Chatbot security and privacy, without jargon

Where the data is processed

The application and the database are in Germany, on netcup servers.
Each reply is written by one of four AI models. Two process data in the EU; Groq and Cloudflare process it in the US, with the safeguards the GDPR requires.
So when one of those two answers, the conversation leaves the EU.
Groq's and Cloudflare's terms forbid them from using this data to train models.

Who processes conversation data
Provider	What for	Where
netcup	Application server and database	Germany
Mistral AI	AI model that writes replies	France
Our own model	AI model on our own server	Germany
Groq	AI model that writes replies and describes photos	US, with standard contractual clauses
Cloudflare	AI model that writes replies	US, under the EU-US Data Privacy Framework
Meta	WhatsApp messages, if you connect it	Ireland and, in part, the US

Also involved: Netlify (hosts this website), Brevo (sends the emails), Stripe (payments), Shopify (only if you have a Shopify store) and, to read a website that blocks direct reading, Jina AI and the Internet Archive, which only receive that website's address. The full list, with each provider's safeguard, is in the privacy policy.

Who is responsible for what

For your customers' data, you are the controller and Atendyo processes it on your behalf. What we do with it, and what we don't, is written down in the data processing agreement, which is part of the terms of service.

Read the data processing agreement

We don't sell personal data or share it for advertising.
If one of your customers asks us for their data or to delete it, we pass the request on to you without delay.
The assistant replies automatically, but it doesn't decide anything about anyone: it makes no decisions with legal effects.
On the website, the chat introduces itself as an “AI assistant” and, on WhatsApp, the first reply says so, as the EU AI Act requires.

What is stored in the browser

We don't use our own cookies or any analytics, advertising or tracking tools, which is why there is no cookie banner.

Read the cookie policy

The chat stores the conversation ID in the browser, so the thread isn't lost when you change page, and whether you want sound or not.
The dashboard stores your session and your preferences, such as the language.
Visits to atendyo.com are counted without cookies: we don't store the IP address or anything that identifies anyone, only the total per day and per page.

How long it is kept and how it is deleted

Almost everything deletes itself, and we delete the rest when you ask.

How to request deletion

Conversations: With their attachments, after the period you choose in your dashboard: from 24 hours to 90 days after the last message, or forever. If you change nothing, 30 days.
Your customers' photos and PDFs: We only keep the text extracted from them, not the file.
The demo: It is deleted entirely after 48 hours, with the email and the messages.
Backups: One a day, on the same EU server, and we keep the last 7 days. Whatever is deleted also disappears from the backups within that time.
If you leave Atendyo: Write to us from your account email and we delete it entirely: your website, your documents, the conversations and the contacts. If you installed it from Shopify, uninstalling it is enough. We only keep what the law requires, such as invoices.

How we protect it

All connections are encrypted (HTTPS).
The Shopify or WhatsApp keys you connect are stored encrypted.
Each business has its own isolated space: one business's data never mixes with another's.
Each dashboard has its own access key.
Order details are only given after checking that the person asking is the one who placed the order, and repeated attempts are blocked.
We limit the number of requests to stop abuse.
If there were a security breach, we would notify the Spanish Data Protection Agency (AEPD) within 72 hours when the law requires it, and the people affected if it poses a high risk to them.

About the AI

It is built to stick to your information, but an AI can get things wrong: give an incomplete, outdated or incorrect detail.

You decide what information to give it, and you can read all its conversations in your dashboard.
Before a reply goes out, a second check compares it with your information. If something isn't there, it says so and passes you the contact.
You can tell it in its instructions not to ask for certain details, such as health information.

The legal texts

If anything on this page differs from them, they prevail. Any questions, at comercial@flexigobe.com.

Security and privacy, explained without jargon