Privacy Policy

1. Data Controller

The data controller for personal data collected on sens-ai.biz and through Sens-AI services is:

2. Data Collected

In the course of providing our AI chatbot services, we collect the following categories of data:

• Identification data: name, professional email address
• Account data: login credentials, user preferences
• Conversation data: messages exchanged with the AI chatbot, conversation history
• Phone number: the caller's number on the telephone channel, or a number given during a conversation, used to identify the person and to let an agent call them back; kept for 90 days, like the conversation it belongs to. The number assigned to an agent belongs to Sens-AI and is provided as part of the subscription.
• Technical data: IP address, browser type, cookie data
• Usage data: service usage statistics, connection logs

3. Purpose of Data Processing

Your personal data is processed for the following purposes:

• Providing and operating the AI chatbot service
• Managing your user account
• Improving the quality of our services
• Technical support and customer assistance
• Service-related communications (updates, maintenance)
• Compliance with legal obligations

4. Legal Basis for Processing

Data processing is based on the following legal grounds:

• Contract execution: processing is necessary for providing the AI chatbot service you subscribed to (Article 6.1.b GDPR)
• Legitimate interest: improving our services and securing the platform (Article 6.1.f GDPR)
• Consent: for non-essential cookies and marketing communications (Article 6.1.a GDPR)

5. Data Retention Periods

Your personal data is retained for the following periods:

6. Third-party Data Processors

To operate our services, we use the following GDPR-compliant data processors:

Your conversation data is hosted within the European Economic Area (EEA). Hosting, database, file storage and the AI language model are all located in the EU.

The following transfers outside the EEA exist, all governed by the European Commission's Standard Contractual Clauses (SCCs): our email delivery provider Loops.so is established in the United States and receives only the data required to send a message — email address, name and communication preferences — with no conversation content; some of our infrastructure providers store your data in the EU but may access it from the United States as part of their technical support; payments are routed through international payment networks, which are additionally PCI-DSS certified; our telephony provider Telnyx LLC (United States) routes voice channel calls and hosts the allocated phone numbers, and also sends the SMS and routes the WhatsApp messages described in section 10; and Meta Platforms Ireland Ltd (EU, Ireland), which carries the WhatsApp messages described in section 10, may transfer that data to Meta Platforms, Inc. (United States) under its data processing terms (SCCs and, according to Meta's terms, the EU-U.S. Data Privacy Framework). The per-provider detail is set out in Article 7 of our data processing agreement.

7. Your Rights

Under the GDPR, you have the following rights:

• Right of access: obtain confirmation that your data is being processed and receive a copy
• Right to rectification: correct inaccurate or incomplete data
• Right to erasure: request deletion of your personal data
• Right to data portability: receive your data in a structured, machine-readable format
• Right to object: object to the processing of your data on legitimate grounds
• Right to restriction: request restriction of the processing of your data

To exercise these rights, contact us at: info@sens-ai.biz

You also have the right to lodge a complaint with the CNIL (French Data Protection Authority): www.cnil.fr

8. Cookie Policy

Our website uses cookies to ensure proper functioning and improve your user experience.

Types of cookies used:

• Essential cookies: necessary for the website to function (session, consent preferences)
• Analytical cookies: help us understand how the site is used so we can improve it

You can change your cookie preferences at any time through your browser settings. Deleting essential cookies may affect the website's functionality.

9. Google user data (Google Calendar and Gmail)

When a customer connects their Google Calendar account (appointment booking) or their Gmail mailbox (e-mail channel) to Sens-AI, we access some data of that account through Google APIs, with their explicit authorization. This connection is optional and can be removed at any time.

Data accessed

• Account identity (openid, email): the Google account's technical identifier and e-mail address, to display the connected account.
• Calendar list (calendar.calendarlist.readonly): the calendars you own, to choose the one that receives bookings, and to check that Sens-AI still has access to it before freeing a slot.
• Availability (calendar.freebusy): only the busy time ranges of the chosen calendar, without the title or content of your events, to offer free slots.
• Events created by Sens-AI (calendar.events.owned): creation of the appointment booked by a visitor; read-back of the events created by Sens-AI only (status, times and the guest's response) to confirm the booking and keep your availability accurate when an appointment is cancelled, moved or declined in Google; deletion of the event when you cancel or release the appointment from the dashboard (Google then notifies the visitor), or when the guest has declined the invitation. Sens-AI does not read, modify or delete any other event.
• Change notifications (calendar.events.owned): Sens-AI subscribes to the notifications Google sends when the chosen calendar changes. They contain no event content and only trigger the read-back above.

How we use it

This data is used only to offer time slots, to record the appointments your visitors request, then to follow them (cancellation, move, refusal) and to delete them in the cases described above. For each appointment, Sens-AI sends Google only:

• Title: the appointment type name and the visitor's name;
• Guest: the visitor's e-mail address, verified with a one-time code, and their name — Google sends them the invitation;
• Description: a note that the appointment was booked through your assistant, and the visitor's phone number if they gave it;
• Location: the text you entered for this appointment type, if any;
• Times: start and end date and time, and time zone;
• Technical identifier: an appointment identifier, derived from the agent and the booking, that prevents duplicates, and a private technical property, invisible to guests, that marks the event as created by Sens-AI.

Storage, retention and deletion

• Google access tokens are encrypted (AES-256-GCM) and stored in our database in the EU (Ireland).
• When you disconnect the calendar or delete your account, we revoke the authorization with Google and immediately erase the tokens and the account's e-mail address. The Google account's technical identifier is deleted once no appointment, configuration, follow-up or pending deletion refers to it any more, and at the latest when the account is deleted.
• You can also remove access from your Google account (myaccount.google.com/permissions): the tokens become unusable and we erase them at the next attempt to use them.
• Appointments recorded by Sens-AI (visitor's name, e-mail address and phone number, type and time slot) are deleted automatically by a periodic purge once 90 days have passed since the appointment ended, and when the agent or the account is deleted.
• To follow appointments, Sens-AI keeps the identifier of the followed calendar, the state of the notifications and, for each requested deletion, the event's technical identifier until it is deleted at Google; if the deletion keeps failing, the Sens-AI team is alerted after 7 days. This data is erased once it no longer serves any appointment or pending deletion, and at the latest when the account is deleted.
• Apart from the deletions described above (a cancellation or release you request from the dashboard, a guest's refusal), Sens-AI deletes nothing in your Google Calendar: appointments already created and the invitations visitors received stay there after you disconnect, delete the agent or the account, or after the 90-day deletion. They are yours and your Google account's.

Gmail (e-mail channel)

• Reading (gmail.readonly): Sens-AI watches the connected inbox and reads newly received messages (sender, subject, content, attachments) so that the assistant can answer them. Messages identified as coming from automated senders (newsletters, "no-reply" addresses) and messages sent by the mailbox itself are ignored.
• Sending (gmail.send): replies written by the assistant or by your team are sent from the connected mailbox, in the thread of the received message.
• Processing: each retained message becomes a conversation in your Sens-AI workspace. Its content is processed by our artificial intelligence model (Mistral AI, EU) only to draft the reply; it is kept for the conversation retention period (section 5).
• Storage and deletion: access tokens are encrypted and stored in the EU. When you disconnect the mailbox, we revoke the authorization with Google and stop all reading.

How we protect Google data

• Encryption in transit: all exchanges with Google APIs, with our servers and with your browser use HTTPS (TLS).
• Token encryption: Google access and refresh tokens are encrypted (AES-256-GCM) before storage, with a key derived per customer: a token copied to another customer's account cannot be decrypted. Google Calendar tokens are additionally bound to their connection. Master keys are kept in our hosting provider's secret store, separate from the database.
• Encryption at rest: the database and file storage, hosted in the EU, are encrypted at rest.
• Isolation and access control: access to the dashboard requires an authenticated session; data is partitioned per customer and per agent, and only members of your account, according to their role, can view the conversations created from your Gmail inbox.
• Least privilege: Sens-AI requests the narrowest Google permissions that its features allow: free/busy information without event content, the list of your calendars, events on calendars you own (Sens-AI only reads, changes or deletes the events it created itself), and Gmail read and send without any right to modify, label or delete your messages.
• Authenticated notifications: notifications sent by Google (new e-mails, calendar changes) are verified (OIDC token signed by Google, signed channel token) before any processing.
• Content-free logs: our technical logs are designed to contain no message or event content, no e-mail address and no name.
• Internal access and incidents: production secrets are encrypted and access to them is restricted to the service administrator; in the event of a data breach, we notify you without undue delay, as required by the GDPR and our DPA.

Sharing and commitments

• We do not sell this data and do not use it for advertising or to train artificial intelligence models.
• It is shared with third parties only as needed to operate the service (sub-processors listed in section 6), to your own Google Calendar when you connect it, or when required by law.
• No Sens-AI staff reads it, except with your consent, for security purposes, or to comply with a legal obligation.

Commitment:

Sens-AI's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

10. WhatsApp and SMS messages sent after a call

During a call with the phone agent of a business that uses Sens-AI, the agent may offer to send you a link (for example to book an appointment) by WhatsApp or by SMS. The message is sent only after your explicit spoken consent ("yes") in answer to the question asked during the call; without that "yes", nothing is sent. One consent leads to a single message; if the question you accepted provided for it, an SMS is sent instead of a WhatsApp message that could not be delivered.

Sender and content

• WhatsApp: the message comes from the Sens-AI WhatsApp Business account, displayed under the name "SensAI", from a number reserved for these messages.
• If you write to this WhatsApp number, an automatic reply (at most one per 24 hours) tells you it is not monitored; your message is not kept.
• SMS: the message comes from the alphanumeric sender "SensAI".
• Content: a predefined text, the name of the business you called ("<Business> via SensAI") when that name has been checked by the Sens-AI team, a four-digit recognition code announced during the call, and the link. This text is never written by artificial intelligence.

Data processed

• Phone number: when the business has enabled these messages, the number of every call made from a French mobile is recorded from the start of the call, before any question, so that the sending can be offered: encrypted, hashed and masked (only 06/07 and the last two digits visible), with the call language and the result of the caller-ID authenticity check; if nothing is sent, it is erased at the latest 45 minutes after the start of the call. If a message is sent, the number is kept encrypted for sending, then only in hashed and masked form for tracking;
• Consent: the question asked, the channel accepted, the time of the question and the time of your "yes", and the result of that check;
• Message: the text sent, the name of the business, the code and the link;
• Delivery statuses: the statuses reported by the provider (sent, delivered, read (WhatsApp), not delivered);
• Opt-out list: the hash of the numbers that asked to stop receiving messages.

Purpose and legal basis

• This data is used only to send you the link requested during the call, to track its delivery and to honour your opt-out.
• Sending is based on your consent, given orally during the call (Article 6(1)(a) GDPR).
• The opt-out list is based on the obligation to honour your objection and on the legitimate interest in not writing to you again after your request (Article 6(1)(c) and (f) GDPR).
• For these messages, the business you called is the controller and Sens-AI acts on its behalf; the opt-out list, shared across the whole platform, is kept by Sens-AI.

Retention

• The encrypted number and the message content are erased at the latest 45 minutes after the start of the call.
• The link is valid for 7 days. During that time, anyone who holds the link sees on the page the name of the business, the date and time of your "yes", your masked number (only 06/07 and the last two digits visible) and the code; after that, the page no longer shows any data from the call.
• The sending record (number in hashed and masked form, consent, delivery statuses) is deleted by a periodic purge, once 90 days have passed since sending.
• For every message (WhatsApp or SMS), an encrypted copy of the number is kept for 90 days so that you can ask to stop receiving messages from the link page, even after the link has expired; this copy is not deleted with the business's agent or account, and it is erased if you ask for your data to be erased.
• For WhatsApp, the record of your consent is deleted by a periodic purge once 13 months have passed since sending, whether or not you have withdrawn it.
• Sending and consent records are also deleted when the business deletes its agent or its account.
• The opt-out list is kept with no time limit, as a hash of the number, so that your opt-out keeps being honoured; it is not deleted with the business's account.

Stop receiving messages

• On WhatsApp: reply "STOP" to the message.
• From the link page: choose "Stop receiving messages from SensAI"; this option remains available for 90 days after sending.
• Your opt-out applies to the whole platform: Sens-AI will no longer send any WhatsApp or SMS message to that number, whatever the business. It is kept even if you ask for your other data to be erased. An erasure request also adds your number to this list; the sending records, in hashed and masked form, are then deleted when they normally expire.
• To exercise your other rights (section 7), contact the business you called or write to us at info@sens-ai.biz.

Providers

SMS messages are sent and WhatsApp messages routed by Telnyx LLC (United States, SCCs). WhatsApp messages are carried by Meta Platforms Ireland Ltd (WhatsApp Business Platform, EU), which may transfer that data to Meta Platforms, Inc. (United States) under its data processing terms (section 6).

11. Contact

For any questions regarding the protection of your personal data, please contact us:

View our Data Processing Agreement (DPA)