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Privacy

How ASKLA handles data

What ASKLA stores, for how long, and which services receive what. This page describes how the software works; your organisation's own privacy notice still governs your site.

What ASKLA stores

  • Questions and answers, after redaction, so your team can read the conversation and see what visitors asked.
  • Live chat messages: the visitor's after the same redaction, and your team's replies as they were written.
  • A rating of a chat with your team, when the visitor gives one, with its optional comment after redaction.
  • Contact details only when a visitor fills in the contact form and ticks the consent box. The exact consent sentence and the time are kept with the request.
  • A visit: the device type, the browser, where the visitor came from (such as a search engine or a link) and the page they landed on.
  • A returning visitor as a random token, stored only as a SHA-256 hash, with the pages they viewed.
  • Analytics events: what happened (opened, answered, asked for a person), on which page and about which topic, with counts. Never what anyone typed.
  • Optional live assistance, when the site enables it and the visitor permits it: a separate temporary visit identifier, approved page paths, source category, visibility and last-seen time. This lets an operator offer help. Sensitive paths and URL query strings are excluded. It does not record cursor movement, keystrokes, form contents or screen recordings.

What is removed first

Emails, phone numbers, NRIC and FIN numbers, card numbers and IBANs are removed from visitors' questions and messages before they reach the AI, the database, the logs or the answer cache. Names cannot be detected reliably, so visitors are asked not to share personal details in the chat itself.

How long it is kept

  • Questions, answers, messages, ratings, visits and analytics events: deleted 30 days after they were written. A conversation with no activity for 30 days is deleted with everything in it. The operator sets this period.
  • A returning visitor's token: forgotten after 180 days without a visit.
  • Contact requests and content tasks: not part of this clean-up, because they are your team's follow-ups.
  • Optional assistance journeys: the site's configured period, 30 days by default. Withdrawing tracking permission removes the journey and pending invitations; a revoked credential is retained briefly to prevent it being reused. Operator delivery events are kept for up to seven days.

What a visitor's browser keeps

One record per website: the random token, the id of the current conversation and an expiry date. While a tab is open it also keeps interface state, such as whether the chat is open. If the visitor mutes sounds, that choice; if they dismiss the suggestion bubble, that choice for one day. Nothing anyone typed is ever kept in the browser; the conversation comes back from the server. A visitor can clear it with "Clear this chat from this device", and your cookie banner can tell ASKLA to keep no visitor record (only that choice itself is remembered, so it holds on every page).

Which services receive what

  • The AI that writes and checks answers, Anthropic's Claude unless the operator configures another provider, receives the redacted question, a few recent answers from the same conversation, and the passages from your pages. With Claude it uses your site's own Anthropic key, or the server's key if the operator allows that.
  • The embedding provider set by the operator receives your pages' text when they are indexed, and the redacted question when ASKLA searches them.
  • Your email and webhooks, if you set them up, receive contact requests (name, email, consent and the questions attached) and content tasks. Live-chat webhooks carry no message text.
  • Google Fonts serves the widget's font to the visitor's browser, unless your site turns that off with data-fonts="false".
  • Apple Push Notification service, when your operator uses the optional iOS app, receives a device token, a generic alert and opaque routing identifiers. It receives no transcript, email address or page URL in the notification payload. Conversation details are fetched from your ASKLA server after authentication.

The visitor widget uses browser storage rather than cookies. Optional assistance is off until the site enables it and the visitor's tracking choice permits it. Refusing this tracking still allows the visitor to start a chat. Mobile operator sign-in uses a short-lived browser security cookie. The iOS app keeps its refresh credential and unsent reply drafts in the device's secure storage.

Where it runs

ASKLA stores everything in one PostgreSQL database. Run it on your own servers, or choose where it is hosted, for example in a Singapore region.

Questions about your data? Ask ASKLA on this page, or email the INFOC team.