Privacy Policy

Effective date: 7/21/2026

1. Introduction

This Privacy Policy (“Privacy Policy”) applies to the use of Sentiment Stream (the “App”) and related products and websites provided by Service Innovations (hereinafter also referred to as “we” or “us”). The App is an application for the LiveChat platform that analyzes chats in a LiveChat account to present customer-sentiment insights.

This Privacy Policy applies and has effect in respect of all services, products, and software made available by us, as well as any online features relating to our websites and their content (the “Service(s)”).

If you have any questions or comments about this Privacy Policy, please contact us at contact@serviceinnovations.net.

We are committed to protecting and respecting your privacy. This Privacy Policy explains the basis on which personal information we process will be handled by us or on our behalf. For personal data you supply to us directly (for example, when you contact us), we are the “controller”. For the chat data and end-customer information processed through the App on behalf of a LiveChat account, that account is the “controller” and we act as its “processor”, processing that data only to provide the App and on the account’s instructions. We comply with proper and applicable data protection laws, including the General Data Protection Regulation 2016/679.

We encourage you to read this Privacy Policy carefully, as it contains important information about the following:

• What information we may collect and process;
• How we will use the information we collect;
• Whether we will disclose your details to anyone else; and
• Your choices and rights regarding the personal information provided to us.

We may make changes to this Privacy Policy in the future. You should check this page from time to time to ensure you are aware of any changes. Where appropriate, we may notify you of such changes.

2. Information we may collect

When a LiveChat account installs and uses the App, we collect and process the following through LiveChat’s official APIs and webhooks. This may include personal data:

• Chat content. Messages and transcripts from chats in the account, including customer and agent messages and their timestamps. This content is used to compute sentiment.
• Chat and queue metadata. Chat status, queue and assignment events, wait times, and pickup and transfer events.
• Reference data. Agent and group names, identifiers, roles, and group memberships, used to label the dashboard and to control who may view it.
• Derived data we generate. Per-message and per-chat sentiment scores, short summaries explaining a chat’s sentiment, and one-line topic labels.
• Authentication data. Session tokens issued by LiveChat that let the App access the account on its behalf. We validate these tokens with LiveChat and do not receive or store your LiveChat password.

We do not intentionally collect special categories of personal data, and we ask that you do not use the App to process such data.

3. Collecting, processing, and using personal data

We obtain the information above from the connected LiveChat account when the App is installed and used. We process it only to provide the Service, and it is disclosed or transmitted only as described in this Privacy Policy or where necessary to render the Service.

Because we use Text, Inc.’s Services, you may be interested in reviewing their privacy policy. LiveChat’s privacy policy is available at https://www.livechat.com/legal/privacy-policy/.

4. Why we collect information: purpose of processing

We use the information above only to deliver and operate the App: to score sentiment, to generate the explanations and topic labels, to display the dashboard, to compute queue and speed-to-answer metrics, and to enforce which agents may view the dashboard. This processing is necessary for us to provide the Service properly. We do not use your data for advertising, and we do not sell your data.

5. Sub-processors

We rely on the following service providers to run the App. They process data only as needed to provide their services to us, under appropriate safeguards:

• Cloudflare, Inc. Hosting, compute, and storage on Cloudflare’s global network (including Workers, Durable Objects, D1, KV, and R2).
• Deep Infra, Inc. Machine-learning inference. Relevant chat message content is sent to Deep Infra to compute sentiment scores and to generate the summaries and topic labels. Requests are routed through Cloudflare’s AI Gateway.
• PostHog, Inc. Product analytics. We use PostHog to understand how our website and the App are used, so we can monitor performance, troubleshoot, and improve the product. It processes usage and interaction data on our behalf, as described in Section 7.

6. Data retention

We retain chat and derived data for a limited window to power the dashboard. The default retention period is 30 days, and it can be configured for an account. When the App is uninstalled, we delete the account’s data, including any archived copies, as part of our uninstall process.

7. Analytics, cookies, and local storage

We use PostHog as a product analytics service on our Sites and within our Service. PostHog helps us understand how users interact with our product so that we can monitor performance, troubleshoot issues, and inform product improvements. It collects usage information such as pages and screens viewed, features used, and actions taken (for example, clicks and navigation), together with standard log information (such as IP address, browser type, and operating system). This is usage and interaction data; it does not include the content of your chats. PostHog processes this information solely on our behalf and in accordance with our instructions. We do not sell this analytics information, and we do not share it with third parties for their own advertising or marketing purposes.

We do not use tracking or advertising cookies. To provide the App and the analytics described above, we use your browser’s local storage and session storage, including Local Storage Objects (LSOs) available in the HTML5 web standard, to keep you signed in for the duration of your session and to remember interface preferences (such as your selected time window, group filters, and pinned chats). Your browser may offer tools to manage or remove this stored information; doing so may reset your preferences or require you to sign in again.

8. Log files

When our services are accessed, technical data may be transmitted by your Internet browser and stored in server log files. These may contain data such as the date and time of access, IP address, referrer URL, the amount of data transmitted, and the product and version information of the browser used. This data is used to operate and secure the Service.

9. Data sharing

We will share your information (including personal data) with third parties only in the ways described in this Privacy Policy.

Personnel, suppliers, or subcontractors. We keep your information confidential but may disclose it to our personnel, suppliers, or subcontractors (including the sub-processors named in Section 5) insofar as it is reasonably necessary for the purposes set out in this Privacy Policy. This is on the basis that they do not make independent use of the information and have agreed to safeguard it.

Required by law. We may disclose your information to the extent that we are required to do so by law (which may include government bodies and law enforcement agencies), in connection with any legal proceedings or prospective legal proceedings, and in order to establish, exercise, or defend our legal rights.

10. Data security

Your data is transmitted safely using encryption, and it is stored on Cloudflare’s global network. We secure our systems with technical and organizational measures against the loss, destruction, unauthorized access, alteration, or dissemination of your data, and we scope each account’s data so it is not accessible to other accounts. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

11. Children’s personal data

We do not collect personal information from anyone under the age of 18. If you believe we have collected personal data from someone under this age, please contact us. We encourage parents and legal guardians to monitor their children’s Internet usage and to help enforce this Policy.

12. Your rights

You have the following rights over the way your personal data is processed. To make a request, please email us at contact@serviceinnovations.net.

• a) Request a copy of the personal information we process about you, and have any inaccuracies corrected.
• b) Ask us to supply, correct, or delete personal information held about you.
• c) Ask us to restrict or stop processing, or to delete your personal data.
• d) Withdraw your consent for data processing.
• e) Obtain a copy of your personal data that you can use with another service provider.
• f) Make a complaint to a supervisory authority.

If you are an end customer who chatted with a business that uses the App, that business controls your data; please direct your request to it, and we will assist as its processor.

13. Changes to this Privacy Policy

This Privacy Policy may be updated from time to time. We encourage you to review this page for the latest information on our privacy practices. If there are any material changes, we will post a notice on this page prior to the change becoming effective. If you do not accept any changes made to this Privacy Policy, please discontinue use of the website and the Services.

14. Contact

Questions about this Privacy Policy or our data practices? Email us at contact@serviceinnovations.net.