The business you contacted controls how it uses your support conversation and customer record. Please contact that business first if you want to access, correct, or delete information held in its HelpRev workspace. We assist our customers with verified requests as required by law.
1. Scope and who we are
HelpRev (HelpRev, we, us, or our) is a product of its holding company, Plentisoft Sdn Bhd. This Privacy Policy applies to the HelpRev website, applications, customer-support workspace, customer-intelligence features, public help surfaces, widgets, and related services that link to this policy (collectively, the Service).
This policy covers personal data about:
- people who visit our website or request information;
- workspace owners, administrators, members, and invited users;
- people who contact HelpRev for support or business purposes;
- customers and other individuals whose messages or records are processed in a HelpRev customer’s workspace; and
- people who use a HelpRev-powered help center, widget, survey, or other public surface.
This policy does not govern a third party’s own website, product, or privacy practices.
2. Our privacy roles
When HelpRev acts for a customer
A business using HelpRev generally decides why and how to process the support conversations, customer records, knowledge, feedback, and related information in its workspace. For that data, the business is typically the controller or equivalent business, and HelpRev acts as its processor or service provider.
We process that data according to the customer’s instructions, the agreement governing the workspace, and applicable law. Workspace administrators control membership, access, integrations, notification destinations, publishing, and other settings.
When HelpRev acts for itself
HelpRev acts as a controller or equivalent business for account registration, billing administration, our website, direct support, service security, fraud prevention, product administration, and our own business communications.
If you communicate with a HelpRev customer and have a question about that customer’s use of your data, please contact the customer directly. If you contact us, we may refer your request to the relevant customer.
3. Personal data we collect
Account and workspace data
- Name, work email address, profile image, password credential or authentication identifier, and sign-in method.
- Workspace name, membership, role, team, invitations, permissions, and administrative settings.
- Products, inboxes, domains, aliases, routing rules, tags, notification rules, and other workspace configuration.
Customer conversations and records
- Email addresses, names, message headers, recipients, subject lines, message bodies, signatures, quoted text, timestamps, delivery state, and attachments.
- Conversation status, assignee, internal notes, tags, categories, product areas, sentiment, urgency, intent, and leave-risk indicators.
- Customer identity, company, plan or commercial context, conversation history, durable memory, predictions, recommendations, and next actions.
- Selected fields returned by customer-configured lookup services.
Knowledge, feedback, and public interactions
- Knowledge articles, drafts, categories, visibility, publication state, sources, and review history.
- Survey responses, satisfaction or NPS feedback, comments, and follow-up state.
- Widget questions, contact details, conversation continuation data, consent choices, and technical information needed to operate the widget.
AI-assisted content
- Prompts, instructions, source material, model configuration, generated drafts, summaries, classifications, recommendations, and user edits or approvals.
- Usage information associated with AI operations, such as operation type, credits or tokens used, timestamps, and error state.
Integration and technical data
- Connected-service identifiers, configuration, scopes, delivery destinations, connection status, and authentication or verification records.
- Domain and email-delivery events, suppressions, forwarding state, reply aliases, provider health, and troubleshooting information.
- API, connector, webhook, customer-lookup, and own-key configuration. Secret values may be stored in protected form and may not be shown again after entry.
Billing and transaction data
- Plan, subscription status, billing period, purchase history, invoice details, tax information, and transaction identifiers.
- Payment card data is normally collected and processed by a payment provider rather than stored directly by HelpRev.
Usage, device, and log data
- IP address, browser and device type, operating system, language, approximate location derived from IP, pages or screens viewed, feature interactions, referring page, timestamps, and diagnostic logs.
- Security and audit data such as sign-in events, administrative actions, actor, target, time, before-and-after context, source address, and browser details where available.
Communications with us
We collect the content of messages, support requests, feedback, meeting notes, and other information you choose to provide when you communicate with us.
4. Where personal data comes from
We collect personal data:
- directly from you when you create an account, configure the Service, contact us, or submit information;
- from the organization that invites you to or administers a HelpRev workspace;
- from customer communications forwarded or connected to the Service;
- from services a HelpRev customer chooses to connect, including identity, email, customer-lookup, AI, notification, and payment providers;
- automatically from browsers, devices, servers, and security or analytics technologies; and
- from public sources or business partners where lawful.
5. How we use personal data
Depending on our role and the context, we use personal data to:
- create, authenticate, and administer accounts and workspaces;
- receive, organize, display, search, route, and send customer communications;
- provide customer context, collaboration, knowledge, surveys, alerts, reports, roadmap workflows, and other requested features;
- generate AI-assisted drafts, classifications, summaries, recommendations, predictions, and evidence-linked insights;
- operate connected services and deliver customer-configured notifications;
- process subscriptions, usage allowances, transactions, and account administration;
- provide support, troubleshoot problems, and communicate about the Service;
- protect accounts, detect abuse and fraud, enforce terms, maintain audit history, and investigate security incidents;
- monitor performance, understand feature use, and improve usability, reliability, and safety;
- comply with law, legal process, and valid governmental requests; and
- send product, service, or marketing communications consistent with your choices and applicable law.
When we process personal data for a HelpRev customer, we use it to provide the Service and follow that customer’s documented instructions.
6. AI processing
HelpRev uses AI-assisted systems to help customers understand and respond to customer conversations. Depending on the feature and workspace configuration, relevant Customer Data may be sent to a managed AI provider or a provider selected by the customer through its own key.
AI processing may include conversation content, customer context, product instructions, approved knowledge, user prompts, and prior messages needed to perform the requested operation. HelpRev may store the resulting Output and related operational metadata in the customer’s workspace.
AI Outputs may be incomplete or incorrect. Replies remain drafts until a person reviews and sends them. Predictions and recommendations are evidence-linked decision support and are not guarantees.
If a customer connects its own AI-provider key, that provider may process data under its agreement with the customer. The customer is responsible for reviewing the provider’s terms, privacy practices, regional processing, and retention settings.
7. Legal bases for processing
Where applicable law requires a legal basis, we rely on one or more of the following:
- Contract: processing necessary to provide the Service, administer an account, or take steps requested before entering a contract.
- Legitimate interests: operating, securing, supporting, and improving the Service; communicating with business users; and preventing fraud or abuse, where those interests are not overridden by individual rights.
- Consent: where we ask for consent, such as for certain cookies, communications, or optional processing.
- Legal obligation: processing needed to comply with law, accounting requirements, legal process, or valid authority requests.
When HelpRev acts as a processor, the relevant customer determines the legal basis for its processing.
9. Customer-directed integrations and disclosures
HelpRev customers can choose where information goes. For example, a customer may configure email recipients, supported chat destinations, custom notifications, external assistants, customer lookup, or its own AI-provider account.
When a customer enables one of these features, HelpRev processes and discloses data according to that customer’s instruction. The receiving service’s privacy policy and the customer’s agreement with that service govern what happens after the data is received.
Customers should test destinations, limit recipients, choose appropriate scopes, protect secret values, and avoid sending data to a service they are not authorized to use.
10. International data transfers
HelpRev and its service providers may process personal data in countries other than the country where it was collected. Those countries may have different data-protection laws.
Where required, we use recognized safeguards for international transfers, such as contractual protections, transfer assessments, consent, or another lawful transfer mechanism. A customer’s choice of integration or own-key provider may also determine where that provider processes data.
11. Data retention
We retain personal data for as long as reasonably necessary to provide the Service, maintain the relevant workspace or account, comply with legal obligations, resolve disputes, enforce agreements, prevent abuse, and maintain security and audit records.
Retention depends on the type of data, the customer’s configuration and instructions, the subscription state, legal requirements, operational need, and backup cycles. Customers may retain conversation history and knowledge for their own business records.
After a workspace or subscription ends, Customer Data may remain for a limited period before deletion from active systems and may persist longer in protected backups until those backups cycle out. Some information may be retained where required by law or necessary for security, fraud prevention, billing, or legal claims.
12. Security
We use reasonable administrative, technical, and organizational measures designed to protect personal data against unauthorized access, loss, misuse, alteration, or disclosure. Measures may include access controls, authentication, encryption where appropriate, audit records, restricted secret display, monitoring, backups, and provider review.
No method of transmission or storage is completely secure. Customers are responsible for choosing appropriate administrators, protecting credentials, configuring integrations safely, controlling forwarded mail and public content, and promptly reporting suspected incidents.
Security concerns may be reported to hello@helprev.ai. Please do not include unnecessary personal or confidential data in an initial report.
13. Cookies and analytics
HelpRev may use cookies, local storage, and similar technologies to keep you signed in, remember preferences, maintain security, operate requested features, understand performance, and improve the website and Service.
These technologies may collect identifiers, device and browser data, referring pages, pages or screens viewed, feature interactions, and timestamps. Where required by law, optional analytics or marketing technologies will be used only after an appropriate choice or consent.
You can control cookies through your browser and any consent controls we provide. Blocking necessary storage may prevent sign-in or other parts of the Service from working correctly.
14. Your choices and privacy rights
Depending on your location and the context, you may have rights to:
- request access to or a copy of personal data;
- request correction of inaccurate or incomplete data;
- request deletion of personal data;
- object to or restrict certain processing;
- withdraw consent where processing relies on consent;
- request portability of certain data; and
- complain to an applicable data-protection authority.
Workspace members may be able to update some profile information in the Service. For other requests, contact hello@helprev.ai. We may need to verify your identity and authority before completing a request.
If your data is in a HelpRev customer’s workspace, contact that customer first. We will assist the customer with its response as required by law and our agreement.
Rights may be subject to exceptions. We may retain information where law permits or requires it, including for security, fraud prevention, records, disputes, and legal claims.
15. Marketing and service communications
We may send administrative communications about an account, security, billing, support, material Service changes, and other operational matters. These are not marketing messages and may be necessary to provide the Service.
We may send product updates, offers, or other marketing communications where permitted by law. You can unsubscribe using the link in the message or contact us. Unsubscribing from marketing does not stop necessary service communications.
16. Children’s privacy
The Service is designed for businesses and is not directed to children under 18. We do not knowingly collect personal data directly from children for their own use of HelpRev. If you believe a child has provided personal data to us inappropriately, contact us so we can investigate and take appropriate action.
17. Third-party websites and services
The Service may link to or interoperate with third-party websites and services. Their privacy practices are governed by their own policies. We encourage customers and users to review those policies before enabling an integration, following an external link, or submitting information.
18. Changes to this policy
We may update this Privacy Policy to reflect changes in the Service, law, technology, or our practices. We will post the updated policy and change the date above. If a change materially affects privacy rights, we will provide additional notice where required by law.