ChatBeacon is built on a straightforward principle: the organization using the platform remains in control of its customer conversations and determines how it uses information collected through them. SmartMax Software, Inc. develops, licenses, hosts where applicable, and supports ChatBeacon. Each customer configures its ChatBeacon environment and determines what information its chat experience requests, who may access it, and how it is used within the organization.
This page explains how privacy responsibilities are divided across ChatBeacon and where to direct privacy questions or requests. It supplements applicable customer agreements and product documentation and does not replace SmartMax Software, Inc.’s General Privacy Policy.
You may have arrived through a link in another organization’s privacy policy, AI notice, Trust Center, or technology provider list. This generally means the organization uses ChatBeacon to provide AI-assisted or live chat communications to its customers, website visitors, or other users.
The organization using ChatBeacon determines which features are enabled, what information its chat experience requests, who on its team may access conversations, and how that information is used within its business. Depending on the deployment, the organization may administer ChatBeacon directly, or SmartMax Software, Inc. may host and manage the environment on its behalf.
Hosting and data-management responsibilities vary by deployment model, as explained below. If your question concerns a specific conversation, contact the organization whose website, mobile app, customer portal, or other communication or support channel you used.
ChatBeacon is an enterprise software platform provided to customer organizations. It is not an outsourced customer support service. SmartMax Software, Inc. does not staff its customers’ support teams, respond to their end users on their behalf, or independently determine why a customer collects or uses information through ChatBeacon.
Privacy roles can vary by jurisdiction, contract, and deployment model, so the roles above describe the typical case rather than every case. Separately, SmartMax remains directly responsible for information we collect for our own purposes, including sales, contracting, billing, account administration, support, security, and business operations.
Depending on the customer’s configuration, enabled features, and deployment model, ChatBeacon may process:
The information processed in any given deployment depends on the customer’s configuration, enabled features, deployment model, and the information an individual provides.
Information processed through ChatBeacon is used to provide and support the services configured by the customer. Typical purposes include enabling AI-assisted and live chat functionality, routing and managing conversations, authenticating authorized users, maintaining, securing, and troubleshooting the platform, providing technical support, and meeting contractual and legal obligations.
SmartMax does not sell customer conversation data.
Customers make the implementation decisions that shape their ChatBeacon experience, including deployment model, enabled features, user permissions, published forms, connected knowledge sources, AI settings, agent handoff, integrations, and administrative access.
Operated by SmartMax as a hosted service.
Hosted and managed by SmartMax in an environment provisioned for a single customer.
Deployed in infrastructure the customer operates.
ChatBeacon is available through Cloud, Dedicated Private Cloud, and On-Premise deployments. Data location, storage, access, retention, and security responsibilities vary by deployment model. Customers should review their agreement and product documentation or see Deployment, Data Hosting, and Sovereignty. for details applicable to their environment.
Learn more about our approach to AI oversight, human involvement, and customer control on the Responsible AI Governance page.
When AI features are enabled, ChatBeacon may process conversation content together with customer-approved knowledge sources to generate responses, summaries, classifications, or routing assistance. The customer determines which AI features are enabled, which knowledge sources may be used, and when and how AI-assisted conversations are transferred to a live agent.
How long conversation information is retained depends on the deployment model, customer configuration, contractual terms, and applicable legal requirements. Customers should refer to their applicable agreement, configuration settings, and product documentation as the authoritative sources for retention in their environment.
SmartMax maintains administrative, technical, and organizational safeguards designed to protect the information it processes. Where applicable, SmartMax also engages selected service providers and subprocessors to deliver and support ChatBeacon.
There are two paths, depending on whether your request concerns a customer conversation or information provided directly to SmartMax.
To access, correct, or delete information associated with a ChatBeacon conversation, contact the organization whose website, application, customer portal, or support channel you used. That organization is generally responsible for the information and can act on your request, with assistance from SmartMax where applicable.
For information you provided directly to SmartMax through sales, contracting, billing, account administration, support, or business operations, contact us using the details below. SmartMax will review and respond to your request in accordance with applicable law.
Privacy: privacy@chatbeacon.ai
Security: security@chatbeacon.ai
Business address: 8801 S. Yale, Ste 460, Tulsa, OK 74137 USA
Request the privacy, security, and deployment documentation applicable to your environment. Our team will help you review the relevant data flows, controls, and responsibilities.
