Privacy Policy

ProcuraAI Limited provides Relay. For workspace administration, our own support communications and operation of the service, we act as a controller where we determine the purposes and means of processing.

Connected businesses control their customer communications: they decide which channels to connect, which information to collect, who can access it and how it is used. Relay may act as a processor for those businesses, handling customer communications on their instructions. The business’s own privacy notice also applies. Contact that business first about how it uses your customer data; we can help route a request where appropriate.

• Customer contact details, such as names, email addresses and telephone numbers supplied by customers or connected businesses.
• Messages and conversation content, enquiries, replies, conversation history, timestamps, assignment and status records.
• Channel identifiers, including WhatsApp user and message identifiers, business telephone-number identifiers and identifiers associated with connected accounts or website forms.
• Team and user-account information, including workspace membership, account contact details, roles, teams and preferences.
• Technical and operational records, such as access and error logs, delivery events, device or network information where collected, and service usage records.

Information may come from you, your workspace administrators, customers, website enquiry forms or channel providers. Avoid including sensitive personal information in messages unless it is necessary and the connected business has an appropriate basis for handling it.

Relay processes information to provide the unified inbox, deliver messages, route and assign enquiries, track response-time SLAs, produce workspace analytics, support users, diagnose problems and protect the service against misuse.

Where we act as controller and applicable law requires a lawful basis, processing may be necessary to perform a contract with you, comply with a legal obligation, or pursue legitimate interests in operating, supporting and securing the service, balanced against your rights. Where consent is required, processing depends on that consent and you may withdraw it. These bases depend on the activity; they do not automatically authorise every use of customer communications.

Where we act as processor, the connected business is responsible for establishing its lawful basis, providing notices and issuing lawful instructions, including any additional conditions needed for sensitive data.

Data is available to authorised users of the connected workspace and may be handled by hosting, infrastructure, authentication and operational-support providers as needed to run Relay. Contact us for information about providers relevant to your workspace.

When a business connects WhatsApp or other Meta channels, relevant message content, contact details and channel identifiers pass between Relay and Meta/WhatsApp to operate that integration. Meta and other channel providers may also process data under their own terms and privacy notices; their role depends on the activity.

Information may also be disclosed where required by law, to respond to a valid legal request, or where necessary to protect legal rights. Provider access and disclosures should be limited to what the relevant purpose requires.

Retention depends on the type of information, workspace instructions, service needs and applicable legal obligations. Customer communications may be needed while a workspace uses Relay or to maintain enquiry history. Account, support and technical records may be needed for administration, troubleshooting, security or resolving disputes.

No single retention period applies to every record. Contact us to confirm the arrangements for your workspace. Deletion requests are assessed against those purposes and any legal preservation requirements; residual backup copies may remain until their applicable lifecycle expires.

See Data Deletion Instructions for the request process and possible exceptions.

Security is a shared responsibility. Workspace owners should restrict access to appropriate users, maintain secure accounts and protect connected-channel credentials. Contact us about security concerns or to discuss safeguards relevant to your use of Relay. No online service can guarantee absolute security; this notice does not claim any particular certification or audit outcome.

Depending on a connected channel or provider, information may be processed outside your country, including outside the United Kingdom. Where applicable law requires safeguards for a restricted international transfer, the relevant controller must ensure an appropriate transfer mechanism is in place, such as an adequacy decision or contractual safeguards. Contact us for details of the locations and arrangements relevant to your workspace.

Depending on applicable law and the circumstances, you may have rights to access, correct or erase personal data, restrict processing, object to processing, receive portable data, and withdraw consent where processing relies on consent. Rights may be subject to verification and legal exceptions.

For communications controlled by a connected business, direct your request to that business. For data we control, or if you need help identifying the relevant business, email admin@procuraai.net. You may also complain to the UK Information Commissioner’s Office or another relevant supervisory authority.

Relay is a business service and is not intended for children. If you believe a child’s information has been provided inappropriately, contact the connected business or us so the matter can be reviewed.

This notice may be updated as the service or legal requirements change. The date above identifies the latest version; material changes will be communicated where appropriate.

For privacy questions or requests, contact ProcuraAI Limited at admin@procuraai.net.