We collect data in the following contexts:

When visiting our website: browser type and version, OS, referrer URL, hostname, time. IP address is stored after 7-bit masking (e.g. 91.204.5.0). Retention: 14 days in server logs.

When creating an account: name, email, company, subdomain, password (Argon2id hash). Optional: phone, logo, branding colors. In addition, how you found us: the campaign details in the link you came through (utm parameters), the page on which you entered our website and the domain of the referring page — and, voluntarily, your answer to the question “How did you hear about us?”. We only evaluate this in aggregate, to see which routes lead to sign-ups (Art. 6 (1) (f) GDPR). The details are deleted together with your account.

When you join the waitlist: email address, language, the time of your consent and a SHA-256 checksum of your IP address (not in plain text) — as proof of consent and to detect abuse. We use the address solely to let you know once a place becomes available. We do not store your browser type for this.

When downloading and updating the desktop app: We deliver the installation file of the desktop app for Windows and its updates via our server api.forge12.com. This server is connected through the network of Cloudflare, Inc. (San Francisco, USA). When you download the file and when the app checks for updates, Cloudflare processes your IP address and the technical details of the request (browser or app version, time) in order to deliver the file and protect the server against attacks (Art. 6 (1) (b) and (f) GDPR). Cloudflare is certified under the EU-US Data Privacy Framework. For your work, the app then connects exclusively to SilentChat's servers in Germany.

When downloading and updating the desktop app: We deliver the installation file of the desktop app for Windows and its updates via our server api.forge12.com. This server is connected through the network of Cloudflare, Inc. (San Francisco, USA). When you download the file and when the app checks for updates, Cloudflare processes your IP address and the technical details of the request (browser or app version, time) in order to deliver the file and protect the server against attacks (Art. 6 (1) (b) and (f) GDPR). Cloudflare is certified under the EU-US Data Privacy Framework. For your work, the app then connects exclusively to SilentChat's servers in Germany.

When using the product: conversations, tickets, survey responses, workflow configurations, KB content. Audit log over every administrative action. Sign-in log with time, IP address and browser of every sign-in — to fend off abuse.

Team chat: messages a customer’s staff write to each other, including attachments, mentions, a reference to a customer conversation and read status. They are visible only to the members of the respective chat — the customer’s administrators cannot read other people’s direct messages either. Here, too, we act as the customer’s processor.

When the widget is embedded by one of our customers: here, we are the processor, the customer is the controller. Which data is collected exactly is governed by the respective customer's privacy policy.

Reach measurement: On silentchat.de and app.silentchat.de we use Matomo to measure how our pages are used: pages viewed, time on page, approximate origin, device type and the referring address. On silentchat.de we also count individual interactions as events — for example clicks on buttons such as “Start for free”, submitting a form, and using the live demo and the chat window (opened, hint shown, clicked, closed). Only fixed names of these steps are sent, never what you type. The measurement runs without cookies and without recognising you across sessions — we cannot tell whether you have been here before. Your IP address is shortened by two bytes before storage (e.g. 91.204.5.0). If your browser sends a “Do Not Track” signal, we do not measure at all. We run Matomo on our own server; the data is not passed on to anyone.

Live chat on this website: You can open a chat window at the bottom right. It is our own product — here we are both the vendor and the operator. As long as you do not start a chat, no identifier and no chat session is created. The chat window only remembers in your browser storage whether it has already shown you a hint or its name tag; these markers contain no identifier and are not sent to us (see §7). Once you start a conversation we process your messages, the page you are writing from, your language choice, and your name and email address if you choose to provide them. So that your conversation survives a page reload, we store an identifier in your browser local storage; it is derived from browser type, language, screen size, time zone and the moment you first opened the chat. There is no canvas fingerprinting, and recognising you on other websites is therefore not possible. We do not store your IP address with the conversation; it is used only in hashed form to prevent abuse. If our AI assistant answers first, your message is sent to our AI provider IONOS (data centres in Germany, see §4); on request, or when the assistant is unsure, it hands over to a human. We currently have no fixed retention period for chat histories — you can request deletion at any time via the contact details below (Art. 17 GDPR). The legal basis is Art. 6 (1) (b) or (f) GDPR (responding to your enquiry).

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