Privacy Policy
Last updated: 14 April 2026
Your Digital Office Pty Ltd ("we", "us", "our") operates the Support Handoff bot and related chatbot services. This policy explains how we collect, use, and protect information when you interact with our services, including the Microsoft Teams bot integration.
1. Information We Collect
When you use our chatbot or Support Handoff bot, we may collect:
- Conversation data — messages exchanged during chat sessions to provide support and improve our services.
- Contact details — name, email address, and phone number if you voluntarily provide them during a callback request or booking.
- Usage data — session identifiers, timestamps, and interaction events (e.g. button clicks) for analytics.
- Microsoft Teams data — your Teams display name and user ID when interacting with the Support Handoff bot in a Teams channel.
2. How We Use Your Information
- To provide and operate our chatbot and human handoff services.
- To connect you with a support agent when requested.
- To process appointment bookings and callback requests.
- To improve our services through aggregated analytics.
- To synchronise lead data with our clients' CRM systems (e.g. Salesforce) as configured.
3. Data Sharing
We do not sell your personal information. We may share data with:
- Our clients — the business whose chatbot you are interacting with, as they are the data controller for their customer interactions.
- Service providers — third-party platforms we use to operate our services (OpenAI for AI responses, Pinecone for knowledge search, Cal.com for bookings, Microsoft Azure for Teams integration).
- Legal requirements — if required by law or to protect our rights.
4. Data Storage and Security
Data is stored on secure cloud infrastructure (Railway, Supabase, Redis). Sensitive credentials are encrypted using AES-256-GCM. We implement reasonable technical and organisational measures to protect your information, including HTTPS encryption in transit.
5. Data Retention
- Chat session data is retained for up to 12 months for service improvement and client reporting.
- Lead and contact data is retained until deleted by the client or upon request.
- Session state data (Redis) expires automatically within 24 hours.
6. Your Rights
You may request access to, correction of, or deletion of your personal data by contacting the business whose chatbot you interacted with, or by emailing us directly.
7. Cookies
Our chatbot widget uses localStorage and sessionStorage for session management. We do not use third-party tracking cookies.
8. Changes to This Policy
We may update this policy from time to time. Changes will be posted on this page with an updated date.
9. Contact Us
If you have questions about this privacy policy, contact us at:
Your Digital Office Pty Ltd
Email: admin@yourdigitaloffice.com.au
Website: yourdigitaloffice.co