Privacy policy

When you chat with a Relay assistant on a client's website, we handle:

• Your messages and the assistant's replies, and any rating you give a reply.
• The page you're on: its address and details the website shares about it (for example the product you're viewing), so answers fit the page.
• Technical details: your browser's user agent and a one-way, keyed hash of your IP address, used to prevent abuse. We don't store your raw IP address.
• A random visitor ID kept in your browser's local storage, and your current conversation kept in session storage so it survives a page change. Neither is a tracking cookie, and neither is used for advertising.
• Contact details you choose to leave: if you use “Leave a message”, your name, email, optional phone number and message go to that company's team, with your consent.

We use this information to answer your questions, look up information the company has provided (such as stock or order status), hand your question to their team when needed, and help them improve their assistant. We don't sell it, and we don't use it to build advertising profiles.

People at our clients who use the Relay portal, and Unchained staff who use the console, have an account tied to their email address. We keep their name and email, sign-in records, and a log of changes they make (for example publishing a new version of an assistant) so teams can see who changed what.

Signed-in areas use cookies that keep you signed in. They're required for the portal and console to work.

If you use “Talk to us” on this site, we keep what you send (name, email, company, website and message) to reply and follow up about Relay. We also keep a keyed hash of your IP address to limit abuse of the form.

We use a small number of service providers to run Relay. Each receives only what it needs:

• Anthropic provides the AI model that writes the assistant's replies. Conversations are sent to it to generate answers.
• Supabase hosts our database, file storage and sign-in.
• Vercel hosts the Relay application and the chat widget.
• Resend delivers our emails, such as messages you leave for a company's team and sign-in codes.

We may share information if the law requires it, or to protect the safety of people or the service.

Chat transcripts are deleted automatically after the retention period the client chooses: 90 days by default, and no longer than two years. When a transcript is deleted, contact details left in that chat are removed with it. A client can choose to keep a specific conversation longer, for example when it's part of a customer issue.

Usage totals without message content (such as the number of conversations per day) may be kept longer for billing and reporting. Account information is kept while the account is active. Inquiries sent to us are kept while we're in touch and deleted on request.

Information is encrypted in transit. Each client can only see their own data, enforced in the database itself, and staff access is limited to Unchained accounts on an allowlist. No system is perfectly secure, but we work to keep yours safe and will notify affected clients of a breach as the law requires.

You don't have to use a website's chat, and you can clear the visitor ID any time by clearing your browser's site data. Please don't share sensitive information, such as payment card numbers or health details, in a chat.

Depending on where you live, you may have the right to access, correct or delete your information, or object to how it's used. For a website chat, contact the company whose site it was; we'll help them respond. For anything else, contact us and we'll reply within 30 days.

Relay isn't directed at children under 13, and we don't knowingly collect their information. If you think a child has shared information with us, contact us and we'll delete it.

If we change how we handle information, we'll update this page and the date at the top. For significant changes, we'll also let our clients know in advance.