Information used by the service
We process account name, email address, a password hash, organization and website settings, team memberships, messages and customer information supplied through the widget or an authorized integration. Private attachments are stored separately from public website assets. Session and security records support sign-in, abuse prevention and troubleshooting.
Purposes
Account information lets us provide the service you request. Conversation data delivers support messages, search and relevant notifications. Security data helps protect the service and investigate misuse. Private notes remain available to authorized teammates and are excluded from visitor messages and AI conversation context.
Essential storage
The web application uses a session cookie. A language-preference cookie remembers your selection. The widget stores a scoped visitor session so anonymous history can be restored on the same browser. Clearing that storage starts a new anonymous session. The marketing website does not include advertising trackers.
Organizations and their customers
Organization owners control which websites use the widget and which teammates can access conversations. A business using SupportWhale remains responsible for its use of customer information. If you contacted a business through its widget, contact that business about your conversation data first.
Providers and AI
The application and database use DigitalOcean infrastructure. Search is derived from the database. Configured email and private file-storage providers deliver those features. When an organization enables an AI agent, the selected DigitalOcean inference service receives the necessary public conversation messages plus that organization’s agent instructions and knowledge. Avoid putting secrets or unnecessary sensitive information in agent knowledge. Human takeover stops future automatic replies; it does not retract a request already sent to the provider.
Billing and payments
For paid plans and credit purchases, we process your billing name, email, address, country and optional VAT number, along with VAT validation results, usage, payment references and invoices. Mollie processes payment details and authorization; SupportWhale stores payment identifiers and status, not card numbers or security codes. VAT numbers may be checked through the European Commission’s VIES service. Billing access is limited to authorized roles. Invoices and related records can be retained for applicable legal obligations even after account or conversation deletion.
Retention and deletion
Active accounts and organizations retain the data needed for their service. Account deletion removes personal account access and memberships while anonymizing references in retained team messages. Organization deletion blocks access immediately and queues deletion of its associated data and private files. Backups, security records and legally required records may follow separate retention criteria; deletion does not promise immediate erasure from every backup.
Your choices and requests
Update your profile and notification preferences in Account settings. You can request access, correction, export or deletion through our contact page. State the relevant account or organization; we may verify authorization before disclosing data. Applicable rights and limits depend on the processing and law. You can also contact your data-protection authority.
Contact
Contact the SupportWhale support team about this notice or your data. SupportWhale is provided by BladeBV. We update this notice when data practices change.