Privacy Policy

1. Who we are

Vichats is a live chat service with AI replies for websites, run by an individual based in Indonesia ("Vichats", "we", "us"). This policy explains what personal data Vichats handles, why, and what choices you have. Contact: support@vichats.com.

2. Two kinds of data, two roles

• Account data: data about the businesses and team members who use the Vichats dashboard. For this data, Vichats decides how it is used.
• Chat data: conversations between a business and the visitors of its website or direct chat link. Here the business that uses Vichats decides what happens with the data, and Vichats only stores and processes it on that business's behalf. If you chatted with a business through Vichats and have a question about your chat, please contact that business first. We will help them answer you.

3. What we collect

From account holders and team members

• email address, name and phone number (if you add them), and your password, which is stored only as a salted hash;
• your settings: AI instructions, widget designs, shortcuts, greeting and pre-chat form settings, sound preferences;
• login records such as time of last login, and technical logs needed to keep the service secure.

From website visitors who use a Vichats chat

• the messages they send and receive, and any images they send (text in images is read automatically so the AI and agents can understand it);
• name and email address, if the business asks for them in a pre-chat form and the visitor gives them;
• technical details: IP address, an approximate country worked out from the IP address on our own server, browser, device type, and the address of the page they are on;
• a preview image of the public web page the visitor is on, so agents can see the page in question.

From visitors of vichats.com: the usual web server logs (IP address, browser, pages requested), and anything you write in our own live chat.

4. Why we use it

• to provide the service: show live visitors, deliver messages, generate AI replies, hand chats to human agents, and keep chat history and reports;
• to send emails you need: account confirmation, password resets, chat transcripts and the daily report (the last two only if the account Owner turns them on);
• to keep Vichats secure: prevent abuse, spam and attacks, and let businesses ban abusive visitors;
• to fix problems and improve the service during the beta.

We do not sell personal data, we do not show ads, and we do not use chat data to train AI models.

5. AI replies

When a business uses the Vichats AI, a visitor's messages (including text read from images) and the business's AI instructions are processed by AI models that run on servers operated for Vichats. These models answer the chat and do not learn from it. A business can choose to connect its own AI provider or its own server (AI Actions); in that case the relevant messages and details are sent to that provider or server, under the business's responsibility.

6. Where data is stored and who helps us

We use a small number of trusted service providers to run Vichats:

• Hosting provider: a dedicated server that runs the database, uploaded images, our email server and a backup AI.
• Cloud GPU provider: rented servers that run our main AI model. Chat text is sent there through an encrypted connection to generate replies and is not stored there by us.
• Network and security provider: protects and speeds up our websites and passes traffic through to our server.
• Web font provider: some of our pages load fonts from a third party, which receives your IP address when the font is loaded.

These providers may process data outside Indonesia. We only share what each one needs to do its job.

7. Cookies and browser storage

Vichats uses only what it needs to work: a login cookie for the dashboard, and in the chat widget a small amount of browser storage that keeps a visitor's conversation going between pages and remembers which messages were already read. We do not use advertising or tracking cookies.

8. How long we keep data

• Account data is kept while the account exists, and deleted when the account is closed.
• Chat history is kept while the business's account exists, unless the business deletes it sooner.
• Server logs are kept for a limited time and then removed automatically.
• Backups of the server are kept for up to 14 days, so deleted data may remain in a backup until that backup expires.

9. Keeping data safe

All connections to Vichats use encryption (HTTPS). Passwords are stored as salted hashes, the signing secrets for AI Actions are stored encrypted, access to the server is limited and protected by keys, and backups are made every night. No system is perfectly secure, but if a security problem affects your personal data, we will tell the affected account Owners without delay.

10. Your rights

Under Indonesia's Personal Data Protection Law (Law No. 27 of 2022) and similar laws, you can ask to see the personal data we hold about you, correct it, get a copy of it, or have it deleted, and you can withdraw consent you have given. Account holders can update most details themselves on their Profile page. For anything else, email support@vichats.com. If your request is about a chat with a business, we may pass it to that business, because they decide about that data.

11. Children

Vichats accounts are only for people aged 18 or older. Vichats is not meant for children, and we do not knowingly collect children's data for our own purposes.

12. Changes to this policy

We may update this policy as Vichats changes. The date at the top shows the latest version. If a change is important, we will tell account Owners by email or in the dashboard.

13. Contact

Questions or requests about privacy: support@vichats.com, or use the live chat on this website.