Privacy Policy

Introduction

Welcome to MusubiFlow.io ("we," "our," or "us"). We respect your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our omnichannel communication SaaS platform (the "Service"), which includes real-time chat, website and phone calls, call recording, file attachments, department-based routing, conversation tagging, and email management features, including Gmail and Google Workspace integration.

1. Information We Collect

We collect information that you and your organization provide directly to us when you register an account, configure channels, or engage in communications:

• Account & Organization Information: User profile details (such as names, emails, roles, department assignments, and organization memberships), account status (such as active or suspended), and a session identifier used to keep each account signed in on only one browser at a time.
• Omnichannel Communication Content: Messages, chat text, email threads processed through integrated support channels, and conversation metadata.
• File Attachments: Files, documents, or media uploaded during conversations, including file names, sizes, content types, and secure storage paths.
• Phone Calls & Call Metadata: Caller and dialed phone numbers, phone number labels, call direction, timestamps and duration, which agents were rung and which answered, hold and transfer events, call outcomes recorded by agents, and carrier call identifiers.
• Call Recordings: Audio recordings of calls handled through the Service, including website widget calls and phone calls. Calls are recorded automatically and stored in secure storage accessible only to authorized members of your organization.
• Department & Routing Data: Department assignments, agent-to-department mappings, phone number assignments, support email routing rules, and conversation tags used to organize and route chats, calls, and emails within your organization.
• Google Account Data: If your organization connects a Gmail account via OAuth, we access and store Gmail messages and related metadata through the gmail.readonly and gmail.send scopes. If a Google Workspace administrator authorizes domain-wide delegation, we also use the admin.directory.user.readonly scope to list users in your verified Workspace domains so the administrator can choose which mailboxes become support inboxes, and we access only the selected mailboxes through the gmail.readonly and gmail.send scopes. This data is used solely to send and receive support emails on your organization's behalf.
• Email Compliance & System Logs: Support email routing configurations, email delivery suppression data (such as bounce or complaint tracking), and operational system logs, including call event logs (such as ringing, connection, transfer, and failure events), used for security, troubleshooting, and service reliability.

2. How We Use Your Information

We use the collected information to operate, maintain, and provide the features of MusubiFlow.io, specifically to route customer inquiries across channels and departments; connect, transfer, and record calls; provide call reports and logs to your organization; process attachments; manage cloud and email infrastructure (including Google API services where authorized); and ensure system security.

3. Google API Services Disclosure

MusubiFlow's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. Gmail data and Google Workspace directory data accessed through your organization's connected account or authorized domain-wide delegation are used exclusively to identify the mailboxes your administrator selects and to send and receive support emails on your behalf. This data is not used for advertising, sold to third parties, or used for any purpose other than providing the Service.

4. Service Providers

We share data only with service providers that help us operate the Service and are obligated to protect it: our cloud database, authentication, and file storage provider (which also stores call recordings); Amazon Web Services for email delivery; Google, when your organization connects Gmail or Google Workspace; and telephony carriers that connect phone calls to and from the public telephone network. Call audio passes through the telephony carrier while a phone call is in progress. We do not sell your data.

5. Call Recording Notice

Because calls are recorded automatically, the organization using MusubiFlow is responsible for informing its callers that calls are recorded and for obtaining any consent required by applicable law. If you called an organization that uses MusubiFlow and have questions about a recording, please contact that organization directly.

6. Data Security & Retention

We implement robust administrative, technical, and physical safeguards to protect your data. Communication logs, call recordings, attachments, system logs, and connected email account tokens are retained as long as necessary to provide the Service to your organization or comply with legal obligations. When an administrator deletes a user, that user's login and profile are removed, while conversations, calls, and recordings they handled remain part of your organization's records.

7. Contact Us

If you have questions about this Privacy Policy, please contact us at: support@musubiflow.io