Privacy Policy​

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Introduction

This Privacy Notice explains how Livechat Integrations sp. z o.o. (“we”, “us” or “Provider”) collects, uses, and protects personal data in relation to the Video Calls functionality integrated with LiveChat. This feature enables real-time audio and video communication (including screen sharing) between users (e.g. Agents or Client representatives) and end-users via our widget. All processing of personal data is conducted in compliance with the EU General Data Protection Regulation (GDPR) and applicable laws. We use clear consent-based workflows – calls begin only after the user accepts an invitation – and we do not use personal data from Video Calls for any purposes beyond those described here (no profiling, no marketing use). This Notice is intended for publication on our website in clear and formal language, and it should be read alongside our Terms of Service and any relevant agreements. By using the Video Calls service, you acknowledge this Privacy Notice and, where required, consent to the data practices it describes.

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Data Controller Identity and Contact Details

The Data Controller for personal data processed through the Video Calls service is Livechat Integrations spółka z ograniczoną odpowiedzialnością, a Polish limited liability company. Our registered office is at ul. Hiacyntowa 14, 55-095 Mirków, Poland. Livechat Integrations sp. z o.o. is registered in the Polish National Court Register (KRS) under number 0001013695. You can contact us with any questions or requests regarding your personal data at contact@livechat-integrations.com. If you have specific inquiries about data protection or wish to exercise your rights (detailed below), please direct your request to this email or write to our postal address. We are the sole controller of data collected via Video Calls (no joint controllers or separate “technology partners” share that role). We have not appointed a Data Protection Officer, but we handle all data protection matters internally via the above contact.

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Scope and Purpose of Processing

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Scope

This Privacy Notice covers personal data processed when using the Video Calls feature on the LiveChat Integrations platform. It applies to all participants in a Video Call, including the Client’s authorized users (e.g. agents or employees using the service via their LiveChat account) and end-users or customers who join the call via the LiveChat widget. It addresses data collected during call setup, the live video/audio session, any screen-sharing, call recordings, and AI-generated summaries.

It does not cover other processing outside the Video Call service (which may be covered by our general Privacy Policy).

Purpose of Processing

We process personal data exclusively to provide and support the Video Calls service. The main purposes include:

• Enabling Real-Time Communication: To connect users via audio and video, transmitting live voice and video streams (and any screen share) between call participants. This allows our Clients (and their agents) to communicate with end-users in real time for support, consultation, or other legitimate service purposes. Processing your audio/video data is necessary to complete the interactive communication you have requested or agreed to.

• Call Initialisation and Management: To send call invitations and establish the connection through the widget. Calls are initiated only after a user (e.g. a customer) consents to join by accepting the invitation. We use minimal data (such as your LiveChat session ID or similar identifier) to route the invitation and connect the call. This ensures the call only starts with your agreement and connects you with the correct agent.

• Optional Call Recording: If participants consent to a recording, we process and store the audio-video recording of the call. Recording (when enabled) allows later review of the conversation for service quality, record-keeping, or any purpose clearly explained at the time of obtaining consent. Recording is optional and occurs only when the user and agent explicitly agree to it within the interface.

• AI-Generated Call Summaries: We provide an optional feature where an integrated Large Language Model (LLM) (an AI-based system) generates a summary of the call for the participants’ convenience. This summary is a concise text recap of the key points discussed. It is accessible only to the call participants (e.g. the user and the agent) within the chat/app interface and is not shared externally. The purpose is to help users quickly recall what was discussed or agreed upon during the call, improving the user experience. With your knowledge and consent, the summarisation happens automatically after or during the call (see “Use of AI for Summarisation” below for details). Importantly, this summary is not used for further analysis, profiling, or decision-making beyond simply providing the summary to you.

• Service Maintenance and Security: We may process some data to ensure the security and proper functioning of the Video Call service. For example, we might temporarily log technical information (such as IP addresses, device/browser type, connection quality metrics, and timestamps) to troubleshoot connection issues, prevent fraud or abuse (e.g. detect unauthorised access or malicious usage), and maintain the integrity of our platform. These actions are necessary to provide all users a stable and secure service environment.

We do not process personal data from Video Calls for any purposes incompatible with the above. In particular, we do not use call data for marketing or advertising or engage in automated decision-making or profiling that produces legal or significant effects on you. All processing is confined to delivering the Video Call functionality and related user-requested features.

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Legal Basis for Processing

We ensure that each instance of personal data processing in the Video Calls feature has a valid legal basis under the GDPR. Depending on the context, one or more of the following legal grounds apply:

• Consent (Article 6(1)(a) GDPR): Your personal data may be processed based on your consent. This is particularly the case for starting a video call and for certain optional features: for example, when you click “Accept” to join a Video Call, you consent to process your video and audio streams for the call’s duration. Likewise, if the call will be recorded, we will explicitly ask for your consent before recording begins, in compliance with applicable laws. The same applies to the AI summarization feature – by participating in a call with summarisation enabled, you consent to our use of an AI tool to process the call content in order to generate the summary. We will not record calls or generate AI summaries unless you (and the other participant) have agreed, as the service is designed to be consent-based at each step. You have the right to withdraw consent at any time (see “User Rights” below), which will prevent or stop the relevant processing for the future. (Note: withdrawing consent does not retroactively undo processing that has already occurred while consent was in effect, but we will cease the ongoing or future processing in question.)

• Contractual Necessity (Article 6(1)(b) GDPR): In many cases, processing of personal data through the Video Call feature is necessary for the performance of a contract. If you are a Client or an authorized User (such as an agent) using the service under our agreement with your organization, the processing of your personal data (e.g. your account data, and the communications with your customers) is done to fulfill our contractual obligations to provide the Video Call service. For end-users or consumers who join a call, processing their data is often also necessary to provide them with the service they requested (e.g. to have a video conversation with the agent for support) – essentially a service that they initiate by consenting to the call. In these situations, even aside from consent, the data processing is justified because it is needed to deliver the communication service you have asked for.

• Legitimate Interests (Article 6(1)(f) GDPR): We may process certain limited personal data under our legitimate interests, provided such processing is not overridden by your data protection rights. For instance, our legitimate interest in maintaining a secure and reliable service allows us to process technical information (like IP address, device info, and logs) to prevent misuse and to ensure the quality of the connection. We only rely on this basis for non-intrusive, necessary processing that you would reasonably expect as part of using the service (e.g. security logging or storing a summary for your later reference), and we always consider your rights and freedoms. If we ever rely on legitimate interests for any processing related to Video Calls beyond what’s described, we will make sure to inform you and to allow you the right to object. (At present, the primary bases remain consent and contract; legitimate interest is used sparingly, mainly for security and maintenance operations.)

• Legal Obligations (Article 6(1)(c) GDPR): In rare cases, we might need to process or retain certain data to comply with a legal obligation. For example, if law enforcement or regulatory authorities lawfully require access to certain call data, or if we are required by law to retain certain records for a period (e.g. for tax or accounting purposes related to billing of the service), we will process that data as necessary to comply. We will always ensure such requests are valid and only disclose what is required by law.

Special Category Data: We do not intentionally collect any special categories of personal data (such as health information, biometric identifiers, etc.) through the Video Calls. The service is intended for general business/customer service communications. We ask users not to share sensitive personal information during calls unless it is truly necessary. If during a call you voluntarily disclose any sensitive data (for example, information about health, racial/ethnic origin, etc.), that information may be processed as part of the call content. In such cases, the legal basis for processing such sensitive data is typically your explicit consent (Article 9(2)(a) GDPR) – by choosing to share that information in the call, you consent to us processing it for the purpose of the call and summary. We will treat any such information with extra care and confidentiality.

In summary, our processing for Video Calls is grounded in consent and contractual necessity, with legitimate interests playing a minimal role and no processing beyond what users would expect from a video communication service. We do not engage in any wholly automated decisions about you that have legal or similarly significant effects (Article 22 GDPR does not apply here, as our AI summary feature does not produce decisions or profiles about you – it only generates a neutral summary for your convenience).

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Categories of Personal Data Processed

When you use the Video Calls feature, we may collect and process the following categories of personal data:

• Identification and Contact Data: If you are a registered user (Client’s agent or representative), this includes your account details such as name, username or ID, email address, and any profile information needed to use LiveChat Integrations services. For end-users invited to a call, this may include your name or nickname as provided in the chat or call invitation context. We generally do not require end-users to provide additional contact information specifically for joining a call (the invite is handled via the chat session). However, if an invite is sent via a link or email/SMS (in certain integration scenarios), we would process the necessary contact detail (e.g. email address or phone number) to deliver that invitation.

• Video and Audio Data: During a call, we process live video and audio streams of participants. This means we capture your image (from your device’s camera) and voice (from your microphone) and transmit them to the other call participant in real time. We do not permanently store this live media unless you have opted to record the call (see “Call Recording” below). Video/Audio data inherently may include personal information such as your appearance, surroundings visible in your camera view, and any personal information you speak during the call. For example, if during the conversation you share your address, that spoken information is part of the audio data we process (and possibly included in a summary or recording if those features are used).

• Screen Sharing Data: If you choose to use the screen-sharing feature, the contents of your shared screen or application window are captured and transmitted to the other participant. This can include any information visible on your screen (e.g. documents, browser windows, etc.). We treat screen share content with the same level of confidentiality as the rest of the call. Like video, it is only relayed to the call participant and not stored, unless a recording is in effect. Please be mindful of what you share on your screen, as it may contain personal or confidential data; only share what is necessary for the support session.

• Call Content Summary: If the AI summarization feature is enabled, an automated transcript or summary text of the call content is generated. This summary constitutes personal data insofar as it contains information about individuals (e.g. “Customer asked about refund policy for product X”). The summary is stored in our system for the participants to view, and it will inherently include any personal details that were discussed and deemed relevant in the summary. However, it is not a verbatim transcript — it’s a condensed overview. The generation of this summary may involve intermediate processing, such as speech-to-text transcription of your conversation (handled by our AI tools) and analysis to produce the final summary. We do not use the transcript or summary for any additional purposes beyond delivering it to you and the other party.

• Call Recording (Audio/Video): If a call is recorded with consent, we will capture the full audio and video of the session and store it as a media file. This recording contains everything that was said or shown during the call (audio, video, and screen shares, if any). It may also capture incidental data (for example, if someone else walks into your camera view or other background sounds). Recorded files are stored securely and are only accessible to authorized users (typically, the call participants and system administrators when necessary).

• Metadata and Technical Data: We collect certain metadata about the call and your usage of the service, such as: the date and time the call started and ended, its duration, the invite details (who initiated the call, and who accepted), and whether features like recording or screen share were used. We also handle technical data needed to establish and maintain the call connection: for example, IP addresses and port numbers (to facilitate the peer-to-peer connection or via our servers), device and browser information (to ensure compatibility and optimize call quality), and network quality indicators (packet loss, latency, etc. for adjusting video quality). This technical information is mostly processed in real-time and retained in logs for a limited period for troubleshooting and security.

• User Support and Feedback Data: If you contact us for support related to the Video Call (for instance, to report a problem or to exercise a privacy right), we will collect whatever information you provide in that correspondence (e.g. your contact details and the nature of the issue). This may include call identifiers or snippets of call data if needed to investigate (for example, if you report a call quality issue, we might review relevant technical logs or, with your permission, a portion of a recording). Support interactions will generate their own records (like support tickets or emails) which we keep separately from call content.

We limit the personal data we process to what is relevant and necessary for the purposes described. We do not collect any data from your device’s camera or microphone until you have granted permission and accepted a call invitation. Likewise, we do not access your screen content unless you actively start a screen share. The service does not access your device’s contacts, photos, or other data not needed for the call. All data is obtained either directly from you (when you use the feature) or through our platform’s interaction with you (no personal data about Video Calls is collected from third-party sources).

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Retention Periods

We retain personal data from the Video Calls service only for as long as necessary to fulfill the purposes outlined in this Notice, and in accordance with applicable law or consent. Below are the main retention practices for this feature:

• Live Call Content (Unrecorded): For calls that are not recorded, the audio/video streams and screen shares are ephemeral – they are not stored on our servers. Once transmitted to the other participant, that live data is not retained (aside from transient buffering in memory during the call). We do not maintain archives of unrecorded call video/audio. Any personal data exchanged verbally or shown during the call that is not otherwise captured (in a summary or notes) will not be retained by us after the call ends.

• Call Recordings: If a call is recorded, the resulting audio/video recording file will be stored securely on our system or a trusted cloud storage. We keep call recordings for a maximum of 90 days from the date of the call, after which they are automatically deleted from our storage. This retention period is in place to allow users (and Clients) to review the content for a limited time (for example, to write follow-up notes, resolve disputes, or for quality assurance review), but to not hold personal data longer than necessary. After 90 days, recordings are permanently and irreversibly deleted (or anonymized if deletion is not immediately feasible), unless we are legally required to retain them longer. In exceptional cases, a longer retention might occur if needed for a specific legal claim or investigation, but only in accordance with law and you would be informed where possible.

• AI Summaries: AI-generated call summaries (and any underlying transcript data used to create them) are retained for a period that aligns with the usefulness of that summary. Generally, the summary will remain accessible in the chat or call history for the same retention period as the recording, i.e., up to 90 days, to allow you and the agent to reference the conversation notes. If the call was not recorded but only summarized, the summary will still be stored for up to 90 days by default. We consider 90 days sufficient for follow-up purposes; after this time, the summary is deleted or anonymized. In some cases, if the Client’s main LiveChat system retains chat transcripts longer and the summary is attached to a chat, the summary may be kept in the system according to that chat retention policy – but always under control of the Client or as per your agreement. We ensure no summary is kept longer than necessary.

• Call Metadata and Logs: Basic metadata about calls (e.g. participant IDs, call timestamps, duration, feature usage) and technical logs are generally kept for 90 days as well, in line with recordings, unless a shorter period is sufficient. Security logs (like records of call attempts, errors, or consents) may be kept up to 1 year in secure archives if needed for auditing security and compliance – but these typically do not contain content of the calls, only metadata. We anonymize or delete metadata when it’s no longer required.

• Account Data and Support Data: Any account-related personal data (for registered users) is retained as per our general data retention policy (usually for the duration of the contract plus any required period). Support tickets or communications you have with us will be retained as long as needed to resolve your issue and for a short period after for quality assurance. These may be kept up to two years in our support system, unless you request erasure sooner and we have no overriding need to keep them.

Once the applicable retention period expires, we either securely delete the personal data or anonymize it (meaning we strip it of identifying information so it can no longer be linked to an individual). For example, we might retain anonymized statistics about call usage (e.g. number of calls per week, average duration) for service improvement, but those records will not contain personal data.

Please note that if you exercise your right to erasure or withdraw consent for specific data before the retention period is over, we will delete the relevant data as described (unless retention is required by law). For instance, if you request deletion of a particular call recording, we will erase it from our systems (provided it’s not needed for a legal reason to keep). Our systems are designed to carry out automated deletions on schedule, but we also review and remove data manually as needed to honor user requests.

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Use of AI/LLM for Summarization

One of the features of the Video Calls service is the integration of an Artificial Intelligence (AI) tool – specifically a Large Language Model (LLM) – to generate summaries of your calls. We want to be transparent about how this works, what data is involved, and how we protect your privacy in this context.

How the Summarization Works: After or during a video call, our system may utilize an AI service to analyze the conversation and produce a written summary of the key points discussed. This could involve transcribing the call’s audio into text (either in real-time or shortly after the call), then feeding that text to the LLM which generates a concise summary. The summary typically highlights important questions, answers, or decisions from the call, and is displayed in the chat or conversation history accessible to you (the end-user) and the agent. Only these two parties can see the summary; it is not sent or made available to anyone else by default.

Consent and Transparency: The use of AI for summarization is done with your knowledge and consent. By accepting the video call invitation (which includes notice that the call may be summarized by AI) or through the Terms of Service, you agree that an AI may process the call content for this purpose. Both the user and the other participant (agent) are made aware that summarization will occur and consent to it. If you prefer not to have your call summarized, you have the option to decline the video call or request the agent to disable summarization (if such a setting is available). However, please note that summarization is a default part of our service offering to enhance your experience. Rest assured, no summarization will take place if you do not consent to it.

Data Handling by the AI: The AI/LLM processes the conversation content (either audio or text) to generate the summary. This means the substance of what you say in the call is temporarily analyzed by the AI algorithm. We integrate third-party AI technology in a privacy-conscious way: the AI service acts under our instruction and does not use the call content for any purpose other than to return the summary to us. We ensure that any provider of the AI/LLM functions as our data processor (under strict contractual obligations) and does not retain or use your data beyond the immediate summarization task. In practice, this means once the AI generates the summary and returns it to our system, the data you provided to the AI (such as the transcript of the call) is not stored by the AI provider. We also implement technical measures like encryption during transit to the AI service to protect the data while it’s being processed.

No Profiling or Automated Decisions: The AI-generated summary is purely a descriptive recap of the conversation. It is not used to profile you, evaluate you, or make any decisions about you. The summarization process is fully automated, but it does not produce any decision that affects your rights or interests – it’s simply an assistive tool for note-taking. As such, it does not constitute “automated decision-making” under GDPR Article 22 that has legal or significant effects on you. It’s important to emphasize that we do not use AI to assess your behavior, nor to analyze sentiment for marketing, nor to do anything beyond creating the summary text. The summary is intended to benefit both the user and the agent by capturing the call’s content in an easily readable format, and that’s the sole output of the AI’s involvement.

Quality and Accuracy: While we strive to use reliable AI tools, AI-generated summaries might occasionally contain errors or omissions. We advise users not to rely on the summary as a verbatim record – it’s a helpful supplement, but the actual call content (and any agreements made during it) prevails. If you notice a significant error in a summary that causes concern, you can contact us to review or delete the summary. We do not assume decisions based solely on AI outputs. Agents are instructed to verify critical information from the call rather than relying only on the summary.

By implementing the AI summarization feature, our aim is to enhance your experience with the service (for example, by saving you from having to take notes during the call). We have integrated this feature in compliance with GDPR’s principles of transparency, purpose limitation, and data minimization. Should our use of AI change in the future (for instance, using AI for additional purposes), we will update this Privacy Notice and obtain fresh consent if required.

Recipients of the Data (Including Third-Party Processors)

We treat your personal data with care and do not share it with any third parties for their own independent use. Livechat Integrations sp. z o.o. is the sole data controller for the Video Calls service, and we do not sell or rent your data to anyone. However, in order to provide the service effectively, we do rely on certain trusted third parties (acting as data processors on our behalf) and we may need to disclose data to other recipients under specific circumstances. Here we outline who may receive or access your data and under what conditions:

• Other Call Participant: When you join a Video Call, the obvious “recipient” of your personal data is the person on the other end of the call. Your video image, audio, and any information you share will be directly communicated to the other participant (e.g. the support agent or the end-user you’re speaking with). This is an inherent part of the service – by accepting the call, you agree to share that information with the other party. The other participant could be an employee of the Client company or the customer, depending on your role, and they are typically a separate data controller for any information they receive (for example, a business may keep information from the call as part of their customer records). While this Privacy Notice covers what we do with your data, please be aware that the company or individual you communicate with might have their own privacy responsibilities for how they use the information you share. We encourage all parties to respect privacy, but our control extends only to the systems we operate.

• Our Service Providers (Processors): We use reputable third-party service providers to help us operate the Video Call service. These providers process personal data only under our instructions and strictly for the purposes of providing services to us. Key categories of processors include:

  • Infrastructure and Hosting Providers: We may host our application, databases, and potentially call recordings or summaries on cloud servers (for example, a cloud computing platform or data center). These providers store and transmit data on our behalf. We ensure that such infrastructure providers offer robust security measures and, if personal data is stored or processed outside the European Economic Area (EEA), that appropriate legal safeguards are in place (see “International Data Transfers” below).

  • Video Streaming/TURN Servers: The real-time video and audio in calls might be relayed through servers (such as TURN servers used for WebRTC) if a direct peer-to-peer connection cannot be established. These servers could momentarily handle encrypted streams to facilitate the connection. They do not store the content permanently. We either operate these servers ourselves or use trusted partners who act as processors. In all cases, the data transmitted is encrypted, and the server operators cannot decipher it.

  • AI Summarization Provider: As described, we integrate a third-party AI/LLM service to generate call summaries. This provider will receive the call’s transcript (or audio, which they transcribe) and return a summary. They act as our processor – we have a contract ensuring they only use the data for this specific purpose and do not retain or disclose it further. (For example, if we use an AI service provided by a company like OpenAI or Microsoft, we ensure it’s under terms that safeguard your data, such as not using it to train their models or for any other purpose, consistent with our no-sharing commitment.)

  • Email/SMS Services (if applicable): If our system sends out call invitations or notifications via email or text message (for instance, sending a call link to a user’s email or phone), we would use third-party communication services to deliver those messages. This means the invitee’s email address or phone number and the content of the invitation might pass through an email or SMS gateway service. Such providers are bound by confidentiality and data processing agreements.

  • Analytics and Diagnostics: We may use tools to collect anonymized or aggregated data about how the Video Call feature is used (e.g. number of calls, average duration, error rates) to improve our service. If any personal data is involved in this (we aim to avoid it or anonymize it), the tool providers act as our processors. For example, we might use an error tracking service that captures a user ID and device information when a call fails, to help us fix issues. These providers are also under strict obligations and cannot use data for their own purposes.

• Within Livechat Integrations (Personnel): In general, access to personal data is limited to our internal team members who need to know that information to perform their duties. For instance, our technical staff and engineers may have access to stored recordings or logs if necessary to resolve a support ticket or investigate a technical problem. Our customer support team may view your account details or call metadata when you reach out for help. All staff are bound by confidentiality and trained on data protection. We have access controls in place to restrict who can access what data (for example, only specific senior technicians might access a stored video recording, and only if necessary).

• No Sharing with Third-Party Controllers: We do not share or disclose your Video Call data to any third-party companies for their own independent use (such as marketing firms, advertisers, or unrelated partners). We do not exchange your data with “technological partners” or parent companies; the data stays within the scope of providing this service. The only exceptions would be if you yourself direct us to share data with a third party (e.g. if you request integration with another service) or if disclosure is required by law (see next point).

• Legal or Regulatory Disclosure: If we are legally compelled by a valid court order, subpoena, or regulatory requirement to disclose certain personal data, we may have to provide it to the requesting authority. For example, a law enforcement agency might lawfully require access to a specific call recording as part of an investigation. In such cases, we will verify the legality of the request and only disclose the minimum data necessary to comply. We will also inform the affected users unless we are legally prohibited from doing so. Outside of such rare events, we have no practice of sharing call data with any government or third party.

• Business Transfers: If in the future Livechat Integrations sp. z o.o. were involved in a merger, acquisition, or sale of assets, personal data related to the Video Calls could be part of the assets transferred to the new entity. If that happens, we will ensure the new owner will continue to respect your personal data in line with this Privacy Notice, or we will notify you and give you an opportunity to exercise your rights (such as deleting your data) before any transfer.

Every third-party processor we engage is carefully vetted for security and privacy practices and is bound by a Data Processing Agreement (DPA) as required by Article 28 GDPR. This means they must implement adequate safeguards, keep data confidential, and process data only for our instructed purposes. We maintain an updated list of our sub-processors which can be provided upon request, so you know exactly who might handle your data behind the scenes.

International Data Transfers

We are based in Poland and, whenever feasible, we store and process your data within the European Economic Area (EEA). However, some of our third-party processors (for example, certain cloud hosting or AI providers) might be located outside the EEA or might store data on servers in other jurisdictions (such as the United States). If we transfer your personal data to a country that does not have an EU Commission adequacy decision (meaning its data protection laws are not deemed equivalent to EU standards), we will ensure appropriate safeguards are in place as required by GDPR Chapter V. These safeguards may include:

• Standard Contractual Clauses (SCCs): We sign the latest approved SCCs with non-EEA service providers, which contractually oblige them to protect your data to EU privacy standards.

• Additional Security Measures: We may implement end-to-end encryption or pseudonymization so that data transferred cannot be accessed in plain form by any unauthorized parties, even if it’s stored or routed through servers abroad.

• Data Minimization: We transfer only the data that is necessary for the task at hand. For instance, if using a U.S.-based AI service for summarization, we might send only a text transcript of the call (rather than raw audio) and not include any extraneous identifying information.

• Vendor Policies: We work with vendors that commit to GDPR compliance. Many large providers (like cloud services or AI providers) have their own binding corporate rules or similar frameworks that provide an additional layer of protection and transparency.

You can contact us (using the details above) if you have questions about our international data transfer practices or if you would like to obtain a copy of the relevant safeguards (such as SCCs) in place. We will not transfer your personal data to any third country or international organization unless it is properly protected and lawful. Our goal is to keep your data safe no matter where it is processed.

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User Rights under GDPR

As a data subject using our Video Calls service, you have several rights under the GDPR regarding your personal data. We are committed to enabling you to exercise these rights easily and without undue delay. Below is a summary of your key rights and how you can use them:

• Right of Access: You have the right to obtain confirmation whether we are processing your personal data, and if so, to receive a copy of that personal data along with certain information about how we use it (as provided in this Privacy Notice). For example, you can request a copy of a call recording or the AI summary of your call, or a summary of the metadata we have about your calls. We will provide this information in a commonly used electronic form, unless you request otherwise.

• Right to Rectification: If you believe that any personal data we hold about you is inaccurate or incomplete, you have the right to request that we correct or update it. For instance, if your name was recorded incorrectly in our system or if an AI-generated summary contains a factual error about you, you can ask us to rectify it (though in the case of an AI summary, rectification may involve annotating or deleting the incorrect summary and perhaps generating a corrected one with your input). We strive to keep all personal data accurate and up to date, and we welcome corrections.

• Right to Erasure (“Right to be Forgotten”): You can request that we delete your personal data when it is no longer needed for the purposes for which it was collected, or if you have withdrawn consent (where consent was the basis) and no other legal basis for processing applies. For example, you may ask us to delete a specific call recording or summary immediately rather than waiting for our standard 90-day retention period. We will honor such requests provided we do not have a compelling legal obligation or overriding legitimate interest to keep the data. Note that if you are an end-user who engaged in a call with a Client’s agent, deleting data from our system does not automatically delete data the other party may have (for instance, the agent’s notes or their copy of the summary). You may need to contact that party separately if applicable. In any case, we will remove the data from our own systems and confirm to you once done.

• Right to Restriction of Processing: In certain circumstances, you have the right to request that we restrict (temporarily halt) the processing of your personal data. You might do this if you contest the accuracy of the data (while we are verifying/correcting it), or if you object to processing based on legitimate interests (while we consider your objection), or if you need us to preserve data for a legal claim while not actively processing it. When processing is restricted, we will mark the data and ensure it’s only used for specific reasons (like legal claims or with your consent) until the restriction is lifted.

• Right to Data Portability: For data you provided to us and which we process by automated means based on your consent or on a contract, you have the right to get that data in a structured, commonly used, machine-readable format and/or request that we transmit it to another service provider where technically feasible. In the context of Video Calls, this could apply if you want to obtain the recording of your call or the summary and perhaps transfer it to another system. We will provide the data in a reasonable format (for example, an MP4 video file for recordings, or a JSON/text file for summary and metadata) upon request.

• Right to Object: You have the right to object to our processing of your personal data when that processing is based on our legitimate interests (Article 6(1)(f) GDPR), and you have grounds relating to your particular situation. In practice, we primarily rely on consent and contract for Video Call data; however, if you believe we are processing any of your call-related data under legitimate interest that you do not agree with (for example, if we kept some metadata for analytics and you prefer we don’t), you can object. If you object, we will cease the processing in question unless we have compelling legitimate grounds to continue (which we will explain to you) or if the processing is needed for legal claims. Additionally, if we were ever to use your data for direct marketing (we do not do this with call data), you could object at any time and we would stop.

• Right to Withdraw Consent: Where we process your data based on your consent, you have the right to withdraw that consent at any time. This will not affect the lawfulness of any processing we carried out prior to withdrawal, but it will mean we stop the consent-based processing going forward. For example, if you consented to call recordings but later change your mind, you can withdraw consent by updating your settings or informing the agent (and the recording will be stopped). If you withdraw consent after a call, we will not further use the recording or summary (and can delete them if you wish). To withdraw consent for the AI summarization feature, you might toggle it off in your user settings (if available) or contact us to opt-out of any future summarization of your calls. We make it as easy to withdraw consent as it is to give it – for instance, via the interface or via contacting us.

• Right not to be Subject to Automated Decision-Making: As noted, we do not subject users to decisions based solely on automated processing (including profiling) that have legal or similarly significant effects. Therefore, this right is more about being informed that such processing does not occur in our service. If that ever changes, you would have the right to request human intervention or to express your point of view or contest the decision. For completeness, we reiterate that our AI summary does not fall under this category of decision-making; it’s a user aid, not a decision or evaluation about you.

To exercise any of these rights, you can contact us at contact@livechat-integrations.com (or via other contact methods provided above). We will respond to your request as soon as possible, and no later than one month from receiving it, as required by GDPR. This period may be extended by two further months if necessary (for complex requests), but we will inform you of any extension and the reasons for it. Generally, we will not charge a fee for handling your request. However, if a request is manifestly unfounded or excessive (for example, repetitive), we may either charge a reasonable fee or refuse to act on it (we will explain our reasoning in such cases).

We may need to verify your identity before fulfilling certain requests (to ensure that we don’t disclose or delete data to the wrong person). For example, we might ask you to confirm some account details or provide identification if you are not logged in. This is to protect your privacy and security.

If you believe that our processing of your personal data infringes GDPR or your privacy rights, you also have the right to lodge a complaint with a Supervisory Authority (Data Protection Authority) in your country. As our company is based in Poland, our lead supervisory authority is the Polish Data Protection Office (Urzęd Ochrony Danych Osobowych – UODO). You can contact UODO or your local authority (for instance, in the country where you reside or work) to file a complaint. Of course, we would appreciate the chance to address your concerns directly first, so we encourage you to reach out to us with any issues and we will do our best to resolve them.

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Data Security Measures

We take the security of your personal data very seriously. We have implemented a range of technical and organizational measures to protect the confidentiality, integrity, and availability of data processed through the Video Calls service. Below are key aspects of our data security approach:

• Encryption in Transit: All video call communications and data transfers are protected by strong encryption protocols. The Video Calls use secure communication technologies (such as WebRTC over DTLS-SRTP) which encrypt the audio/video streams end-to-end between participants. Similarly, any data transmitted between your device and our servers (for example, during call setup or when sending data to the AI summarization service) is encrypted using industry-standard encryption (HTTPS/TLS). This means that even if someone were to intercept the network traffic, they would not be able to decipher your conversation or personal data.

• Encryption at Rest: Personal data stored on our servers (including call recordings and summaries) is encrypted at rest. We use modern encryption algorithms to encrypt files and databases that contain personal data, adding an extra layer of protection in case of any unauthorized access to the storage. Access to the encryption keys is tightly controlled and limited to our most trusted systems or personnel.

• Access Control and Authentication: We ensure that only authorized individuals and services can access personal data. Our employees access user data on a need-to-know basis – for example, technical staff may access a call recording only to resolve a support issue and only after logging a justification. Access to administrative interfaces and databases is protected by strong authentication (including multi-factor authentication where possible) and is logged. Within the Video Call application, users and agents can only access data that pertains to their own calls or account. Each call session is protected so that only the invited user and agent can join; no unauthorized person can eavesdrop on a call because a unique, cryptographically secure session ID/URL is used for each call.

• Network and Infrastructure Security: Our servers are hosted in secure facilities with measures like firewalls, intrusion detection systems, and continuous monitoring. We regularly apply security patches and updates to our software and infrastructure to address vulnerabilities. Our network is segmented to limit exposure – for instance, the servers handling media streaming are separated from those storing data. We also utilize protections against common web threats (like DDoS protection, rate limiting, etc.) to keep the service stable and secure.

• Regular Security Assessments: We conduct periodic security audits and penetration tests on our Video Call platform and associated systems. Independent security experts may test our application for vulnerabilities, and we promptly address any findings. We also review our code and configurations regularly to ensure best practices are followed.

• Employee Training and Policies: All team members at Livechat Integrations are trained on data protection and security practices. We have internal policies that mandate the secure handling of personal data. For example, employees are forbidden from downloading or storing call content on personal devices; any handling of data for support is done within our secure environment. Breaches of confidentiality policies result in disciplinary action.

• Incident Response and Breach Notification: We have an incident response plan in place for addressing any security breaches or suspected data incidents. If a personal data breach were to occur that poses a risk to your rights and freedoms, we will notify the relevant supervisory authority within 72 hours as required by GDPR, and we will inform affected individuals without undue delay, along with information on the nature of the breach and any recommended precautions for you to take. Our goal, however, is to prevent incidents before they happen through robust preventative measures.

• Data Minimization and Pseudonymization: Wherever possible, we practice data minimization – we collect and keep only the data that is necessary for the service. For example, technical logs might reference user IDs rather than real names, and in many cases we pseudonymize data (replace identifying information with codes) in our internal systems, so that a person’s identity is not readily apparent without a separate lookup. The AI summarization, for instance, does not need to know your full identity – it only processes the conversation content itself. We instruct our AI processor and other providers to not keep any user identifiers attached to the data longer than necessary.

• No Unauthorised Monitoring: We do not “listen in” on calls or access call content in real-time. Calls are private between the participants. Our staff do not have the ability to silently join or monitor calls. The only time we would access call content is after the fact (like a recording or summary) and only for the limited reasons mentioned (support, legal compliance) and with proper authorization.

• Continual Improvement: We stay updated on the latest security threats and best practices. As technologies and threats evolve, we adapt our security measures accordingly. We also take user feedback about security seriously – if you have any concerns or notice something during your experience, we encourage you to notify us.

In summary, we employ state-of-the-art security measures to safeguard your data. However, it’s important to note that no system can be 100% secure. We therefore also rely on you to take some precautions: use strong passwords for your accounts, do not share call links with untrusted parties, and ensure your own device is secure (free from malware, etc.) when joining a video call. We will never ask you for your password via email or chat, and any official communications from us will be properly authenticated. By working together on security, we can ensure your Video Call experience is safe and private.

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Contact for Data Protection Matters

If you have any questions, concerns, or requests regarding this Privacy Notice or your personal data, please do not hesitate to contact us. Our contact details for privacy and data protection matters are:

Livechat Integrations sp. z o.o. (Data Controller)
Attn: Data Protection Team
ul. Hiacyntowa 14, 55-095 Mirków, Poland
Email: contact@livechat-integrations.com

When contacting us, please include your name and contact information, and clearly state the nature of your inquiry (for example, whether you are requesting access to data, withdrawing consent, etc.). If you are related to a specific Video Call (e.g. you want a particular recording deleted), providing the date or an identifier of the call will help us locate the data quickly. We may need to verify your identity before disclosing or modifying any data, as mentioned in the “User Rights” section.

We aim to respond to all legitimate requests as quickly as possible, typically within a few business days. If your request is complex or may take longer to address, we will let you know an estimated timeline. Communication is key – we are here to help and to ensure your privacy is respected.

Additionally, if you have general questions about the Video Calls service, you can reach out to the same contact and we will route your inquiry appropriately. For example, if you have a question about how the service works or how your data is handled that wasn’t fully answered here, we will gladly provide further information.

Data Protection Authority Contact: As noted, you have the right to contact the data protection authority with any complaints. For your convenience, the lead supervisory authority for Livechat Integrations sp. z o.o. is the Polish Personal Data Protection Office (UODO). They can be reached at uodo.gov.pl (website) or by mail at Stawki 2, 00-193 Warsaw, Poland. However, we truly encourage you to contact us first – we value your trust and will do our utmost to resolve any issue to your satisfaction.

Last updated: 4th Aug, 2025. This Privacy Notice may be updated from time to time to reflect changes in our services or legal requirements. We will post any modifications on our website and, if the changes are significant, provide a more prominent notice or seek your consent where required. We encourage you to review this Notice periodically to stay informed about how we protect your personal data.

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