Data Privacy and Security Overview

1. Account access and user permissions

Account owners should regularly review who has access to the workspace, which users have administrator permissions, and whether staff or contractor access still matches current responsibilities.

2. Sensitive information handling

Users should avoid storing unnecessary sensitive information in contact records, conversations, notes, forms, or automations. If sensitive information is required for business operations, it should be handled carefully and only by authorised users.

3. Communication responsibilities

If the account uses SMS, email, WhatsApp, phone, or conversation tools, users are responsible for reviewing message content, opt-out handling where relevant, customer consent responsibilities, and appropriate use of communication channels.

4. AI-assisted tool boundaries

AI-assisted tools should not be used to guess about private account matters, legal issues, financial issues, medical issues, migration matters, tax questions, complaints, or sensitive customer data. Escalation rules should be reviewed before AI-assisted tools are used with customers.

5. Data access after staff changes

When a staff member changes role or leaves the business, account owners should review user access, assigned contacts, conversations, workflows, calendars, billing permissions, and reporting access.

6. Safe support request preparation

When submitting a support request, users should include useful examples and screenshots, but should avoid sharing unnecessary sensitive information. Support requests should include the affected area, expected result, actual result, and relevant context.

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