Privacy Policy

01Our Role

JourneyGuru's role depends on the interaction.

JourneyGuru as the Business or Controller

JourneyGuru may determine the purposes and means of processing information associated with:

• JourneyGuru website visitors
• JourneyGuru prospects
• Journey Audit requests
• JourneyGuru marketing
• JourneyGuru demo participants
• JourneyGuru account administrators
• billing and commercial relationships
• JourneyGuru support
• security and fraud prevention
• JourneyGuru's own operational analytics
• recruiting or business relationships, where applicable

JourneyGuru as a Service Provider or Processor

When a JourneyGuru Customer uses the platform to process information about its own recipients or users, JourneyGuru generally processes that information at the Customer's direction and subject to the applicable agreement.

Examples may include:

• Customer contact data
• borrower or applicant data
• customer account data
• Journey attributes
• Customer-defined statuses
• conversation content
• communication metadata
• Journey History
• consent records
• outcomes
• AI interaction content
• voice recordings or transcripts
• imported CRM information
• Customer-configured workflow information

Requests concerning information JourneyGuru processes solely on behalf of a Customer may need to be directed to that Customer.

02Information We May Collect

Depending upon how JourneyGuru is used, we may collect or process the following categories of information.

A. Contact and Business Information

Examples include:

• name
• work email address
• telephone number
• company
• job title
• department
• business address
• industry
• information submitted through a Journey Audit, sales, support or contact form

B. Account Information

Examples include:

• account identifiers
• username
• authentication information
• organization membership
• roles
• permissions
• account settings
• account activity

C. Customer Content

Customers may provide or connect information to JourneyGuru in connection with their use of the platform.

Depending upon the Customer and Journey, Customer Content may include:

• contact records
• customer records
• applicant information
• account information
• Journey attributes
• statuses
• events
• transaction-related information
• communications
• attachments
• Customer-defined data fields
• conversation context
• outcome information

The Customer determines the Customer Content it chooses to provide to JourneyGuru, subject to JourneyGuru's Terms and applicable agreements.

D. Communications Information

When communications are transmitted or orchestrated through JourneyGuru, information may include:

• sender and recipient identifiers
• telephone numbers
• email addresses
• caller information
• communication channel
• message content
• email content
• RCS content
• WhatsApp content
• web-chat content
• call content where configured
• timestamps
• delivery events
• read or engagement events where available
• responses
• opt-in and opt-out events
• carrier or provider information
• call duration
• routing information
• communication status
• error information

E. Voice, Recording and Transcription Information

Where a Customer or JourneyGuru configures an eligible experience to record, transcribe, summarize, or analyze a voice interaction, information may include:

• call audio
• recordings
• transcripts
• speaker information
• summaries
• classifications
• extracted information
• conversation metadata
• quality or performance information

Recording or transcription should only be enabled in accordance with the applicable Customer configuration and requirements.

F. Consent, Permission and Preference Information

JourneyGuru may process information designed to help determine whether a communication or Journey action is appropriate.

Examples may include:

• sender
• recipient
• communication channel
• purpose
• communication program
• consent state
• permission state
• date and time
• method of consent
• source
• disclosure shown
• disclosure version
• opt-out
• unsubscribe
• Do Not Call status
• suppression state
• preference settings
• audit evidence
• channel eligibility
• policy eligibility

JourneyGuru may treat permissions as contextual rather than as one universal permission state.

G. Demo Information

JourneyGuru demos may collect information such as:

• name
• work email
• company
• phone number
• selected demo channel
• demo interactions
• responses
• session information

Demo information should not automatically be treated as recurring marketing consent.

H. Integration Information

Customers may connect third-party systems or communications infrastructure to JourneyGuru.

Depending upon the integration, JourneyGuru may process:

• account identifiers
• integration configuration
• tokens or authorization credentials required to maintain a connection
• provider account identifiers
• CRM fields
• communication events
• Customer records
• webhook events
• synchronization information

JourneyGuru should process only the information reasonably necessary to operate the applicable integration.

I. Device, Usage and Technical Information

JourneyGuru may automatically receive information such as:

• IP address
• browser
• device type
• operating system
• referring URL
• pages viewed
• session activity
• application events
• date and time
• error information
• log data
• performance information
• approximate location derived from network information where applicable

J. Cookie and Similar Technology Information

JourneyGuru may use:

• cookies
• browser storage
• pixels
• SDKs
• similar technologies

for purposes described in the Cookie Preferences page.

Optional analytics or marketing technologies should respect the user's applicable cookie choices.

K. AI-Generated or Derived Information

JourneyGuru may use AI or automated systems to produce or assist with:

• summaries
• classifications
• suggested responses
• generated communications
• extracted entities
• Journey state
• routing recommendations
• contextual memory
• outcome analysis
• conversation analysis
• other Customer-configured functions

Such information may be based upon information supplied by JourneyGuru, a Customer, a user, a communication recipient, or a connected system.

03How We Receive Information

JourneyGuru may receive information:

• directly from you
• from a JourneyGuru Customer
• through the JourneyGuru platform
• through communications
• through Customer-configured integrations
• from communications providers
• from CRM or business systems
• automatically from devices or browsers
• from service providers
• from publicly available business sources where appropriate
• through JourneyGuru sales and business activities

Connecting information from a third-party system to JourneyGuru does not itself establish consent for a new communication purpose or channel.

04How JourneyGuru Uses Information

JourneyGuru may use information for purposes including:

• providing the JourneyGuru platform
• operating Journeys
• delivering requested communications
• routing communications
• maintaining Journey context and Journey History
• maintaining communication preferences
• administering accounts
• authenticating users
• providing support
• responding to requests
• providing Journey Audits
• delivering demonstrations
• measuring Journey outcomes
• generating analytics
• operating AI-assisted functionality
• generating, analyzing or summarizing conversations where configured
• connecting third-party services
• detecting abuse
• preventing fraud
• protecting platform security
• monitoring performance
• troubleshooting
• maintaining platform reliability
• complying with applicable legal obligations
• enforcing agreements
• improving JourneyGuru products and services
• conducting JourneyGuru's own sales and marketing where permitted

JourneyGuru should not use Customer Content for purposes unrelated to providing, securing, supporting or improving the contracted JourneyGuru services except as authorized by the Customer or permitted by applicable agreement and law.

05AI and Customer Data

JourneyGuru may use artificial intelligence and automated technologies to provide functionality requested or configured by JourneyGuru or its Customers.

Depending upon the feature, information may be processed by JourneyGuru or by service providers that support AI functionality.

AI processing may be used for:

• conversational interaction
• communication generation
• summarization
• classification
• routing
• contextual memory
• extraction
• analytics
• recommendations
• Journey evaluation
• outcome-related functionality

JourneyGuru Customers determine which eligible AI capabilities they configure for Customer use.

06How Information May Be Disclosed

JourneyGuru may disclose information where reasonably necessary to:

A. Service Providers and Subprocessors

Providers that support:

• cloud infrastructure
• data storage
• communications
• email
• messaging
• voice
• AI functionality
• authentication
• security
• monitoring
• customer support
• analytics
• payment processing
• business operations

Such providers should process information subject to applicable contractual restrictions.

B. JourneyGuru Customers

Where JourneyGuru processes information in connection with a Customer's Journey or communications program, relevant information may be provided to that Customer.

C. Customer-Connected Services

When a Customer directs JourneyGuru to integrate with another service, information may be transmitted to or received from that service as necessary to perform the requested integration.

D. Communications Providers

Information may be transmitted to:

• telecommunications carriers
• messaging providers
• email providers
• voice providers
• WhatsApp
• RCS infrastructure
• push providers
• other communications networks

as needed to deliver or operate communications.

E. Professional and Business Advisers

Information may be disclosed where appropriate to legal, accounting, insurance, security or other professional advisers.

F. Corporate Transactions

Information may be disclosed in connection with a merger, financing, acquisition, reorganization, sale of assets or similar business transaction, subject to applicable safeguards.

G. Legal, Security and Safety

JourneyGuru may disclose information where reasonably believed necessary to:

• comply with applicable law
• respond to legal process
• respond to lawful government requests
• protect rights or safety
• investigate fraud
• prevent abuse
• protect platform integrity
• enforce applicable agreements

07Sale, Sharing and Advertising

JourneyGuru does not sell personal information for monetary consideration.

If JourneyGuru engages in processing that constitutes a “sale,” “sharing,” targeted advertising, or similar activity under an applicable privacy law, JourneyGuru will provide any required disclosures and opt-out mechanisms.

JourneyGuru's Cookie Preferences controls are intended to provide users with available choices regarding optional website technologies.

Where JourneyGuru does not currently operate advertising or cross-context behavioral advertising technologies, no such activity is represented in this Policy.

08SMS, RCS and Mobile Information

If you provide a mobile number and affirmatively enroll in a JourneyGuru messaging program, JourneyGuru may use the mobile number and associated messaging information to provide the communications for which permission was provided.

Message frequency varies according to the applicable program.

Message and data rates may apply.

JourneyGuru does not sell or share mobile telephone numbers, SMS or RCS opt-in information, or messaging consent with third parties, affiliates, or lead generators for their own marketing or promotional purposes.

Mobile opt-in data and messaging consent will not be transferred to another business for that business's independent marketing.

JourneyGuru may disclose mobile information to telecommunications providers, messaging infrastructure providers and other service providers acting on JourneyGuru's behalf as reasonably necessary to provide the messaging service.

For additional information, including opt-out methods, review the JourneyGuru Communications & Messaging Terms.

09Marketing

JourneyGuru may use appropriate contact information to:

• respond to sales requests
• provide requested demonstrations
• communicate about Journey Audits
• provide information a user requests

A requested interaction does not automatically constitute recurring marketing consent for every communication channel.

Where required or appropriate, JourneyGuru will separately request permission for recurring promotional communications.

Email recipients may use available unsubscribe functionality.

SMS recipients may use supported opt-out mechanisms described in the Communications & Messaging Terms.

JourneyGuru should maintain marketing preferences separately from transactional or requested communication permissions where appropriate.

10Cookies and Similar Technologies

JourneyGuru may use cookies and similar technologies.

Categories may include:

• Strictly Necessary
• Functional
• Analytics
• Marketing

The exact technologies in use should be shown in JourneyGuru's Cookie Preferences experience.

Users can review and modify available settings at the Cookie Preferences page.

11Data Retention

JourneyGuru retains personal information only for as long as reasonably necessary for purposes such as:

• providing services
• maintaining accounts
• fulfilling Customer instructions
• maintaining consent or suppression evidence
• resolving disputes
• preventing fraud or abuse
• meeting security requirements
• complying with legal requirements
• enforcing agreements

Retention periods may vary according to the type of information, applicable Customer configuration, contractual requirements and legal obligations.

Customer Content may be retained or deleted according to the applicable Customer agreement and product configuration.

Backups may persist for a limited period following deletion as part of normal disaster-recovery processes.

JourneyGuru should avoid committing to a specific retention period unless that period is operationally enforced.

12Data Security

JourneyGuru uses administrative, technical and organizational measures designed to protect information against unauthorized access, loss, misuse, alteration or disclosure.

No system, network or storage technology can guarantee absolute security.

Customers are responsible for maintaining appropriate security for their accounts, credentials, integrations, users and Customer-configured access permissions.

13International Data

JourneyGuru and its service providers may process information in countries other than the country in which the information was originally collected.

Where required, JourneyGuru will use appropriate mechanisms intended to support lawful international transfers of personal information.

14Privacy Rights

Depending upon where an individual lives and applicable law, they may have rights concerning personal information including the ability to:

• request access
• request correction
• request deletion
• request a portable copy
• object to or restrict certain processing
• withdraw consent
• opt out of certain sales or sharing
• opt out of targeted advertising
• appeal certain privacy-request decisions
• lodge a complaint with an applicable regulator

These rights are subject to applicable exceptions and verification requirements.

JourneyGuru may need to verify identity before completing certain privacy requests.

If JourneyGuru processes information solely on behalf of a Customer, JourneyGuru may direct the request to that Customer.

15Global Privacy Control

JourneyGuru should recognize Global Privacy Control or similar legally recognized browser signals where required and technically applicable.

If JourneyGuru does not engage in activity subject to such an opt-out, the preference center may explain that no applicable sale/sharing activity is currently active.

Not every browser privacy signal creates rights in every jurisdiction.

16EEA, UK and Other International Privacy Rights

Where applicable, JourneyGuru may process personal information under legal bases including:

• performance of a contract
• legitimate interests
• consent
• compliance with legal obligations

Where consent is the basis for processing, consent may be withdrawn subject to applicable requirements.

Where JourneyGuru acts solely as a processor on behalf of a Customer, the Customer generally determines the relevant legal basis.

17Children

JourneyGuru is a business-to-business platform and is not directed to children.

JourneyGuru's own website and services are not intended for individuals under 18 acting independently as consumer users.

JourneyGuru does not knowingly seek to collect personal information directly from children through its own sales, demo or account experiences.

A Customer's use of JourneyGuru involving individuals under applicable age thresholds remains subject to that Customer's responsibilities and applicable agreements.

If JourneyGuru learns that it has improperly collected information directly from a child in a context where it should not have done so, JourneyGuru may take appropriate steps to delete or otherwise address that information.

18Third-Party Services

JourneyGuru websites and services may contain integrations or links to third-party services.

Third-party services operate under their own terms and privacy practices.

JourneyGuru is not responsible for the independent privacy practices of a third party solely because JourneyGuru provides a link or integration to that service.

19Changes to This Privacy Policy

JourneyGuru may update this Privacy Policy as:

• products evolve
• data practices change
• communications capabilities change
• legal requirements change
• business operations evolve

The current version will display the revised Last Updated date.

Where required, JourneyGuru may provide additional notice regarding material changes.

20Contact

Questions concerning this Privacy Policy or JourneyGuru's privacy practices may be directed to:

JourneyGuru

[LEGAL COMPANY NAME]

[BUSINESS ADDRESS]

Privacy

admin@journeyguru.ai

Support

admin@journeyguru.ai

Privacy Requests

[PRIVACY REQUEST URL]

If your request concerns personal information JourneyGuru processes on behalf of another organization, you may also need to contact that organization directly.