DotsFlow is a product of BusinessDots. Throughout this
Privacy Policy, “DotsFlow”, “we”, “us” and “our” refer
to DotsFlow and BusinessDots as applicable.
Businesses may use DotsFlow to manage customer conversations,
phone calls, website enquiries, leads, ecommerce information
and other customer communication workflows through supported
channels and integrations.
The information processed through DotsFlow depends on the
products, features and integrations enabled by each business.
Our Role When Processing Information
The role DotsFlow plays depends on the type of information
being processed and the relationship involved.
Information about DotsFlow customers
When a business creates a DotsFlow account, contacts us,
purchases a service, requests support or otherwise interacts
directly with DotsFlow, we may process that information to
operate and manage our business and services.
Information processed for businesses
When a business uses DotsFlow to communicate with its own
customers, leads or website visitors, DotsFlow generally
processes that information on behalf of the business using
our service.
The business remains responsible for determining how and why
it communicates with its customers and what information it
chooses to collect through DotsFlow.
Information We May Collect
Depending on the DotsFlow products and features being used,
we may process information including:
Account and business information
This may include a name, business name, email address, phone
number, account information, workspace settings, team members
and other information provided when setting up or managing
DotsFlow.
Customer conversations
This may include messages, conversation history, timestamps,
attachments, replies, customer identifiers and information
provided through supported communication channels.
Contact and lead information
This may include customer names, email addresses, phone
numbers, enquiry details, tags, requirements, notes,
follow-up information and conversation outcomes.
Call information
When DotsFlow Call Agent is used, information may include
caller details, call duration, call outcomes, transcripts,
summaries, lead information and recordings where recording
has been enabled.
Ecommerce information
Where Shopify, WooCommerce or another supported ecommerce
platform is connected, DotsFlow may process relevant
customer, product, order or store information required to
provide the configured service.
Website Concierge information
Website Concierge may process visitor conversations,
questions, contact details, lead information, service
requirements and voice interactions where voice functionality
is enabled.
Technical information
We may process technical information such as browser type,
device information, IP address, session information, request
logs and other information required to operate, secure and
troubleshoot the service.
How We Use Information
We use information where reasonably necessary to provide,
operate, maintain and improve DotsFlow.
This may include using information to:
- Provide DotsFlow products and services.
-
Send and receive supported customer communications.
-
Create and manage contacts, leads, tickets, conversation
records and call information.
-
Provide automated responses, routing and knowledge-based
assistance.
-
Process phone calls and voice interactions through
DotsFlow Call Agent.
-
Process website conversations through Website Concierge.
-
Connect supported messaging, ecommerce, email and
business platforms.
-
Provide customer support and account administration.
-
Process billing and subscription-related information.
-
Maintain security and prevent misuse of the service.
-
Diagnose technical problems and improve DotsFlow.
WhatsApp, Instagram & Facebook Data
Businesses may connect supported Meta products such as
WhatsApp, Instagram and Facebook Messenger with DotsFlow.
Depending on the permissions provided by the business and
the functionality enabled, DotsFlow may process business
account identifiers, messaging identifiers, customer
conversations, profile information made available through
the platform and related conversation metadata.
This information is used to provide the requested DotsFlow
functionality, including displaying conversations, responding
to customers, managing contacts, supporting team workflows
and enabling configured automation.
Platform permissions
DotsFlow is intended to request and use platform permissions
that are required for supported product functionality.
Businesses remain responsible for their connected Meta
accounts and their own use of customer information.
Shopify & WooCommerce Data
Businesses may connect supported Shopify and WooCommerce
stores with DotsFlow.
Depending on the integration and permissions granted,
DotsFlow may process relevant store information such as
customers, products, orders, order status and other ecommerce
information required to support customer conversations,
sales or support workflows.
The exact information available depends on the connected
platform, permissions and DotsFlow features being used.
Call Agent, Voice Data & Recordings
DotsFlow Call Agent may process telephone calls and voice
interactions on behalf of businesses using the service.
Depending on the customer’s plan and configuration, this may
include caller information, audio, call transcripts, summaries,
recordings, customer requirements, lead information, call
outcomes and related workflow actions.
Call recordings are only available where recording has been
enabled and is supported by the relevant provider and
configuration.
Recording and consent
Businesses using DotsFlow are responsible for ensuring that
their use of automated calling, voice processing and call
recording complies with applicable telecommunications,
privacy, notification and consent requirements in the
locations where they operate.
Website Concierge
DotsFlow Website Concierge allows website visitors to
interact with a business through supported chat and voice
experiences.
Information submitted during these conversations may include
questions, names, email addresses, phone numbers, service
requirements, lead information and voice interactions where
voice functionality is enabled.
This information may be made available to the business
operating the website so that it can respond to the visitor,
follow up with the lead or continue the customer relationship.
Automation & AI Processing
Certain DotsFlow features use automated or AI-based systems
to help understand customer enquiries, generate or assist
with responses, summarize conversations, identify intent,
route interactions and support configured workflows.
Relevant customer conversation or business information may
be processed by technology providers used to deliver these
capabilities where necessary.
Businesses should review important automated workflows and
responses before relying on them for sensitive or significant
business decisions.
Service Providers & Third Parties
DotsFlow relies on third-party technology and infrastructure
providers to operate different parts of the service.
These may include providers supporting:
- Cloud hosting and database infrastructure.
- Telecommunications and voice services.
- AI and language processing.
- Email delivery.
- Payment processing.
- Analytics and technical monitoring.
- Messaging and ecommerce integrations.
Information may be shared with these providers where
reasonably necessary for them to provide their services to
DotsFlow.
Cookies & Similar Technologies
DotsFlow websites may use cookies and similar technologies
for website functionality, session management, preferences,
security, analytics and improving the website experience.
Some cookies may be provided by third-party services used by
our website.
More information can be found in our
Cookie Policy.
How Long We Keep Information
We may retain information for as long as reasonably necessary
to provide DotsFlow services, maintain customer accounts,
satisfy contractual or operational requirements, resolve
disputes, prevent abuse and meet applicable legal obligations.
Retention periods may vary depending on the type of information,
product being used, customer configuration and applicable
requirements.
Information may temporarily remain in backups or technical
logs after deletion from active systems.
Data Security
DotsFlow uses technical and organizational measures intended
to protect information against unauthorized access, loss,
misuse or inappropriate disclosure.
No internet-based service can guarantee absolute security.
Businesses are also responsible for protecting their account
credentials, authorized users and connected third-party
services.
Additional information is available on our
Security page.
International Data Processing
DotsFlow and service providers supporting the platform may
process information in countries other than the country where
a business, user or customer is located.
Businesses are responsible for ensuring that their use of
DotsFlow is consistent with applicable privacy and
international data-transfer requirements.
Your Privacy Rights
Depending on your location and applicable law, you may have
certain rights regarding your personal information.
These may include the right to request:
- Access to personal information.
- Correction of inaccurate information.
- Deletion of certain personal information.
- Restriction of certain processing.
- Objection to certain processing.
- A copy or portability of certain information.
- Withdrawal of consent where processing relies on consent.
Where DotsFlow processes information on behalf of one of our
business customers, a privacy request relating to that
information may need to be directed to the business that
originally collected it.
Data Deletion Requests
You may request deletion of personal information associated
with DotsFlow where applicable.
To submit a request, email
info@dotsflow.app
with the subject
“Data Deletion Request”.
Please provide enough information for us to identify the
relevant account or information. We may request additional
information where necessary to verify the request.
If your information was collected by a business using
DotsFlow, the request may need to be handled by that business.
Where appropriate, DotsFlow may assist its customer in
responding to the request.
Facebook, Instagram and Meta data deletion
Requests involving information associated with a
Meta-connected DotsFlow experience may be submitted using
the same process. Where possible, identify the relevant
Facebook, Instagram, WhatsApp or business connection in
your request.
Children’s Privacy
DotsFlow is designed for businesses and professional use and
is not intended as a service directed specifically toward
children.
Businesses using DotsFlow are responsible for ensuring their
collection and use of customer information is appropriate for
their audience and complies with applicable requirements.
Changes to This Privacy Policy
We may update this Privacy Policy as DotsFlow develops,
features or integrations change, or legal and operational
requirements evolve.
When material changes are made, the effective date displayed
at the top of this page will be updated.
Contact Us
If you have questions about this Privacy Policy, our privacy
practices or a request relating to your information, please
contact us.
