Who we are
Patchwhistle is a product of Cogtix. Cogtixoperates Patchwhistle and is responsible for how it handles the data described on this page. “We” and “us” on this page mean Cogtix. More about Cogtix: www.cogtix.com.
Your account
We store the name and email you sign up with, your sign-in details, your plan, and your trial or subscription status.
Chatbot training content
To train your chatbot we store the text of the public pages we crawl on your website, the text extracted from files you upload, YouTube transcripts, text you paste, and the Q&A you write. We also store a search index built from that text. You can remove any source at any time.
Slack
If you connect the Patchwhistle Slack app, conversations you choose (requests to talk to a person and new leads, or every conversation) are posted to a channel in your own Slack workspace, and replies written there are delivered to the visitor. Slack then holds that copy under your agreement with Slack. Disconnect the app at any time; the messages already posted stay in your workspace until you delete them there.
Connected Google accounts
If you connect a Google account, we ask only for permission to open the Google Drive files you choose in the Google file picker, and to see your email address so you can tell connected accounts apart. We cannot see your other files, and we never change or delete your files.
We read the text of the files you chose to train your chatbot, store it like your other training content, and check those files for changes on your re-sync schedule. Access tokens are stored encrypted. Disconnect the account at any time to delete the tokens and remove its files from your chatbot; you can also remove access in your Google Account settings.
Patchwhistle's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We do not use Google user data to develop, improve or train general AI or machine-learning models.
Chat transcripts
We store conversations between visitors and your chatbot: the visitor's messages, the answers, which pages were used, and any thumbs up or down. You can read them in your dashboard and set a retention period, after which old transcripts are deleted automatically.
The chatbot keeps a random conversation ID and a few preferences (such as language) in the visitor's browser storage, so a chat continues across pages. It does not set advertising cookies.
Visitor leads
When a visitor chooses to leave their name, email or phone number, we store it with their question and conversation, and show it only to the owner of that website. As the website owner, you decide how those leads are used and are responsible for telling your visitors about it, for example in your own privacy notice.
AI processing
To answer a visitor, we send their question, recent messages in the conversation, and the most relevant passages of your content to OpenAI, which writes the answer. Your training content is also sent to OpenAI to build the search index. OpenAI processes this data on our behalf and does not use data sent through its API to train its models.
Monitoring
If you use the Monitoring add-on, we keep the results of checks on your public pages: response times, SSL and domain details, form and journey test results, and alert history.
Payments
Paid plans are processed by Dodo Payments. We store the customer and subscription identifiers needed to match payments to your account. Card details stay with the payment provider.
Subprocessors
- OpenAI: Writes chatbot answers and builds the search index of your content.
- Contabo: Hosts our servers and database.
- Our email delivery provider: Sends sign-in codes, alerts and reports.
- Dodo Payments: Processes subscription payments.
- Google: Only if you choose to sign in with Google.
- Google Analytics: Counts visits to patchwhistle.com pages so we can see which pages help. Not loaded inside your chatbot on your website.
How long we keep data
We keep your data while your account exists. When a trial ends or a plan is cancelled the chatbot stops answering, but your training content, conversations and leads are kept so you can pick up where you left off. Deleting a website permanently removes its chatbot, training content and conversations; leads it collected stay in your account until you delete them. Under Settings → Your data you can download everything we store for your account, or delete the account: that cancels your plan and permanently removes your websites, training content, conversations and leads.
Contact
Questions about this notice or requests about your data go to Cogtix: support@patchwhistle.com. See also Security and Terms.