Privacy Policy
Last updated: April 23, 2026
1. Introduction
Deskwoot ("we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our customer support platform ("Service"). By using the Service, you consent to the data practices described in this policy.
2. Information We Collect
We collect the following types of information: Account Information: When you register, we collect your name, email address, password, and organization details. Customer Data: Data you or your customers submit through the Service, including messages, contact information, notes, and conversation history. Usage Data: We automatically collect information about how you interact with the Service, including pages visited, features used, browser type, device information, IP address, and timestamps. Integration Data: When you connect third-party services (such as Shopify, Stripe, WhatsApp, or Slack), we receive data from those services as authorized by you, such as customer names, email addresses, phone numbers, order history, and payment information. Analytics Data: We use Google Analytics, Google Tag Manager, and PostHog to collect aggregated usage data to understand how visitors and authenticated users interact with the Service. This may include page views, clicks, session duration, traffic sources, device information, and general geographic location. PostHog is additionally used for session replay on authenticated dashboard surfaces only (see section 10). Cookies: We use essential cookies required for the Service to function. Analytics cookies are used only with your consent where required by applicable law.
3. How We Use Your Information
We use your information to: (a) provide, maintain, and improve the Service; (b) process transactions and send related information; (c) send you technical notices, updates, and support messages; (d) respond to your comments, questions, and requests; (e) monitor and analyze usage trends to improve user experience; (f) detect, investigate, and prevent fraudulent or unauthorized activities; (g) comply with legal obligations.
4. Data Sharing and Disclosure
We do not sell your personal data. We may share your information with: (a) service providers who assist us in operating the Service (hosting, email delivery, payment processing, analytics); (b) third-party integrations you explicitly connect (Shopify, Stripe, etc.); (c) law enforcement or regulatory authorities when required by law; (d) a successor entity in the event of a merger, acquisition, or sale of assets.
5. Data Storage and Security
Your data is stored on secure servers. We implement appropriate technical and organizational measures to protect your information against unauthorized access, alteration, disclosure, or destruction. However, no method of transmission over the Internet or electronic storage is 100% secure, and we cannot guarantee absolute security.
6. Data Retention
We retain your personal data for as long as your account is active or as needed to provide the Service. After account deletion, we will delete or anonymize your data within 90 days, unless retention is required by law. Conversation data and customer interactions are retained according to your account settings.
7. Your Rights (GDPR)
If you are located in the European Economic Area (EEA), you have the following rights under the General Data Protection Regulation (GDPR): Right of Access: You can request a copy of the personal data we hold about you. Right to Rectification: You can request correction of inaccurate or incomplete data. Right to Erasure: You can request deletion of your personal data. Right to Restrict Processing: You can request that we limit how we use your data. Right to Data Portability: You can request your data in a structured, machine-readable format. Right to Object: You can object to our processing of your data for certain purposes. Right to Withdraw Consent: Where processing is based on consent, you can withdraw it at any time. To exercise these rights, contact us at hello@deskwoot.com. We will respond within 30 days.
8. International Data Transfers
Your data may be transferred to and processed in countries outside the EEA. When this occurs, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses approved by the European Commission, to protect your data in accordance with applicable law.
9. Third-Party Services
The Service integrates with third-party platforms. When you connect an integration, data may flow between Deskwoot and the third-party service. Each third-party service has its own privacy policy, and we encourage you to review them. We are not responsible for the privacy practices of third-party services.
10. Analytics and Tracking
We use Google Analytics 4 (GA4) and Google Tag Manager to understand how visitors use our website and to improve the Service. Our GA4 property ID is G-EBYJ09M1YP. Google Analytics collects the following types of information: pages visited and navigation paths, time spent on pages and session duration, device type, operating system, and browser information, approximate geographic location (city/country level), referral sources and how you arrived at our website, and general interaction patterns. Google Analytics uses cookies to distinguish unique users and track sessions. This data is processed by Google LLC in accordance with their privacy policy, which you can review at https://policies.google.com/privacy. We do not use Google Analytics data to personally identify individual users. The data collected is used in aggregate to analyze trends, administer the site, and improve user experience. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on, available at https://tools.google.com/dlpage/gaoptout. Product analytics and session replay (PostHog): We use PostHog for product analytics, feature flags, error tracking, and session replay on authenticated dashboard surfaces (/app and /admin). Provider: PostHog Inc., 2261 Market Street #4008, San Francisco, CA 94114, USA. Data hosting: Your PostHog data is processed on EU servers (eu.i.posthog.com, hosted on Google Cloud in Frankfurt, Germany). Access by PostHog personnel based in the USA may nonetheless occur for support and operations. We rely on the EU Commission's Standard Contractual Clauses (SCCs) together with PostHog's Data Processing Addendum as the legal basis for this transfer. Data collected: Page views, clicks, feature interactions, custom product events (such as signup, subscription changes, inbox connected), device and browser information, approximate geographic location, and, on authenticated dashboard surfaces only, session recordings (mouse movement, clicks, scroll position, page navigation). Form inputs and password fields are masked by default. We actively mask any element marked with the attribute data-ph-mask. Session replay is disabled on all public marketing pages. Purpose: Understanding how our product is used, improving the user experience, debugging issues reported by customers, measuring the impact of new features, and detecting errors. Legal basis: Your consent under Art. 6 (1) lit. a GDPR, given via our cookie banner. Outside the EU/EEA, UK, and Switzerland, analytics is enabled by default as permitted under local law (e.g. CCPA opt-out model). Retention: Up to 7 years by default, in line with PostHog's platform retention. You may request earlier deletion at any time. How to opt out: Click "Essential only" in the cookie banner, or revoke analytics consent at any time through the cookie preferences link in our footer. Signed-in customers of our agents can additionally request deletion of their session recordings via hello@deskwoot.com. PostHog also honors the Do Not Track browser signal. More information: https://posthog.com/privacy
11. Children's Privacy
The Service is not intended for children under the age of 16. We do not knowingly collect personal data from children. If we become aware that we have collected data from a child under 16, we will take steps to delete that information promptly.
12. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on the Service with a new "Last updated" date. We encourage you to review this policy periodically.
13. Contact Us
If you have any questions about this Privacy Policy or our data practices, please contact us at: Email: hello@deskwoot.com Address: Neltacore, LLC, 1908 Thomes Avenue, Cheyenne, WY 82001, USA