Privacy Policy

1. Who we are and what this policy covers

ProntoChat is a managed live chat and answering service that has helped businesses capture, qualify, and deliver leads since 2013. This Privacy Policy explains how we handle personal information when you visit our website, contact us, or interact with a chat we operate on behalf of a business that uses our service.

When we provide live chat on a client's website or channels, that client is the owner of the conversation data and decides why it is collected. In those cases we act as a service provider (a processor) for the client, and the client's own privacy notice also applies. For our own website and inquiries, ProntoChat is the controller of your information.

You can reach us any time at info@prontochat.com or (916) 847-9493, or by mail at 1677 Buena Vista Drive, Yuba City, CA 95993.

2. Information we collect

Information you provide. When you contact us, book a demo, start a trial, or chat with an agent, we collect the details you share, which may include:

• Your name, email address, phone number, and company name
• Messages you send through our contact form
• Chat conversations and full transcripts, including anything you choose to share during a chat
• Appointment and scheduling details when you book a time with us or a client

Information collected automatically. To operate the service reliably and securely, we and the chat system we use collect basic technical information such as your IP address, browser type, device information, and cookie identifiers. We do not run advertising trackers or sell behavioral data. If we add standard website analytics or Google Search Console in the future, we will update this policy.

3. How we use information

We use the information above to deliver and improve the service, specifically to:

• Operate the live chat, greet visitors, and answer questions in real time
• Qualify, route, and book leads against the criteria a client sets
• Connect live calls between a qualified lead and a client's team
• Deliver leads and transcripts into a client's CRM
• Respond to your inquiries and provide support
• Process payments, prevent fraud and abuse, and keep the service secure
• Meet our legal, tax, and contractual obligations

4. Cookies and similar technologies

Our website and chat widget use essential and functional cookies. The chat system sets cookies so a conversation can stay connected, remember context within a session, and function correctly across page loads. We do not use advertising or cross-site tracking cookies.

You can control or delete cookies through your browser settings. Blocking essential or chat cookies may prevent the chat from working as intended. If we add a cookie banner or consent tool later, this section will describe how to use it.

5. How we share information

We do not sell personal information. We share it only with service providers (subprocessors) that help us deliver the service, and only as needed for that purpose. These include:

• Clover, for payment processing under PCI-compliant handling
• Client CRM integrations, to deliver leads and transcripts to the business you contacted
• Twilio, to connect live calls between leads and a client's team
• Resend, to deliver contact-form messages to us by email
• Our booking and trial platforms (meet.prontolivemarketing.com and engage.prontolivechat.com), to schedule demos and start trials

We may also disclose information when required by law, to protect our rights or the safety of others, or in connection with a business transfer. Each provider is bound to use the information only to perform its service for us.

6. Healthcare data and HIPAA

Some of our clients are healthcare providers. Where ProntoChat handles protected health information (PHI) on behalf of a covered entity, we act as a Business Associate and sign a Business Associate Agreement (BAA) with that client. PHI is handled under the terms of the applicable BAA and under HIPAA and other applicable law.

7. Data retention and security

We keep personal information for as long as needed to provide the service, support our clients, and meet legal and contractual obligations, after which it is deleted or de-identified. When we act as a processor for a client, retention also follows that client's instructions.

We use reasonable administrative, technical, and physical safeguards to protect information, including access controls and PCI-compliant payment handling through Clover. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

8. Your privacy rights

Depending on where you live, you may have rights to access, correct, delete, or receive a copy of your personal information, and to object to or restrict certain processing. We serve businesses in the United States, Canada, and Australia, and these rights may arise under laws such as the California Consumer Privacy Act (CCPA/CPRA), Canada's PIPEDA, and the Australian Privacy Act.

To make a request, email us at info@prontochat.com. We will verify your request and respond as required by applicable law. If your information was collected through a chat we operate for a client, we may direct your request to that client, who controls the data, and assist them in responding. We will not discriminate against you for exercising your rights.

9. Children's privacy

Our service is built for businesses and is not directed to children. We do not knowingly collect personal information from children. If you believe a child has provided us information, contact us and we will delete it.

10. Changes to this policy

We may update this policy from time to time. When we do, we will revise the date at the top of the page, and significant changes may be highlighted on this page. Your continued use of the service after an update means you accept the revised policy.

11. Contact us

If you have questions about this policy or your information, contact ProntoChat at info@prontochat.com, (916) 847-9493, or 1677 Buena Vista Drive, Yuba City, CA 95993.