Privacy Policy
Last updated: 30 October 2026
What this policy covers
This policy explains what personal data HAL collects when you use chatwithhal.com, the HAL dashboard, and the HAL chat widget — what we do with it, who we share it with, and the choices you have. Plain language on purpose.
Who is responsible
HAL is the data controller for data described here. For anything privacy-related — questions, requests, or a complaint — write to privacy@chatwithhal.com and a human will answer.
What we collect
Two perspectives matter: your team (the customers who pay us) and your visitors (the people who chat on your site).
Account data
Name, email, password (hashed), workspace settings, billing metadata handled by Stripe, and support correspondence. We ask for the minimum needed to run your workspace.
Visitor data
When someone chats on a site using HAL: messages they send, pages they visit, browser language, and — only if you identify them — the traits your product pushes (email, name, plan, custom properties). Before identification this data is anonymous to us.
Conversation data
Chat messages, email conversations, attachments, internal notes, CSAT ratings, and the operational metadata (timestamps, assignments) that make an inbox work.
Product analytics
Product usage events (feature adoption, aggregate counts) processed by PostHog on EU hosting. Session recording is disabled. We measure how features are used, not individual browsing histories.
How we use data
We use the data above for exactly these purposes:
- Operating the service — inboxes, CRM, knowledge bases, automations, and the widget itself
- AI features — drafting replies and answering visitor questions, grounded in your content (see AI processing below)
- Billing — invoicing, plan limits, and preventing abuse
- Security — fraud prevention, rate limiting, and protecting accounts
- Product improvement — aggregated, non-identifying patterns that tell us what to build next
Legal bases (GDPR Art. 6)
We process personal data under these bases:
Contract
Providing the service you signed up for — storing conversations, sending your emails, running your workspace.
Legitimate interest
Security, abuse prevention, and aggregate product improvement — always balanced against your rights.
Consent
Optional things: marketing email, non-essential cookies, and visitor AI features where required. Withdraw anytime; withdrawal does not affect prior processing.
AI processing of visitor messages
When AI features are enabled for your project, visitor messages may be processed to draft replies, answer questions, and classify priority. Here is exactly what that means.
How it works
Message content, relevant knowledge base excerpts, and conversation context are sent to Anthropic’s Claude models to produce a draft. Drafts link the help articles they used and carry a confidence score before anyone sees them.
Your data is not training data
Your conversations and your visitors’ messages are never used to train models — not by us, not by Anthropic. Anthropic processes the content only to produce the answer, suggestion or summary. HAL keeps those AI drafts and summaries in your workspace, so your team can see what the AI suggested, until you delete your account.
Humans stay in charge
Drafts require agent approval by default. Auto-send and visitor-facing AI answers are opt-in, confidence-thresholded, and can be disabled per project at any time.
Visitor control
The widget discloses AI use to visitors, who can opt out of AI answers with one tap (stored per visitor). EU AI Act transparency requirements are built into the widget, not bolted on.
Sub-processors
The companies that process personal data for us, what each one does, where it does it and the transfer safeguard are listed on our sub-processors page. Google Ireland Limited measures ad conversions as its own controller, and only with your advertising consent (see Cookies below).
How long we keep data
Conversations, contacts and other workspace data are kept until you delete them or your account. Deleted accounts enter a 30-day grace period, after which data is permanently removed. Backups roll off on the same cycle.
Where data lives
Your data is stored in the European Union: our app servers, database and file storage run on Railway in the Netherlands, email runs on Amazon SES in Frankfurt, backups are kept in Cloudflare R2 under EU jurisdiction, and analytics run on PostHog EU. Some services process data outside the EU when you use the feature they provide, such as AI answers or calls. Every company, where it processes data and the safeguard for each transfer are listed on our sub-processors page. Your content is not used to train AI models.
Your rights
Under GDPR you have:
- Access — See what personal data we hold about you.
- Rectification — Correct anything inaccurate.
- Erasure — Delete your account and data, with a 30-day grace window to change your mind.
- Portability — Export everything in machine-readable JSON — one click in settings, no support ticket.
- Objection — Object to processing based on legitimate interest; we will stop unless we have compelling grounds.
Email privacy@chatwithhal.com or use the in-app export and deletion tools. We respond within 30 days. You may also complain to your local data protection authority — we would rather fix it first.
Children
HAL is a business tool and is not directed at children under 16. We do not knowingly collect their data; if one slips through, we delete it on request.
Changes to this policy
Material changes are announced by email and in the dashboard before they take effect, and the date above changes. Continued use after that means you accept the update.
Contact
Privacy questions, requests, and complaints: privacy@chatwithhal.com.