Privacy policy

Who we are

Lovelyflows AB, reg. no. 559554-2738, is a Swedish company. We build and run AI customer-service agents for businesses: an agent answers visitors in a chat on the client's website, hands over to the client's team when a person is needed, and the client follows it all in a dashboard. The platform runs on lovelyflows.ai (this site), app.lovelyflows.ai (the dashboard), api.lovelyflows.ai and rt.lovelyflows.ai (the chat's api and real-time connection) and cdn.lovelyflows.ai (the chat widget). "We", "us" and "Lovelyflows" in this policy mean Lovelyflows AB.

Our contact for anything about personal data is privacy@lovelyflows.ai.

Two roles

For our own clients and for visitors to lovelyflows.ai, we decide why and how personal data is processed: we are the controller, and this policy describes that processing.

For the visitors who chat with a client's agent, the client decides: the client is the controller and we are its processor, under the data processing agreement every client accepts. We process those visitors' data only to run the service for the client and for anonymised, aggregated statistics on how the service is used. The section "Visitors who chat with a client's agent" summarises what that means; the agreement has the full description.

Clients and their teams

When a client organisation is set up we store:

• The organisation: name, website, logo, billing status and the Stripe customer id once billing starts.
• Each team member's account: name, email address, profile picture, a hashed password or the link to the Google or GitHub account used to sign in, and whether the email address is verified.
• Memberships and roles (owner, admin, editor, member) and invitations.
• Sessions: the IP address and browser of each sign-in, so sessions can be reviewed and ended.
• What the team does in the dashboard, as far as the service needs it: notes on conversations, approvals of knowledge, the agent's settings.
• Billing events from Stripe: subscription status and invoice dates. Card details are held by Stripe, never by us.

We process this to provide the service under our agreement with the client (Article 6(1)(b) GDPR) and to meet bookkeeping and tax law (Article 6(1)(c)). Emails about the account (verification, invitations, password resets, billing, and a hand-over nobody has picked up) are sent through Resend.

Visitors to lovelyflows.ai

The site works without any data about you. If you accept analytics in the cookie banner, we use PostHog (hosted in the EU) to see how the site is used, and Sentry records a replay of your session with all text masked, to find errors; both are off until you accept and can be switched off again under "Cookie settings" in the footer. Vercel Analytics counts page views without cookies or identifiers. We rely on your consent for the analytics (Article 6(1)(a)) and on our legitimate interest in a working site for error reporting (Article 6(1)(f)).

If you send the contact form or chat with the agent on our site, we keep what you wrote, your name and email address and the company details you gave, so we can get back to you (Article 6(1)(b), steps before a contract). The chat on our site is our own product: the same agent, the same rules and the same retention as every client's, with us as the client.

Visitors who chat with a client's agent

This is where we are the processor. In short: for a conversation we store the messages, any name and email address the visitor gives, the country and device type (never the IP address), the visitor's rating and what the service derives from the conversation, such as summaries and classifications. The client's team sees all of this. Conversations are deleted no later than 180 days after the last activity, and the client can export or delete everything about a visitor at any time.

To answer, the service sends conversation content to AI models at the sub-processors listed at lovelyflows.ai/en/legal/subprocessors. We train no AI models on the conversations.

The widget sets no cookies. It keeps the conversation id in the browser's local storage, and the contact id once the visitor has given their contact details, so the chat is still there on the next page and the next visit and the client's team recognises a returning visitor. Messages not yet sent, and which proactive messages have already been shown, are kept only while the tab is open. The client can choose for the widget to remember the chat only while the tab is open, or not at all. The client's own privacy notice covers the chat on its site.

Who we share data with

We use providers for hosting, database, email, error monitoring and AI models, among other things, under data processing agreements and, for those outside the EU, the EU standard contractual clauses or the EU–US Data Privacy Framework. They are listed, with what they do and where, at lovelyflows.ai/en/legal/subprocessors. For our own clients and our website we also use:

• Stripe: billing. Stripe is a controller for the payment data it holds.
• PostHog: analytics on lovelyflows.ai after consent, in the EU.

We do not sell personal data and we do not share it for advertising. We disclose personal data to authorities only when the law requires it. If Lovelyflows is sold or merges with another company, the data goes with the business, on the same terms.

Where data is stored

The application, the database, backups and file storage are in the EU. Some providers are in the US or may run there; lovelyflows.ai/en/legal/subprocessors says which, and which safeguards apply. You can ask privacy@lovelyflows.ai about the safeguards for a particular transfer.

Security

All traffic is encrypted and stored data is encrypted at rest. Access in the dashboard is governed by roles, and each client's data is kept separate from every other's. The measures in full are in Annex III to the data processing agreement.

How long we keep data

• Client organisations: for as long as the agreement runs. When a client leaves, the organisation and everything belonging to it is deleted within 30 days. A team member's own account is deleted when the person deletes it, or on request to privacy@lovelyflows.ai. Bookkeeping records stay for the seven years Swedish law requires.
• Conversations with an agent: no later than 180 days after the last activity, or 30 days after the client's team deletes one. A visitor's contact details: no later than 30 days after the last conversation is gone. A client can delete a visitor at once.
• Contact-form submissions and leads: for as long as we are in touch with you, and deleted on request.
• Sign-in sessions, with IP address and browser: for as long as the account exists. Error reports and session replays: under Sentry's retention for our account.

Your rights

You can ask us for access to the personal data we hold about you as controller, have it corrected or deleted, restrict or object to its processing, receive it in a machine-readable form, and withdraw a consent at any time. A team member can download their own data under Settings in the dashboard. Write to privacy@lovelyflows.ai; we answer within a month. You can also complain to the Swedish Authority for Privacy Protection (IMY, imy.se).

If you chatted with a client's agent, the client is the controller: ask the client, who can download or delete everything about you from the dashboard. If you write to us instead, we pass your request on.

Cookies and local storage

• lovelyflows.ai: a cookie that remembers your choice in the cookie banner for one year, and, only after you accept analytics, PostHog's cookies.
• app.lovelyflows.ai: the session cookie that keeps you signed in. No analytics cookies.
• The chat widget on a client's site: no cookies; the conversation id, and the contact id once the visitor has given it, in local storage, and unsent messages in session storage.

Changes

We update this policy when the service changes. The date below is the last revision; we email active clients about material changes.