Privacy for your chat
When you add the Aura chat to your website, your visitors need to know what it records. You decide what Aura is used for on your site, and OneInfer processes the data on your behalf. Three steps cover it. In Aura, each bot's Go live step has the same checklist, with the text below filled in for you.
1. Add a section about the chat to your privacy policy
Copy this into your privacy policy, replacing the parts in [brackets]. Include the marked part only if your site tells the bot who is signed in.
Chat on our website
[Your company] uses OneInfer Aura, a chat service from OneInfer, on this website. It lets our team see who is on the site, so we can help, and lets you chat with our assistant and our team. OneInfer processes this information on our behalf.
What we collect
- The pages you view: the page address (without anything after a "?" or "#"), its title, when you arrived and how long you stayed on each page, the website that sent you (its domain only), any campaign tags in the link you followed, and which ad network sent you if you clicked an ad.
- Where you are and what you use: your approximate location (city, region and country), worked out from your IP address, which our team sees on a Google map (Google gets that location, not who you are); your browser, operating system and kind of device (for example Chrome, Android, mobile); and your browser's language and time zone.
- A visit identifier that changes daily: a one-way code made from your IP address and browser details, with a key that is replaced every day. Your IP address and full browser details are not stored, and the code cannot recognise you on another day.
- To stop abuse: a scrambled code made from your IP address, kept with your visit for 30 days so our team can block someone who misuses the chat. It cannot be turned back into your address. If your messages look automated, your browser may be asked to solve a small puzzle to show a person is there; nothing more is collected for it.
- If you are signed in: your name, email address, account ID and the account details we pass to the chat (such as your plan), so our team knows who they are helping and the assistant can answer for your account.
- If you chat: your messages and our replies. When you send your first message, a random token is saved in your browser's local storage so the conversation continues when you come back.
- If you leave your email address (when nobody from our team is online, or in the form before the chat): we use it only to send you our reply, or a copy of the chat if you ask for one.
- If you rate a chat: your rating and any comment.
The AI assistant
The assistant's replies are written by AI models, used through OneInfer. To write a reply, the model receives your messages and the page you are on and, if you are signed in, your name and account details. It does not receive your email address.
How long we keep it
- Page views and visit details: 30 days, then deleted automatically.
- Chats, and the details and email address kept with them: 12 months after the last message, then deleted automatically.
- Daily totals: kept. They contain only numbers, nothing that identifies you.
Cookies
The chat does not use cookies. It stores nothing in your browser until you send a message, and then only the chat token described above, which you can remove by clearing your browser's data for this site.
Your choices
To see or delete your visit and chat data, contact [your privacy contact]. We can delete it straight away.
2. Link your privacy policy from the chat
In Aura, open your bot, go to Look, and under Chat paste your privacy policy's address in Privacy policy. Visitors can then open it from the notice at the top of the chat.
3. Keep the recording notice
The chat always shows a short notice that chats are recorded, such as "Chats are recorded so our team can help you." You can reword it under Look, Chat, but not remove it: in some places, recording a chat without saying so is against the law.
Good to know
- Cookie banners: the chat sets no cookies, and stores its token only once a visitor sends a message. If you have visitors in the EU or the UK, ask your adviser whether recording visits needs their consent where you are.
- When someone asks you to delete their data: open them on Aura's Live page and choose Delete this visitor's data. Their visits, chats and contact details are removed at once.
- If you tell the bot who is signed in, include the marked parts above, and pass only what the bot needs to help.
- If your bot reads finished chats for how they went (Model settings), add "When a chat ends, the model also reads it to summarise it and judge how it went, so we can improve." Aura's Go live step includes it for you.
- If your bot answers in the visitor's language (the switch under Answers in the bot's settings), add "your browser's language, and your country and local time" to what the model receives. Aura's Go live step includes it for you.
- If you connect Slack or Microsoft Teams, the visitor's name and question are posted to your channel when they ask for a person or the bot can't answer. Add a line saying so; Aura's Go live step includes it for you.
This describes how Aura handles data on your site. It is a starting point, not legal advice: have whoever looks after your privacy policy check it.