the following situations:

Business Transfers

In connection with any merger, sale of company assets, financing, or acquisition of all or a portion of our business.

Affiliates

With our affiliates, who will be required to honour this privacy notice.

Business Partners

To offer you certain products, services, or promotions.

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information.

We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting, or other legal requirements).

No purpose in this notice will require us keeping your personal information for longer than 2 years. When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it, or, if not possible, securely store and isolate it from further processing until deletion is possible.

We have implemented appropriate and reasonable technical and organisational security measures. However, no electronic transmission or information storage technology can be guaranteed to be 100% secure. Transmission of personal information to and from our Services is at your own risk. You should only access the Services within a secure environment.

This section describes the Atender app for iPhone. It applies in addition to the rest of this notice. The app is used at work: an agent signs in with an account created by their employer, which is the organisation that holds the Atender subscription (the 'workspace'). That employer decides what is in its workspace and for how long; Atender AS processes that content on the employer's instructions, under the agreement between us.

What the app collects

Your account

Your name, email address and role in the workspace, so the app can sign you in and show who did what.

Conversation content in the workspace

The app displays the conversations your workspace already holds — the messages, calls, notes and attachments exchanged with your employer's customers, together with the contact details attached to them, such as name, email address and phone number. The app shows this content; it does not create a separate copy of it.

Device details for push notifications

If you turn on notifications, the app registers this iPhone with Atender: an Apple push token, the device name, the iOS version, the app version and an identifier for this installation. That is what lets an alert reach this phone rather than someone else's.

What you search for

When you search your workspace — for a snippet, a macro or a conversation — the words you type are sent to our servers to run the search. They are not kept as a search history. Our error and performance monitoring, which runs on Sentry as a processor on our instructions, now removes the text from the web addresses it records, so search words do not reach it through that route; in rare cases text can still reach it inside the detail of an error, and monitoring records made before September 2026 can hold search text until they age out. Any of it is used to fix the service, not to build a profile of you.

How you use the app

Some actions you take are recorded against your account so the product can work: using a snippet or a macro is written down with your user id, which is what builds your recent-snippets list and the usage reports your workspace administrators see. This is our own record — it is not sent to an analytics company.

Diagnostics

Requests the app makes to Atender are logged on the server for security and troubleshooting, and can include your account identifier, the device and the time. Crash reports are collected by Apple and shared with us only if you have enabled that in iOS Settings.

How it is used

Account and device information is used to sign you in, keep the session secure and deliver notifications you asked for. Records of how you use the app are used to power features such as your recent snippets and the usage reports your workspace sees, and to work out which parts of the product to improve. Conversation and contact content is used to show you your workspace so you can answer your employer's customers. Diagnostics, including anything that appears in error and performance monitoring, are used to keep the service running and secure. The app does not use any of this for advertising, and does not sell it.

Who it is shared with

Push notifications are delivered through Apple's Push Notification service, which means the alert text passes through Apple. Turning notifications off in iOS stops that. The workspace itself runs on the providers listed at atender.com/subprocessors — including Supabase for the database and file storage — each of which is bound by a written agreement to protect the data at least as strongly as this notice requires, to process it only on our instructions, and not to use it for their own purposes. We do not share app data with any party that offers weaker protection.

How long it is kept, and how it is deleted

Conversation and contact data belongs to your employer's workspace and is kept for as long as that workspace keeps it. The device record for notifications is kept until you turn notifications off, sign out, remove the device in the app, or delete the app — whichever happens first. To delete your own account, ask an administrator in your workspace, who can remove it; you can also write to hello@atender.com and we will act on the request together with your employer. When a workspace ends its subscription, its data is deleted or returned as set out in the agreement with that customer.

How to withdraw consent

You can turn notifications off at any time in iOS Settings or in the app, which stops the push token being used. You can sign out to end the session on this device, and you can delete the app. Where we rely on your consent for anything else, you can withdraw it by writing to hello@atender.com. Withdrawing consent does not affect processing that already took place lawfully, and does not by itself delete the workspace content your employer controls.

If you are a customer of a business that uses Atender and you want your data corrected or removed, contact that business. We will help them act on your request.

This section describes the Atender plugin, which a person can add to an AI assistant such as ChatGPT. It applies in addition to the rest of this notice. Atender AS is responsible for the plugin under this notice. The plugin does three things: it searches our published help articles, it searches the published description of our public API, and it estimates how many people a support team needs from numbers you give it. It cannot see or change anything in an Atender workspace. The company that provides your AI assistant handles your conversation with that assistant under its own privacy notice; this section covers only what reaches Atender. The plugin is made for business users of support teams. Its content is suitable for all ages.

The Atender plugin for Claude and ChatGPT is published by Atender AS and Atender Labs Málaga SL, companies of the Atender group.

What the plugin receives

Your question about Atender

When the assistant searches our help articles, it sends us search words. The assistant, not you, writes those words from your conversation, so they can contain something you typed. We store the words, the time, the articles that matched and a label that says the search came from the plugin. The record holds no name, no account, no network address and no identifier of you or of your assistant account.

Your question about the API

When the assistant searches our API description, the search words are used to run the search and are then discarded. They are not stored.

Your staffing numbers

The numbers you give for a staffing estimate, such as conversations per day and handling time, are used to calculate the answer and are then discarded. They are not stored.

Short-lived usage counters

To stop one caller from overloading the service, we count requests for one minute at a time. The count is kept against the network address the request came from — normally an address of your assistant's provider, not your own — and, where the provider sends one, against an anonymous identifier of your assistant account. We turn that identifier into a one-way hash before we count it, and we never store the original. These counters delete themselves after 60 seconds. We also count the total number of help searches per day, with no identifier at all.

Diagnostics

A request that fails or hangs is logged with its method, its address path and a request number. The log holds no search words and no network address. Our error and performance monitoring, which runs on Sentry as a processor on our instructions, removes the content of a plugin request before it records anything; in rare cases a few words can still reach it inside the text of an error that one of our providers returns. We also record the size and cost of each AI call, without its content.

The plugin asks only for the search words or the numbers. It does not ask for your name, your email address or your location, and it does not read the other details your assistant can send.

How it is used

Search words are used to find the help articles that answer the question. Stored search words, and how often a question is asked, are used to see which questions our help articles answer badly, so that we can improve the articles. The counters are used only to limit the number of requests. We rely on our legitimate interest in answering your question and in improving our help articles. None of this is used for advertising or to build a profile of you, and none of it is sold.

Who it is shared with

To find the right help articles, the search words are sent to two of the providers listed at atender.com/subprocessors: OpenAI, which turns the words into a form that can be compared with our articles, and Jina AI, which ranks the matching passages. Each is bound by a written agreement to process the data only on our instructions and not to use it for its own purposes. As that page shows, OpenAI processes the words in the United States and Jina AI in the EU. The API search and the staffing estimate run entirely on our own servers and send nothing to another company.

How long it is kept, and how it is deleted

The per-minute counters delete themselves after 60 seconds. The stored search words are kept in our search statistics for as long as we keep search statistics, and hold nothing that identifies you. Because of that we cannot find the searches of one person. If you believe a search contained personal information and you want it removed, write to hello@atender.com with the approximate time and the words, and we will delete it from our search statistics and, if it reached there, from our error monitoring.

Your choices

You can remove the plugin from your AI assistant at any time, which stops all requests to Atender. Keep personal and confidential information out of questions for the plugin; it does not need any.

By using the Services, you represent that you are at least 18, or that you are the parent or guardian of such a minor and consent to such minor dependent's use of the Services. This age limit applies to an Atender account. The plugin's functions that need no sign-in are open to all ages. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data. If you become aware of any data we may have collected from children under 18, please contact us at hello@atender.com.

These may include the right to: (i) request access and obtain a copy of your personal information; (ii) request rectification or erasure; (iii) restrict the processing of your personal information; and (iv) where applicable, to data portability. In certain circumstances, you may also have the right to object to the processing of your personal information.

If you are located in the EEA or UK and you believe we are unlawfully processing your personal information, you also have the right to complain to your local data protection supervisory authority.

Withdrawing consent

If we are relying on your consent, you have the right to withdraw at any time by contacting us. This will not affect processing already completed lawfully.

Opting out of marketing

You can unsubscribe at any time by clicking the unsubscribe link in our emails, or by contacting us.

Cookies and similar technologies

Most browsers accept cookies by default. You can usually choose to remove or reject them, though this may affect certain Services features.

If you have questions or comments about your privacy rights, you may email us at hello@atender.com.

Most web browsers and some mobile operating systems include a Do-Not-Track ('DNT') feature you can activate to signal your privacy preference not to have data about your online browsing activities monitored. At this stage, no uniform technology standard for recognising and implementing DNT signals has been finalised. As such, we do not currently respond to DNT browser signals. If a standard is adopted, we will inform you about that practice in a revised version of this privacy notice.

California Civil Code Section 1798.83 ('Shine The Light') permits California residents to request, once a year and free of charge, information about categories of personal information disclosed to third parties for direct marketing purposes, and the names and addresses of those third parties.

If you are under 18, reside in California, and have a registered account, you have the right to request removal of unwanted data that you publicly post on the Services. Contact us with the email address associated with your account and a statement that you reside in California.

The updated version will be indicated by a revised date and will be effective as soon as it is accessible. If we make material changes, we may notify you by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy notice frequently.

If you have questions or comments about this notice, email us at hello@atender.com.

Based on the applicable laws of your country, you may have the right to request access to the personal information we collect from you, change that information, or delete it. To request to review, update, or delete your personal information, contact us at hello@atender.com.