LiveTok

Last Updated: December 19, 2025

LiveTok ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you use our AI-powered communication platform and services.

1. Information We Collect

1.1 Information You Provide Directly

Account Information: Name, email address, password (hashed), and role when you create an account
Team Information: Team name, member details, and invitation emails
Payment Information: Billing details processed through Stripe (we do not store full credit card numbers)
AI Agent Configuration: Agent names, prompts, tone preferences, voice settings, language, business context, office hours, timezone, and custom customer profile fields
Documents and Content: Files you upload for AI training, website URLs for crawling, and knowledge base content
Communication Data: Phone numbers, WhatsApp business account details, conversation transcripts, and session summaries
Customer Data: Phone numbers and display names of end-users who interact with your AI agents

1.2 Information Collected Automatically

Usage Data: Browser type and version, pages visited, time and date of visits, time spent on pages
Activity Logs: Account actions, team member activities, and timestamps
Session Data: Conversation duration, number of turns, transcriptions, tags, summaries, and metadata from AI agent interactions
Cookies and Tracking: Authentication cookies, session identifiers, and analytics cookies

1.3 Information from Third Parties

WhatsApp: Business account information, phone number details, and message metadata
Twilio: Phone number details, call metadata, and telephony capabilities
Stripe: Payment status, subscription information, and customer IDs
Google Vertex AI: AI processing results and RAG (Retrieval-Augmented Generation) corpus data

2. Legal Basis for Processing (GDPR)

For users in the EU/UK, we process your personal data based on the following legal grounds:

Contract Performance: Processing necessary to provide our services (account management, AI agents, communication channels)
Legitimate Interests: Improving our services, security monitoring, fraud prevention, and analytics
Consent: Marketing communications, optional cookies, and certain data processing activities (you may withdraw consent at any time)
Legal Obligations: Compliance with tax laws, financial regulations, and legal requests

3. How We Use Your Information

Provide, maintain, and improve our AI communication platform
Process payments and manage subscriptions through Stripe
Train and configure AI agents based on your specifications
Enable WhatsApp, telephony, and web communication channels
Generate conversation summaries and analytics
Send service-related notifications and updates
Respond to customer support requests
Detect and prevent fraud, abuse, and security incidents
Comply with legal obligations and enforce our Terms of Service
Conduct internal research and development to improve AI capabilities

4. Data Sharing and Disclosure

4.1 Service Providers

We share data with trusted third-party service providers who assist us in operating our platform:

Google Cloud Platform: Cloud infrastructure, database hosting, and AI processing (Vertex AI, Gemini API)
Stripe: Payment processing and subscription management
Twilio: Telephony services and SMS capabilities
Meta (WhatsApp): WhatsApp Business API integration
Redis Labs: Caching and session management

4.2 Other Disclosures

Legal Requirements: When required by law, court order, or government request
Business Transfers: In connection with a merger, acquisition, or sale of assets (you will be notified)
Protection of Rights: To protect our rights, property, safety, or that of our users
With Your Consent: When you explicitly authorize sharing

We do not sell your personal information to third parties.

5. International Data Transfers

Your data may be transferred to and processed in the United States and other countries where our service providers operate. For EU/UK users, we ensure adequate safeguards through:

Standard Contractual Clauses (SCCs) approved by the European Commission
Service providers certified under the EU-U.S. Data Privacy Framework (where applicable)
Other appropriate safeguards in accordance with GDPR Article 46

6. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy:

Account Data: Until you delete your account, plus 90 days for recovery
Conversation Data: Retained for the duration of your subscription plus 1 year for analytics and compliance
Activity Logs: 2 years for security and fraud prevention
Payment Records: 7 years for tax and financial compliance
Deleted Account Data: Soft-deleted data is permanently removed after 90 days

You may request earlier deletion of your data by contacting us, subject to legal retention requirements.

7. Your Privacy Rights

7.1 Rights for All Users

Access: Request a copy of your personal data
Correction: Update or correct inaccurate information
Deletion: Request deletion of your account and personal data
Opt-Out: Unsubscribe from marketing emails

7.2 Additional Rights for EU/UK Users (GDPR)

Data Portability: Receive your data in a structured, machine-readable format
Restriction of Processing: Limit how we process your data in certain circumstances
Object to Processing: Object to processing based on legitimate interests or for direct marketing
Withdraw Consent: Withdraw consent for processing activities that require consent
Automated Decision-Making: Request human review of automated decisions that significantly affect you
Lodge a Complaint: File a complaint with your local data protection authority

7.3 Additional Rights for California Users (CCPA/CPRA)

Know: Request disclosure of personal information collected, used, and shared
Delete: Request deletion of personal information
Opt-Out of Sale: We do not sell personal information
Non-Discrimination: Exercise rights without discriminatory treatment
Correct: Request correction of inaccurate personal information
Limit Use of Sensitive Data: Request limits on use of sensitive personal information

To exercise your rights, email us at hello@livetok.ai or visit our Data Removal page. We will respond within 30 days (or as required by applicable law).

8. Cookies and Tracking Technologies

8.1 Types of Cookies We Use

Essential Cookies: Required for authentication and core functionality
Analytics Cookies: Help us understand usage patterns and improve our service
Preference Cookies: Remember your settings and preferences

8.2 Managing Cookies

You can control cookies through your browser settings. Disabling cookies may affect functionality. Essential cookies cannot be disabled as they are necessary for the platform to function.

9. Data Security

We implement industry-standard security measures to protect your information:

Encryption in transit (TLS/SSL) and at rest
Password hashing using bcrypt
Role-based access control (RBAC)
Regular security audits and monitoring
Secure API authentication with JWT tokens
Regular backups and disaster recovery procedures

However, no method of transmission over the Internet is 100% secure. While we strive to protect your personal information, we cannot guarantee absolute security.

10. Children's Privacy

Our service is not intended for children under 16 (or under 13 in the U.S.). We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately, and we will take steps to delete such information.

11. AI and Data Processing

Our platform uses AI technologies (Google Gemini, Vertex AI) to power conversational agents. Please note:

Conversation data may be processed by Google Cloud AI services for real-time responses
We do not use your data to train third-party AI models without your consent
AI-generated content is subject to review and may not always be accurate
You retain ownership of your uploaded content and configuration data

12. Third-Party Links and Integrations

Our platform may contain links to third-party websites (e.g., WhatsApp, Stripe, Twilio) and integrations with external services. We are not responsible for the privacy practices or content of these third parties. We encourage you to review their privacy policies before providing any personal information.

13. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of material changes by:

Posting the updated policy on this page with a new "Last Updated" date
Sending an email notification to your registered email address
Displaying a prominent notice on our platform

Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

14. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Email: hello@livetok.ai
Data Removal Requests: Data Removal Page

15. Data Protection Officer

For EU/UK users, if you have concerns about how we handle your personal data, you may contact our Data Protection Officer at hello@livetok.ai.