Effective Date: July 31st, 2024
This privacy policy applies to the Omnichannel Services provided by Rocket.Chat. While we offer detailed information in the Privacy Notice to help Customers implement these terms into their privacy policy, it is ultimately the Customer's responsibility to adjust their privacy policy in the workspace admin panel to comply with applicable regulations. Rocket.Chat is not responsible for any failures in implementation, and we recommend consulting privacy experts to ensure full compliance.
Definition of Omnichannel Services
Omnichannel is a Rocket.Chat service that integrates various sync and async channels to create a unified user experience and ensure consistency across all touchpoints.
What data is collected through Omnichannel?
Specific administrative settings determine the product's behavior, from data processing consent to the ability to be forgotten.
These settings determine whether Livechat is authorized to store information collected from HTTP header data, such as IP address, User-Agent, etc.
How long are Omnichannel data stored?
The retention periods for messages are determined by the Customer (workspace administrator). Currently, they are unable to set a specific period for automatic deletion of Livechat. However, it is recommended that the workspace administrator removes personal data from conversations according to the applicable regulation. They can do this by accessing the configuration page and following the instructions below:
Is consent required for the end-user to share data?
By enabling the "force visitor to accept data processing consent" field in product settings, you can customize the data processing consent according to the applicable privacy regulations in your country/industry
Where is Livechat data stored?
The location where user-generated data is stored depends on the type of contract between Rocket.Chat and the Customer. If the Omnichannel service is self-managed by the Customer, managing the storage lies with the Customer. However, if the customer opts for our cloud services, then the data will be stored in a database contracted by Rocket.Chat, which is compliant with our privacy policy. The choice of storage location is based on the Cloud Services plan contracted by the Customer and its ability to choose a specific region for data storage.
Data in transit queue handling by Rocket.Chat
We store the data from a message in a queue for up to 24 hours (or less if it can be sent earlier). This ensures message queuing and resend attempts in case of failures, making the process more robust and reliable for Customers.
Where will the data be stored for that period?: The data will be stored on a secured server in the United States. For more information on our subprocessors, please refer to our Privacy Policy - Subprocessors.
Is this data stored regardless of the type of Customer deployment (Self-Managed or Cloud)?: Yes, the data is stored regardless of the deployment type, as it utilizes our cloud services infrastructure.
Contact Us
If you have any questions or concerns about this Privacy Notice or how we handle data in air-gapped environments, please get in touch with our Data Protection Officer (DPO) at [email protected]
Additional Resources
For more information about Omnichannel services, please refer to the following documentation links:
Changes to this Notice
We may update this Privacy Notice to reflect changes in our data practices or legal requirements. Please check this notice periodically for updates. The effective date will be revised accordingly.