Privacy Policy
Assistra provides an AI-powered customer request and operations platform for SMEs. The platform processes tenant accounts, staff profiles, business settings, Knowledge Items, AI settings, customer conversations, leads, appointment requests, order requests, cancellation or reschedule records, catalog data, channel metadata, billing records, operational notifications, webhook delivery records, attachments and audit logs.
Operator details
Assistra operator details will be provided before public commercial launch. Until then, public testing users should contact the Assistra project operator through the support or privacy contact shown in the product or onboarding material.
Tenant and customer data roles
Tenants control the business information and customer data they put into Assistra and decide how they communicate with their own customers. Assistra provides the platform and processes data to deliver the service. Tenants are responsible for giving customers appropriate privacy notices, obtaining permissions or consent where required, and complying with applicable data protection laws.
Purpose of collection
We process personal data to create and administer accounts, authenticate users, route messages, generate AI-assisted replies, ask follow-up questions, prepare operational records, support staff handoff, notify staff, maintain billing and subscription records, monitor reliability, detect abuse, improve safety and provide support.
Information we collect
We may collect account details, tenant and staff profiles, customer messages, visitor identifiers, customer identity links, lead answers, appointment and order request details, cancellation or reschedule details, catalog records, attachments, usage metrics, billing documents, runtime audit logs, tenant security audit events, device/session information and support communications.
Required and optional information
Some information is required to use the platform, such as account credentials, tenant configuration and details needed to create requests. Other information is optional. If required information is not provided, some features, requests, channels or support actions may not work.
AI processing
Customer messages, Knowledge Items, catalog content, tenant AI settings and conversation context may be processed by AI providers to draft replies, ask clarifying questions, summarize conversations or prepare operational records. AI output may be inaccurate and staff remain responsible for final customer and business decisions.
Cross-border processing and third parties
Assistra may use hosting, AI, messaging, payment, security, analytics, email or support providers that process data in Malaysia or other countries. These providers may process data under their own terms and data controls. Tenants should not send unnecessary sensitive data to connected channels or AI-assisted workflows.
Messaging channels
When tenants connect WhatsApp, Telegram or Facebook Messenger, messages and metadata may also be processed by the relevant provider. Tenants are responsible for their own connected accounts, provider compliance, customer opt-in practices and customer communications.
Billing and customer payments
Assistra billing data relates to tenant subscriptions and platform usage. Assistra is not a checkout cart, wallet, escrow provider or processor of tenant customer payments. Tenants should not store unnecessary payment card, bank or identity details in chat, notes or attachments.
Attachments and temporary files
Uploaded files and attachments are not permanent storage. They are used for customer conversation and operations context, may expire or be removed automatically under retention rules, and tenants should keep their own copies of important documents.
Access, correction, export and deletion requests
Tenant data access, correction, export or deletion requests may be handled according to account status, user authority, identity verification, legal requirements, billing or audit obligations, backup cycles and technical limitations. Customers of a tenant should normally contact the tenant business first for requests about their customer records.
Security and retention
Assistra uses tenant isolation, access controls, credential protection, rate limits, webhook validation, audit logs and runtime safeguards. Data may be retained for service delivery, security, billing, troubleshooting, compliance and legal purposes, and may be removed according to retention rules or account status.