Privacy Notice

1. Who is responsible

LiveAdviser, Inc is registered in Arizona, United States. Our public business and notice address is 7117 East Rancho Vista Drive, Scottsdale, AZ 85251, United States. Contact support@liveadviser.com for privacy questions or support.

When a business uses LiveAdviser to communicate with visitors or manage its staff, that business generally decides why it needs the records, what information to request, which people can access it and how long it should be kept. We process its service records to provide the software on its instructions, subject to the applicable agreement. In laws that use these terms, the business commonly acts as controller and LiveAdviser as processor for that activity.

LiveAdviser separately determines the purposes of its own website inquiries, account administration, billing, legal obligations and appropriate security activities. Roles depend on the particular use, not simply on the product name. For a request about a business’s conversation, ticket or staff records, contact that business first. We can help route a request and assist it as required by our role and agreement.

2. Information the service handles

The information involved depends on what people provide and which features a Customer enables. It can include:

• Communications and records: messages, ticket details, supplied contact information, timestamps, conversation and visitor identifiers, routing and delivery status, internal notes, customer records, ratings, review comments and associated history.
• Files and audio: uploaded content, filenames and related metadata, safety/scan results, voice notes, and text produced by dictation or transcription.
• Accounts and staff activity: names, work email, roles, team scopes, sign-in and security events, preferences, presence and availability, permitted activity records, quality/coaching records, schedules, forecasts and service metrics.
• Optional assistance: relevant content and context sent to enabled translation, speech, AI, knowledge, identity or workflow providers, their responses, and usage/outcome records.
• Our direct relationship: business inquiry details, organization and contact information, issue descriptions, optional screenshots, browser/device context, support preferences, billing contacts, purchased plans and transaction references.
• Technical information: page and browser information, IP-related connection or abuse-prevention data, session/request identifiers, audit and security events, logs and browser-storage values used by the service.

Please avoid unnecessary sensitive or confidential information in messages and issue evidence. A business may ask for additional information under its own notice; the presence of a free-text box does not mean every kind of information is appropriate to submit.

3. Where information comes from and why it is used

We receive information from people using the service, the Customer and its authorized staff, connected identity or channel providers, configured integrations, and service/browser events. A Customer may add records or context that it is entitled to use. Its notice should explain its sources and purposes.

Information is used to deliver and recover communications; route and resolve requests; maintain customer and staff records; verify identity and apply permissions; provide enabled language, knowledge or workflow assistance; administer subscriptions and payments; investigate issues; maintain service reliability; prevent abuse and protect accounts. Customers can also use enabled quality, supervision and workforce features for their disclosed business purposes.

For our own business relationship, we use inquiry and support information to respond, assess needs and manage the request, and billing/account information to administer the service and meet legal obligations. Permission to answer an inquiry is not permission for unrelated marketing. If we propose a materially different use requiring another notice or choice, we will provide it before that use rather than treating a quiet policy change as authorization.

4. Legal grounds and choices

Where a law requires a legal basis, it depends on the activity and the person concerned. Our direct processing can be needed to take requested steps toward a contract or perform it, meet a legal obligation, or pursue legitimate interests in responding to business inquiries, administering accounts, improving reliability and preventing misuse, balanced against people’s rights. Where consent is required, we rely on that consent for the relevant activity and provide the applicable way to withdraw it.

The Customer must identify its own lawful grounds for its service and staff records. Accepting co-browsing or microphone access is a feature choice, not consent to every other purpose. Withdrawing consent stops the relevant consent-based activity going forward; it does not automatically erase records lawfully processed earlier or remove obligations that apply on another basis.

5. Page sharing and co-browsing

Co-browsing begins with a sharing request that the visitor can accept or decline. When accepted, the service shares a filtered representation of supported page structure, appearance and ordinary public text with an authorized adviser. It also handles the page’s origin/path presentation URL, a generic shared-page title, dimensions, scroll position, permitted guidance/navigation information and consent events. It is not access to unrelated applications, a general desktop recording or a full-screen screenshot stream.

Form values and editable content are excluded from the shared representation, including ordinary text, passwords, selections and file-control values. Hidden or designated private regions are excluded, and co-browsing does not provide form-value editing. Visible page text outside those regions may still contain personal information. Choose appropriate pages and stop sharing when assistance is finished. Navigation has its own approval controls. A visitor’s sharing consent does not override private-field exclusions.

6. Voice, translation and AI

Voice notes, dictation and transcription are distinct functions. Deliberately using them can involve microphone access and processing of audio or text by the configured service or browser/device provider. Translation and AI assistance may send relevant conversation, knowledge or workflow context to the provider enabled for that function. Availability and processing depend on the plan, configuration and Customer instructions.

Provider terms and settings affect their retention, permitted uses and training practices. We do not describe all providers as having the same practices. A particular request setting is not a guarantee about an entire provider. Customers should review the relevant arrangements before enabling a connection and explain the intended use to affected people. Generated results can be wrong; appropriate review and safeguards remain necessary.

7. Supervision and workforce functions

Businesses can authorize administrators, supervisors or other permitted staff to review conversations and activity for support, quality and operational purposes. Access depends on roles, company/brand/department scope and applicable policies. Read-only monitoring is distinct from joining a conversation. The default supervision policy does not add an adviser notification each time monitoring begins; configurable settings may differ.

Quality reviews, coaching, schedules, forecasts and activity metrics can involve information about staff. The Customer must provide appropriate workplace and visitor disclosures, use the information fairly and restrict access. Contact that business for its monitoring and evaluation policy. This notice does not represent that an automatic alert is shown to every person whose records are reviewed.

8. Recipients, payments and processing locations

Information can be received by the Customer’s authorized team and by providers needed for the functions used, including hosting, storage, email, scanning, identity, channels, translation, speech, AI and connected workflows. Our personnel may access information where needed for authorized support, security, administration or legal purposes, subject to the applicable arrangements. A Customer’s separately connected services may have their own notices and responsibilities.

Stripe processes payments through hosted checkout and related payment services. LiveAdviser can receive billing/contact details, amounts, currency, transaction status, invoice/subscription references and refund records needed to administer the account. Hosted payment entry does not mean we receive no payment-related information. See Stripe’s Privacy Policy for its practices and roles.

We may disclose information as legally required, to protect rights and safety, or in a business transfer subject to appropriate protections. Where information is processed or accessed depends on the deployment and enabled providers and may include countries other than your own. Applicable agreements and legally required transfer safeguards govern those transfers. Contact us for information about the arrangements relevant to your account; no single hosting region is promised by this notice.

9. Cookies and browser storage

LiveAdviser uses cookies and browser storage for functions such as staff sign-in, security, optional remembered login, identity-provider continuity, visitor continuity, scoped drafts/recovery and interface preferences. Widget storage also supports visit and assistance-trigger state. Purposes and lifetimes differ; not every first-party value is automatically exempt from a consent requirement.

Customer websites and connected services may use additional cookies or storage under their own notices and choices. The website operator is responsible for obtaining and enforcing any consent required before enabling non-essential technologies, including relevant widget features. On LiveAdviser's own website, we will provide any choices required for non-essential technologies that we use. This notice does not itself provide that consent. You can also remove or block storage through your browser; this may interrupt sign-in, continuity, preferences or unsent-draft recovery. Contact the relevant website operator about its additional tracking practices.

10. Retention and deletion

Records do not all have one retention period. Customer service records follow applicable configured policies, agreed instructions and legal requirements. For our own records, we consider the duration of the relationship, the need to resolve an inquiry or dispute, security/abuse-prevention needs and required accounting or legal records. Provider copies and backups can have different deletion processes. We review what remains necessary and delete or de-identify information when the applicable purpose and obligations no longer require it.

Some secure follow-up links have a 30-day validity period. That limits the particular link’s access authority; it does not mean the associated conversation, ticket, file or backup is deleted after 30 days. Revocation, link expiry, record retention and erasure are different controls. Ask the business about its service-record policy or contact us about our own processing.

11. Protecting information

The service uses measures such as HTTPS, protected staff sessions, authorization checks, company/team scopes, audit events and attachment access subject to the applicable safety policy. Permissions, provider settings and operational practices also affect protection. No system is completely secure, and a feature description is not a security certification.

Protect your account and devices and share only information appropriate to the task. If you suspect a security problem, contact support@liveadviser.com with a minimal initial description. Avoid including passwords, private access links or unnecessary personal information. We can arrange an appropriate way to provide sensitive evidence.

12. Your requests, children and changes

Depending on the law and circumstances, you may have rights to access, correct, delete, restrict or obtain a copy of personal information, object to certain uses, withdraw consent, or complain to the appropriate supervisory authority. Rights are subject to applicable conditions and exceptions. We may need proportionate information to verify a request and protect other people’s information. We will respond within the period required by applicable law.

For records controlled by a business using LiveAdviser, contact that business first; we assist it according to our role. For our own processing, contact the mailbox or postal address below. The business service is intended for organizations and authorized adult account users, not for direct use by children. Child-directed deployments require a separate assessment, agreement and safeguards. If you believe a child’s information was submitted inappropriately, tell the relevant business or contact us.

We may update this notice to explain changes in the service or practices. We will identify the updated date and provide additional notice or seek consent when required. An update does not itself authorize an incompatible new use of information collected under earlier commitments.