Privacy Policy

Effective date: 12 October 2026  ·  Last updated: 12 October 2026

This policy explains what HelpAlive collects, why, who helps us process it, how long we keep it, and the choices you have. It covers our website (helpalive.com), our dashboard (app.helpalive.com), our documentation site (docs.helpalive.com), and the HelpAlive assistant that our customers add to their own web apps.

1. Who we are

HelpAlive, Inc. ("HelpAlive", "we", "us") is a Delaware corporation at 1111B S Governors Ave Suite 97728, Dover, Delaware 19904, United States. You can reach us about anything in this policy at support@helpalive.com.

HelpAlive is an AI assistant that software companies (our "customers") add to their web app with one script. Inside that app, the people who use it ("end users") can ask questions in a chat, or ask the assistant to walk them through a task (a "walkthrough"). In a walkthrough, the assistant reads the page and guides the end user, or clicks and types on their behalf, one step at a time, while the end user watches. It does not take screenshots or record the screen.

2. Our role: controller or processor

• For our customers and their staff (the people who sign up for and use our dashboard), for visitors to our website and documentation, and for people we contact about our service, we decide how data is used, so we are the controller.
• For end users, we process data on behalf of the customer whose app they are using, under our Terms of Service and our Data Processing Agreement. The customer is the controller, and we are its processor (a "service provider" under US state privacy laws). If you are an end user, the customer's own privacy notice applies to you, and requests about your data are best sent to that customer first. We will help the customer answer your request, and you can also write to us.

3. What we collect from customers, their staff and website visitors

• Account details: name, work email, password (never stored in readable form), company name, website and size, and job role.
• Team details: who invited whom, member status, sign-in times, and sign-in sessions (with the device's IP address and browser, and a session identifier).
• Billing details: company name, the admin's email, billing address and tax ID, and the subscription, invoices and usage counts. Card details are entered on Stripe's own pages and never reach our servers.
• Settings and content you give us: the assistant's settings, and the help documents you upload or ask us to read from your public help site. We keep their text, not the original files.
• Use of the dashboard: our dashboard runs HelpAlive itself, so we collect the same kinds of data about our customers' staff as sections 4 and 5 describe for end users, in our own HelpAlive workspace.
• Messages you send us, for example to support@helpalive.com, and records of our conversations with you about our service.
• Website visitors: what you send us through our contact and booking forms; and, if you ask to watch our demos, your email address, the time, which demo you chose, your browser details and a pseudonymised form of your IP address, so that we can give you access and know who has watched. If the form offers a box to hear from us and you tick it, we keep that choice too. Your demo access lasts 7 days, held in your browser's local storage.
• People we contact about HelpAlive: business contact details (name, work email, job title, company, and public professional profiles such as LinkedIn) that we find in public sources or get from business-data providers, and whether you reply to or open our emails. You can ask us to stop at any time.

We need your account details to open and run your account; without them we cannot provide the dashboard.

4. What the HelpAlive script collects in a customer's app

The customer decides whether to add our script to their app and when to load it, including whether to wait for the end user's consent first. Once loaded, the script collects:

• Usage events:
  • pages viewed, with secret-looking parts of the address removed in the browser (such as tokens, keys, session and user ids and emails, and anything after "#");
  • clicks, with the element's visible label;
  • changes to form fields, with the value entered or chosen (fields the page marks as password, payment card or one-time-code fields, and values shaped like a card number, are left blank);
  • form submissions, without field values;
  • error messages shown on screen, and short excerpts of error replies the page receives from the customer's own servers;
  • which elements were on screen;
  • any custom events the customer chooses to send us.
• Device details: browser and operating system family, device type, language, window size, and a shortened browser description.
• Identifiers:
  • a random browser id, and a random visit id that ends after 30 minutes of inactivity;
  • the customer's organisation id and name;
  • the end user's id, pseudonymised in the browser before it reaches us. It is a pseudonym, so it is still personal data, not anonymous data.
• Profile details the customer chooses to pass to us: display name, email, role, plan and sign-up date.

What it never collects:

• screenshots or screen recordings, or keystroke timing;
• cookies (it uses no cookies);
• anything typed into a field the page marks as a password, payment card or one-time-code field, or a value in a form field that is shaped like a card number.

The script keeps a few items in the browser's local and session storage, under the customer's own website: the random ids, usage events not yet sent, the assistant's settings, a reference to the current chat (kept for 3 days) and the walkthrough in progress. Signing out, or a different person signing in, clears the chat and walkthrough items.

5. What the assistant reads, and the AI providers that process it

The assistant reads the page only when an end user opens the chat, asks a question, or asks for a walkthrough. It reads what is on the current page, including its text and the values shown in form fields. It never reads fields the page marks as password, payment card or one-time-code fields, file-upload or hidden fields, or any value shaped like a card number; it sees only whether they are filled. A code typed into a text field the page does not mark is read like any other value.

With that, it reads the question (and the answers the end user gives it), the recent conversation, the full page address and title, recent activity in this visit, the browser's time zone and local date, the end user's role, plan and account age if the customer provided them, and relevant content from the customer's help documents.

This content is not redacted before the AI model reads it, because the assistant needs to see the page as it is to help. The email address from the end user's profile is never included in what the AI model receives; an email address or other personal data that is visible on the page, or that the end user types in the chat, can be. The assistant may greet an end user by first name.

We send this to our AI providers to generate the answer or the next step. They are named, with what they receive, at helpalive.com/legal/sub-processors; which of them handles a given request is our choice and can change. Each provider's terms, or its settings for our account, commit it not to use our requests to train its models, and each normally keeps requests for up to 30 days to check for abuse, and longer only where its policies allow it, such as a legal obligation or a request flagged for abuse; we ask them not to store requests where they offer that choice. The customer's help-document text also goes to our AI providers. Adding a new AI provider is a change to our sub-processor list, with 30 days' notice to customers.

The chat panel tells end users that HelpAlive is an AI and can make mistakes; customers cannot remove that line. The assistant does not make decisions about people on its own that have legal or similarly significant effects; a customer that uses it in such a process must have a person review and confirm (Terms section 7).

6. How we protect data

HelpAlive handles data in two ways, and we protect them differently:

• Usage events (section 4) are recorded the whole time the script runs. Before they are stored, automated redaction finds and replaces names, email addresses, phone numbers, IP addresses, card numbers and US social security numbers in English text. It does not cover ids, page addresses, custom events or the profile details a customer passes to us. It is automated, so it can miss things.
• Chats and walkthroughs (section 5) happen only when an end user uses the assistant. Their content is not redacted, so the assistant can read the page accurately. It is kept as section 9 describes. The customer's admins and our team can view it, and our providers process it only as section 8 describes. If the customer has not turned on verified users, we cannot confirm who is using the chat, so someone other than the end user could also read that end user's chats.

All data travels encrypted (HTTPS). Each customer's data is kept logically separate from other customers' data. Sign-in is protected by secure password storage, emailed verification codes and limits on repeated attempts.

7. Why we use data, and our legal bases

Improving HelpAlive: we may use de-identified data from the Service to improve HelpAlive for all customers. We do not use data that identifies anyone to train AI models shared across customers. To opt out, email support@helpalive.com.

We do not sell personal information. We never sell or share data from our dashboard or from the HelpAlive script for advertising. On our website, the LinkedIn Insight Tag runs only with your consent, and may count as "sharing" for cross-context behavioural advertising under California law; you can refuse it or withdraw consent in the cookie banner.

8. Who we share data with

We use these service providers. Each one receives only what it needs to do its job for us. The providers that handle end users' data are also listed, with any changes, at helpalive.com/legal/sub-processors.

We may also disclose data:

• when the law requires it;
• to protect the rights and safety of our users or of HelpAlive;
• to a buyer or successor if HelpAlive is involved in a merger or sale, under the same protections.

Customers' admins can read their end users' chat conversations and walkthroughs in the dashboard. Customers are responsible for telling their end users about this.

9. How long we keep data

When a customer deletes an end user or an organisation in the dashboard, their usage data and their chat and walkthrough content are deleted; deletion starts at once and is complete within 15 minutes. What remains (dates and counts we need for billing) is no longer linked to the person. When a customer asks us to delete its whole workspace, we delete it within 30 days, including its copies at Stripe (paid invoices stay there, as tax law requires) and in our customer records. A sign-up that never adds its card is deleted after 7 days. Copies in logs and backups expire on the schedules above.

When a customer's subscription ends, we delete its workspace no later than 90 days afterwards, or sooner if it asks; if it asks for an export within those 90 days, we delete only after delivering it.

10. Your rights

Depending on where you live, you may have the right to:

• access your personal data, or receive a copy of it;
• correct it;
• delete it;
• restrict or object to its use, including to our use of de-identified data to improve HelpAlive;
• move it to another service;
• withdraw consent you gave;
• complain to your data protection authority.

To use any of these rights, email support@helpalive.com. We answer within 30 days. We may need to confirm who you are first.

If you are an end user, we process your data for the customer whose app you use, so we pass your request to that customer and tell you we have done so. Customers can delete an end user, or stop collecting data about one, directly from the dashboard.

California and other US state residents: you have the rights above, including the right to know, delete and correct, and the right not to be treated differently for using them. We do not sell personal information, we share it only as section 7 describes for our website, and we do not use sensitive personal information to infer anything about you.

11. International transfers

We store data in the United States. When personal data from the EU, the UK or Switzerland comes to us, we rely on the European Commission's Standard Contractual Clauses (and their UK and Swiss equivalents): for our customers' end-user data, through our Data Processing Agreement; for our providers, through their data processing terms. We are not certified under the EU-US Data Privacy Framework. Email us at support@helpalive.com for a copy of these safeguards.

12. Children

HelpAlive is a business service and is not meant for children under 16. We do not knowingly collect their data. Customers may not use HelpAlive in apps meant for children under 16.

13. Cookies

Our website uses cookies for analytics and advertising measurement, only with your consent through the cookie banner. See our Cookie Policy (helpalive.com/legal/cookie-policy). Our dashboard uses one cookie that keeps you signed in, and no others. The HelpAlive script in our customers' apps uses no cookies; it uses the browser storage described in section 4.

14. Changes to this policy

When we make a material change, we will update the date above and tell customers by email or in the dashboard at least 30 days before it takes effect. A change that a law or an urgent security issue requires can take effect sooner; we will tell you as soon as we can.

15. Contact

HelpAlive, Inc., 1111B S Governors Ave Suite 97728, Dover, Delaware 19904, United States · support@helpalive.com