Privacy Policy

1.Introduction

We at Action Intelligence, Inc. (“Company”, “us”, “we”, or “our”) know you care about how your information is used and shared. This privacy policy (the “Privacy Policy”) describes what information we collect when you access or otherwise use any of our websites, applications, or services (including our application programming interfaces — “APIs”) (collectively, the “Service”) — and how we use and share such information.

This Privacy Policy covers information that can be used to personally identify you, as well as other information we collect when you interact with the Service (collectively, “User Information”).

But if you are a business entity user of our APIs pursuant to a separately executed commercial agreement, information you load into, or other provide to, the Service via the APIs will be treated in accordance with such commercial agreement.

By using or accessing the Service in any manner, you acknowledge that you accept the practices and policies outlined in this Privacy Policy, and you hereby consent that we will collect, use, and share your information as set forth below.

2.Types of User Information We Collect

Directly Collected Information

We directly collect the certain User Information you elect to submit to us (such as when you sign up for the Service or connect third-party services to it). This may vary depending what aspect of the Service you are interacting with. For example, such information may include:

• Your name.
• Your email.
• Payment information.
• Your phone number.

The foregoing information will be used and shared as set forth below.

If you or your organization connect a third-party service to the Service, we also receive data from that service. Data we receive from Google APIs is described in Section 10.

Usage Data

We may also collect information that your browser sends whenever you visit our Service or when you access Service by or through a mobile device (“Usage Data”).

This Usage Data may include information such as your computer’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

When you access Service with a mobile device, this Usage Data may include information such as the type of mobile device you use, your mobile device unique ID, the IP address of your mobile device, your mobile operating system, the type of mobile Internet browser you use, unique device identifiers and other diagnostic data.

Information We Receive From Slack

When an administrator of your organization installs the Action app in a Slack workspace, we receive the following information from Slack, whether or not a particular feature uses it:

• Workspace information, such as the workspace ID, name and domain, and the Slack account that installed the app.
• Profile information for workspace members, such as Slack user ID, name, display name, email address, profile photo and time zone, which we use to match Slack users to their accounts in your organization’s Action workspace.
• Messages, and files attached to them, that are sent to the Action app in a direct message, that mention the Action app, that are replies in a thread the Action app is part of, or that are posted in a channel an administrator has configured Action to respond in.
• Channel information, such as channel IDs and names, for channels the Action app is a member of.
• Emoji reactions on messages the Action app tracks, links to the Service shared in Slack, and the identifiers Slack includes with these events (such as user, channel, message and team IDs).

We use this information only to provide the Service to your organization: to answer and route requests, create and update cases, show requests to your organization’s service team, send notifications and approvals in Slack, and keep your organization’s member directory up to date. Slack information is part of your organization’s Customer Data and is handled under your organization’s agreement with us.

3.Use of User Information

Company uses your User Information, for the following purposes (but subject to Section 4 below):

1. to provide the Service to you;
2. to notify you about changes to the Service;
3. to provide customer support (including notices to you about your interactions with the Service);
4. to gather analysis or valuable information so that we can improve our Service;
5. to monitor the usage of the Service;
6. to detect, prevent and address technical issues;
7. to fulfill any other purpose for which you provide it;
8. to carry out our obligations and enforce our rights arising from any contracts entered into between you and us;
9. to provide you with news, special offers and general information about other goods, services and events which we (or our partners) offer that are similar to those that you have already purchased or enquired about unless you have opted not to receive such information;
10. in any other way we describe to you when you provide the information; and
11. for any other purpose with your consent.

Artificial Intelligence

The Service uses large language models provided by third-party AI providers to generate answers, summaries and suggested actions. These providers process information only to provide the Service to you and are not permitted to use it to train their models. We do not use Customer Data, including information we receive from Slack, to train or fine-tune artificial intelligence models.

4.How We Share User Information

We may share your User Information with some third parties — but only as described in this section:

Our Own Service Providers: We employ other companies and people to perform tasks on our behalf and need to share your information with them to help facilitate such tasks. For example, we may use third parties to perform security authorization to help protect your Action Intelligence AI account, or to send you SMS messages (such as for Service authentication), or to process and administer customer support tickets, or to conduct customer surveys, etc. In the course of providing such services, these third-party providers may have access to your information — but they are only authorized to use or disclose your information in connection with providing us with their services.

Business Account Administrators: When you join a Service business account, the administrators of that account may access and control your Service account. And if you create a Service account using an email address belonging to your employer or another organization, we may share the fact that you have an Service account and account information, such as your email address, with your employer or organization to, for example, enable you to be added to their business account.

With Your Consent: We may share your User Information with other third parties with your consent. The functionality of the Service will make it clear when you are about to share information in this manner — and the audience it will be disclosed to. Such third parties will treat such information in accordance with their own privacy policies and you should read them.

Business Transfers: We may choose to buy or sell all or substantially all of the assets of Action Intelligence AI Company Inc. In these types of transactions, customer information is typically one of the business assets that would be transferred. Also, if we (or our assets) are acquired, or if we go out of business, enter bankruptcy, or go through some other change of control, your User Information could be one of the assets transferred to or acquired by a third party.

Protection of Company and Others: We reserve the right to access, read, preserve, and disclose any information that we believe is necessary to comply with law or court order or governmental request; enforce or apply any agreement we have with you, or otherwise to protect the rights, property, or safety of Company, our employees, our users, or others.

5.Access and Correction

In accordance with applicable law you may have the right to access, update or delete your User Information. This means you may have the right to (1) be informed of the User Information we collect, how we use it, what User Information we have shared with third parties, and to be provided with a copy of that information; and (2) have corrections made, or have the information deleted if it is not accurate or processed in violation of applicable laws. If you want to delete your User Information, please submit a written request using the details provided in the “Contact Us” section below.

Data Retention

We retain your organization’s Customer Data, including information we receive from Slack, for as long as your organization uses the Service, and delete it within sixty (60) days after your organization’s contract with us ends. An administrator can disconnect Slack from the Service at any time; once the Action app is removed from a Slack workspace, we no longer receive information from that workspace. To request access to, export of, or deletion of your information sooner, email us at support@actionintelligence.com.

6.Cookies and Do Not Track Policy

Cookies are small text files placed on your browser or device that allow a website or application to recognize you and store certain information about your preferences or actions.

Our public website (action.so): Our public website does not set any cookies and does not use any third-party analytics, advertising, or tracking technologies. Because no cookies are set, no cookie consent banner is presented on the website.

The Service: When you sign in to and use the Service, we use only strictly necessary cookies and similar technologies (such as browser local storage) that are required to operate the Service. These are used for purposes such as authentication (keeping you signed in), session management, and security (such as preventing fraudulent activity). These strictly necessary cookies do not require consent under applicable law, and the Service will not function properly without them. They persist for the duration of your session or as needed to keep you securely signed in. We do not use advertising or cross-site tracking cookies in the Service.

Your controls: You can manage or delete cookies through your browser settings, including blocking cookies entirely; note that blocking strictly necessary cookies will prevent you from signing in to the Service. Your browser may also offer a “Do Not Track” option, which allows you to signal to operators of websites and web applications and services that you do not wish such operators to track certain of your online activities over time and/or across different websites. Because we do not track you across third-party websites, we do not respond differently to Do Not Track signals.

7.Transfer of Data

Your information, including User Information, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ from those of your jurisdiction.

If you are located outside United States and choose to provide information to us, please note that we may transfer the data, including User Information, to United States and process it there.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

Company will take all the steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your User Information will take place to an organization or a country unless there are adequate controls in place including the security of your data and other User Information.

8.Security of Data

Company takes reasonable precautions to protect your User Information and to limit the risk that it will be accessed without authorization, including through the use of industry standard technologies and practices. For example, your information is maintained at our premises, or the premises of our third-party providers, using industry standard security measures. We use Security Sockets Layer (SSL) encryption technology to encrypt sensitive User Information (such as your social security number) before it is sent via the Internet.

If we learn of a security systems breach, we will promptly investigate the matter. If we learn that such breach has caused any material loss, damage or unauthorized access to your non-public information, we will promptly attempt to notify you via email or by a posting on your Service account page — so that you can take appropriate protective steps. We will endeavor to notify you of (i) the nature, timing and extent of the breach, as well as what we are doing in response and (ii) the steps you can take to protect your information and, if reasonably possible, mitigate things.

By using the Service, you consent to receive such notice by electronic means (provided that such consent is void where prohibited by applicable law). To receive a free written notice of a security breach, or if you have any questions about the security of the Service, please contact us at support@actionintelligence.com. Please write the following in the subject heading: “Privacy Policy Inquiry”.

In addition to the security measures referenced above, you must prevent unauthorized access to your account and information by limiting access to your computer or device and browser by signing off after you have finished accessing Your account.

Notwithstanding the foregoing, we cannot guarantee that our security measures are 100% impenetrable. Unauthorized third parties may be able to defeat our security measures and access your information.

9.Third Party Sites, Services and Applications

The Service may contain links to other sites, services or applications that are not operated by us. We have no control over, and assume no responsibility for, the privacy practices of any such third-party sites, services or applications. We strongly advise you to review the privacy policy of every site you visit.

10.Google User Data

This section explains how the Service accesses, uses, stores, shares and deletes data it receives from Google APIs (“Google user data”) when you or your organization’s administrator connect a Google service: Google Workspace, Google Drive, Gmail, Google Calendar, Google Docs, Google Sheets or Google Slides. If anything elsewhere in this Privacy Policy conflicts with this section, this section controls for Google user data.

Data We Access

The Service requests access only to the Google services you choose to connect, and uses each one only for the features described here:

• Google Workspace (Admin SDK): users, groups, group memberships, organizational units, license assignments, the third-party apps each user has authorized, and Admin audit events, so administrators can run access reviews and keep an inventory of who has access to what. When an administrator approves it, the Service also creates, suspends and deletes accounts and manages groups and group memberships during onboarding, offboarding and access changes.
• Google Drive: the content of files in the drives you select for the knowledge base, file metadata and sharing permissions, and the files that IT workflows create, organize or share.
• Gmail: messages, threads and labels in the connected mailbox, so the Service can triage and label requests, move messages to Trash, and draft and send replies on your behalf.
• Google Calendar: availability and the calendar events the Service creates, changes or deletes for you.
• Google Docs, Sheets and Slides: the documents, spreadsheets and presentations the Service creates or edits for you.
• Your Google account: your name, email address and profile picture, to identify the connected account.

How We Use Google User Data

We use Google user data only to provide and improve the user-facing features of the Service that you or your administrator choose to use, such as answering employees’ IT questions, handling requests that arrive by email, and running access reviews and IT workflows. We do not use Google user data for advertising, we do not sell it, and we do not use it to determine creditworthiness or for lending purposes.

Artificial Intelligence

To answer questions and carry out tasks you request, the Service may send Google user data to the AI model providers that power it. These providers process the data only on our behalf, under terms that do not allow them to train their models on it. We do not use Google user data, including data obtained through Google Workspace APIs, to develop, improve or train generalized artificial intelligence or machine learning models.

How We Share Google User Data

We share Google user data only with service providers that process it on our behalf to operate the Service, such as our hosting and AI model providers; when required by applicable law; to protect against fraud, abuse or security threats; or as part of a merger, acquisition or sale of assets, after notice to you. People at Action do not read Google user data unless you give us permission (for example, to help with a support request), it is needed for security purposes or to comply with applicable law, or it has been aggregated and anonymized for internal operations.

Storage and Protection

Google user data is encrypted in transit and at rest and stored in access-controlled systems operated by us and our service providers. The credentials that let the Service reach your Google account are stored encrypted and are used only to make the requests described in this section.

Retention and Deletion

We keep Google user data only as long as we need it to provide the Service. Content indexed from Google Drive is removed when you deselect it or disconnect Google Drive. Other Google user data is deleted when you disconnect the Google service or delete your account, except for content you have chosen to keep in the Service, such as conversations, cases or documents, which is deleted when you delete it or your account. You can revoke the Service’s access at any time from your Google Account at myaccount.google.com/permissions, and you can ask us to delete your data using the details in the “Contact Us” section below.

Limited Use

Action’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.

11.Information for California Residents

California Privacy Act Notice

UNDER CALIFORNIA’S “SHINE THE LIGHT” LAW (CIVIL CODE SECTION 1798.83), CALIFORNIA RESIDENTS ARE ENTITLED TO ASK US, ONCE PER YEAR, FOR A NOTICE IDENTIFYING THE CATEGORIES OF INFORMATION WHICH WE SHARE WITH OUR AFFILIATES AND/OR THIRD PARTIES FOR MARKETING PURPOSES, AND PROVIDING CONTACT INFORMATION FOR THESE AFFILIATES AND/OR THIRD PARTIES. REQUESTS WILL APPLY TO INFORMATION PROVIDED DURING THE PREVIOUS CALENDAR YEAR (FOR EXAMPLE, IF YOUR REQUEST INFORMATION IN 2024, YOU WILL RECEIVE INFORMATION REGARDING 2023).

IF YOU ARE A CALIFORNIA RESIDENT AND WOULD LIKE A COPY OF THIS NOTICE, PLEASE SUBMIT A WRITTEN REQUEST BY EMAIL TO SUPPORT@ACTIONINTELLIGENCE.COM SUBJECT HEADING: “CALIFORNIA PRIVACY”.

California Consumer Privacy Act (CCPA) Notice

PURSUANT TO THE CALIFORNIA CONSUMER PRIVACY ACT (CIVIL CODE SECTION 1798.100 – 1798.199), CALIFORNIA RESIDENTS CAN REQUEST A DISCLOSURE IN MACHINE READABLE FORMAT OF THE CATEGORIES AND SPECIFIC PIECES OF PERSONALLY IDENTIFIABLE INFORMATION THAT WE HAVE COLLECTED ABOUT YOU AND YOUR HOUSEHOLD DURING THE 12 MONTHS PRECEDING OUR RECEIPT OF A VERIFIABLE CONSUMER REQUEST (LIMIT TWO TIMES PER 12-MONTH PERIOD). YOU CAN ALSO ASK WHERE THIS INFORMATION CAME FROM, WHAT WE USE IT FOR, AND WHETHER WE DISCLOSE OR SELL IT TO OTHERS. IF WE DISCLOSE OR SELL IT TO OTHERS, YOU HAVE THE RIGHT TO EASILY OPT OUT OF THIS PRACTICE. PLEASE CONTACT US AT SUPPORT@ACTIONINTELLIGENCE.COM SUBJECT HEADING “CALIFORNIA PRIVACY” IF YOU WOULD LIKE TO LEARN MORE ABOUT OR EXERCISE ANY OF THESE RIGHTS.

COMPANY HAS NOT AND DOES NOT SELL YOUR PERSONALLY IDENTIFIABLE INFORMATION, SEPARATE FROM DISCLOSURES MADE TO PROVIDE YOU WITH SERVICES. COMPANY DOES NOT OFFER FINANCIAL INCENTIVES OR VARY ITS SERVICE TERMS WITH YOU IN EXCHANGE FOR YOU LETTING US SELL YOUR PERSONALLY IDENTIFIABLE INFORMATION.

12.Children’s Privacy

We do not knowingly collect personally identifiable information from anyone under the age of 13. If we become aware that we have collected User Information from children, we delete that information promptly.

13.Changes to This Privacy Policy

This Privacy Policy was last changed on the date set forth at the top of the policy. We are constantly trying to improve the Service, so we may need to change this Privacy Policy from time to time as well. If we make any changes, we will post the new policy on Company’s website. In addition, we will also edit the date at the top of this Privacy Policy to reflect the date of the changes. If you use the Service after any changes to this Privacy Policy have been posted, you agree to all of the changes. Unless we have your express consent to the contrary, use of information we collect now is subject to the Privacy Policy in effect at the time such information is collected (meaning — Privacy Policy changes will not otherwise be retroactive).

14.Contact Us

If you have any questions or concerns regarding this Privacy Policy or our privacy practices, please send us a detailed message to support@actionintelligence.com. Please write the following in the subject heading of your email: “Privacy Policy Inquiry”.