AnswerTrove is a business-to-business AI customer-assistant service. A business using AnswerTrove may separately be responsible for the personal information collected through its own customer assistant. That business should provide its own privacy information to its customers where required.
1. Who we are
AnswerTrove operates AnswerTrove. For personal information relating to the AnswerTrove website, accounts, billing, product administration and our own support, we generally act as controller.
Privacy contact: support@answertrove.com
2. When a business uses AnswerTrove for its customers
Businesses can use AnswerTrove to provide an AI assistant to their own visitors and customers. For personal information submitted by those visitors through that business's assistant, the business will normally decide why and how the information is used and will therefore normally act as controller. AnswerTrove processes that information to provide the service to the business.
If you are an end user of a business's AnswerTrove assistant and want to exercise privacy rights about the content of your conversation, you should usually contact that business first.
3. Information we may collect
- Account information: name, email address, business name, account role, login/security information and workspace identifiers.
- Business profile and branding: website address, business settings, logos, icons, colours, assistant names, messages and deployment preferences.
- Knowledge content: documents, text, FAQs and public website content that a customer chooses to add to its workspace.
- Conversation information: customer questions, assistant responses, source references, assigned virtual agent, conversation status and feedback.
- Lead or contact information: where a business enables or uses lead-capture functionality, visitors may provide contact details or enquiry information.
- Usage and deployment information: message counts, plan usage, knowledge gaps and information showing where a website widget has loaded. Widget-presence records are designed to store page origin and pathname rather than URL query strings or fragments.
- Billing information: subscription status, plan information, Stripe customer/subscription identifiers and payment-event status. Full payment-card details are handled by Stripe rather than stored by AnswerTrove.
- Technical information: server logs, IP-related connection information, browser/request information, security events and diagnostic data that may be generated when the service is used.
- Website analytics: if you consent, Google Analytics may collect information about how you use our public marketing website.
4. How we use information
We use personal information to provide and secure the service, create and administer accounts, process subscriptions, generate AI-assisted answers, provide customer support, diagnose faults, prevent abuse, enforce service limits, improve AnswerTrove and comply with legal obligations.
When an end user asks a question through an AnswerTrove assistant, the service may send the question and selected relevant business knowledge to an AI service provider so that a response can be generated.
5. Our lawful bases
Where UK data-protection law applies, our lawful basis depends on the activity. We may process information because it is necessary to perform a contract or take steps at your request before entering one; because we have legitimate interests in operating, securing and improving a business service; because we must comply with a legal obligation; or because you have given consent.
We use consent for optional Google Analytics on our public marketing website. You can reject analytics before it loads and change your preference later using the Cookie settings link in the website footer.
6. Service providers
We use third-party providers where necessary to operate AnswerTrove. These may include:
- OpenAI for AI model processing used to generate customer-assistant responses.
- Stripe for subscription checkout, billing and customer-portal functionality.
- Google Analytics for optional marketing-site analytics after consent.
- Hosting, infrastructure and security providers used to run and protect the website, application, database and related services.
These providers may process information under their own terms and privacy obligations. We aim to provide only the information reasonably needed for the relevant service.
7. Google Analytics and storage on your device
Our public marketing pages include a consent mechanism for Google Analytics. The Google Analytics tag is not loaded by AnswerTrove until you select “Accept analytics”. If you reject analytics, we record that preference locally in your browser so that we can respect the choice. You can reopen the choice from Cookie settings in the footer.
Google Analytics may use cookies or similar technologies after consent. Browser controls can also be used to remove or block cookies and local storage, although doing so may cause the site to ask for your analytics preference again.
8. Sharing information
We do not sell personal information. We may share information with service providers acting on our behalf, with professional advisers where necessary, with authorities where required by law, or as part of a genuine corporate transaction subject to appropriate safeguards.
9. International transfers
Some technology providers may process information outside the United Kingdom. Where data-protection law requires it, we rely on an appropriate transfer mechanism or other lawful safeguard for those transfers.
10. How long we keep information
We keep information for as long as reasonably necessary for the purpose for which it was collected, including while an account is active and for appropriate periods afterwards for security, dispute resolution, legal, tax, billing and backup purposes. Retention can vary by data type and the instructions of a business customer.
11. Security
We use technical and organisational measures intended to protect information, including account authentication, password hashing, CSRF protection, tenant-scoped data access, HTTPS in production, generated upload filenames and restrictions designed to prevent uploaded files from being executed as PHP. No internet service can guarantee absolute security.
12. Your rights
Depending on the law that applies to you, you may have rights to ask for access to personal information, correction, deletion, restriction, objection, portability, or withdrawal of consent. You may also have the right to complain to a data-protection regulator. In the United Kingdom, the regulator is the Information Commissioner's Office.
Withdrawing consent for marketing-site analytics does not affect processing that happened lawfully before withdrawal.
13. Children's information
AnswerTrove is a business service and is not intended to be used to create accounts for children. Businesses deploying an assistant are responsible for considering whether their own audience includes children and what additional privacy measures may be required.
14. Changes to this policy
We may update this Privacy Policy as the product, providers or legal requirements change. We will publish the current version on this page and change the “Last updated” date when material revisions are made.
15. Contact
Questions or privacy requests can be sent to support@answertrove.com.