Privacy policy

Owner

Delegic

Email

hola@delegic.com

Website

delegic.com

If you write to us

We process your name, your email address, your company’s name and whatever you tell us in your message, in order to reply to you and, if you’re interested, set up a trial of the service. Legal basis: taking steps at your request before entering into a contract (Art. 6(1)(b) GDPR) and our legitimate interest in answering your inquiry (Art. 6(1)(f) GDPR).

If we wrote to you

To make the service known, we contact managers at field service companies. We process business data: name, job title, company and business email or phone number. We obtain it from publicly available sources: your company’s website, public registers and professional directories such as Apollo or Hunter. Legal basis: our legitimate interest in offering a service related to your professional activity (Art. 6(1)(f) GDPR). You can object at any time by replying to any of our emails or by writing to hola@delegic.com, and we will delete your data that same day.

If your company uses the Delegic platform

Delegic is a platform on which artificial intelligence agents receive the service requests that your company’s customers send by email, web chat, WhatsApp or phone, log them and prepare the work for your team. We process two types of data:

• About the people at your company who use the app (name, work email and photo, if they upload one), to give them access, keep the account secure and keep a record of who approves each change. Legal basis: the contract with your company (Art. 6(1)(b) GDPR) and our legitimate interest in the security of the service (Art. 6(1)(f) GDPR).
• About your company’s customers who appear in service requests (name, phone number, email, address and what they tell us about the problem). We process this data on behalf of your company, as a processor (Art. 28 GDPR), solely to provide the contracted service and in accordance with the data processing agreement we sign with your company.

If you send us cases from your company

If you decide to try the service and send us information from your company that contains personal data of your customers (for example, contacts from quotes or invoices), we act as a processor on behalf of your company. Before receiving anything, we sign a data processing agreement under Article 28 GDPR that sets out what the data is used for and when it is deleted.

Your company can connect a Gmail or Microsoft 365 mailbox to Delegic so that service requests arriving by email come in automatically. Only someone at your company can do this, by expressly granting permission on Google’s or Microsoft’s consent screen.

• What we read. The messages that arrive in the connected mailbox (sender, recipients, subject, body and attachments), to recognize service requests and log them on the platform.
• What we do in the mailbox. Only what your company turns on: replying to a service request from that mailbox, saving a draft or marking a message as read. We don’t delete messages.
• Where it is stored. On Amazon Web Services servers in the European Union (Ireland). It is always encrypted in transit.
• Who can see it. The people at your company with access to the app. No one at Delegic reads your messages, unless your company asks us to in order to provide support, or it is necessary for security reasons or to comply with the law.
• Artificial intelligence models. To understand each message, its content is sent to AI model providers that process it on our behalf, without storing it to train their models.
• What we don’t use it for. We don’t sell it, we don’t use it for advertising or to train general-purpose AI models, and we don’t share it with third parties except the providers that help us deliver the service, or when required by law.
• How long we keep it. For as long as the mailbox is connected and the contract with your company lasts. Once it is disconnected, we stop accessing it immediately; anything already stored is deleted when the contract ends, or earlier if your company asks.
• How to revoke permission. By disconnecting the mailbox in the app (Channels), or from your Google or Microsoft account.

Delegic'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.

For as long as the conversation or business relationship lasts and, afterwards, for the periods required by law to address any possible liability. If you object or ask us to delete your data, we delete it unless the law requires us to keep it. Data of contacts who don’t reply is deleted no later than 12 months after the last contact.

We don’t sell or share your data. To operate, we use the following providers, which process data on our behalf:

• Amazon Web Services, in the European Union (Ireland), which hosts the platform, its data and access to the app.
• Artificial intelligence model providers, which process the content of service requests in order to understand them.
• Microsoft 365, for company email and files.
• Google (email and Google Calendar), to send and receive messages and to book calls.
• Cloudflare, which hosts this website.
• Web3Forms, which forwards to us by email what you write in the website’s form.
• Umami, to count website visits in aggregate, without cookies or personal identifiers.
• Twenty, the tool in which we record business contacts.

Some of these providers may process data outside the European Economic Area. When they do, they rely on appropriate safeguards: the EU-U.S. Data Privacy Framework or standard contractual clauses approved by the European Commission.

You can request access to your data, its rectification or erasure, object to its processing, ask us to restrict it or request its portability. Write to us at hola@delegic.com, stating which right you want to exercise. We respond within one month.

If you believe we have not handled your request properly, you can file a complaint with the Spanish Data Protection Agency (aepd.es).