Privacy policy
Serene Resolve is a support desk for businesses. Its AI agent and its human team members answer the questions customers send by email and by chat. This page explains what we do with the information that passes through it.
Two kinds of information
- Support conversations. When someone writes to a business that uses Serene Resolve, their messages, attachments and contact details are held for that business. The business decides how the desk is set up and what happens to that information. We handle it on its behalf and only to run the desk for it.
- Your account. If you sign in to Serene Resolve, we hold your name, your email address and your password. We are responsible for that information.
What we collect
- Account details: name, email address and password. Passwords are stored only as a one-way scrambled code, never as the password itself.
- Support content: emails, chat messages, attachments and tickets, with the names and email addresses of the people who wrote them.
- The AI agent’s working notes: what it read and did on each ticket, so its work can be checked.
- Usage records: counts of tickets, replies and AI work, used for billing.
- Basic technical records, such as request times, needed to run and protect the service.
How we use it
We use this information to run the desk: to turn messages into tickets, to let the AI agent draft or send replies the way each business has set it up, to show your team its work, and to bill for the service. We don’t sell personal information, and we don’t use it for advertising.
Passwords, keys and card numbers
If a customer types a password, an access key or a card number into a message, it is replaced before it is stored and before anything is sent to an AI model. This can’t be turned off.
AI providers
The AI agent runs on models from outside providers. We only use a provider whose terms for our account say it doesn’t keep what we send beyond the request and doesn’t train its models on it. A provider without those terms is not used, even as a backup. Today that provider is Anthropic. We don’t train AI models on your conversations either.
Who else handles it
- Cloudflare. Hosts the website, the desk and its database.
- Anthropic. Provides the AI model, under the terms above.
We share information beyond these only when the law requires it.
How long it’s kept
- The AI agent’s working notes. Kept in full for 90 days. From 90 days to 1 year, personal details such as email addresses and phone numbers are replaced with labels. After 1 year the detail is deleted and only totals remain, such as counts, costs and outcomes.
- Original emails. The original copy of an incoming email is deleted after 1 year. The message on the ticket stays.
- Attachments. Kept while the ticket is open and for 1 year after it’s closed, then deleted.
These are the starting settings. Each business can shorten them, or lengthen them up to 2 years, and every change is recorded.
Cookies and storage in your browser
- Signing in sets one cookie that keeps you signed in for up to 12 hours. Scripts on the page can’t read it.
- The chat window keeps your conversation in the browser tab’s own storage, which is cleared when you close the tab.
- We count visits to this website with Cloudflare Web Analytics, which doesn’t use cookies.
- We use no advertising or tracking cookies.
Keeping it safe
Everything travels over encrypted connections. Only people with permission can see the full detail of the AI agent’s work; everyone else sees an outline with personal details hidden. Changes to who can see what are recorded.
Your choices
If you wrote to a business that uses Serene Resolve, ask that business first: it can export or delete your data. Deleting removes your messages, attachments, original emails and the agent’s notes about you. Only anonymous totals stay.
For your own account, or any other question about this policy, email support@sereneresolve.com.
Changes
If we change this policy, we’ll update this page and the date at the top.