Emma · DSE Group
Privacy Policy
Emma is a customer messaging assistant operated by DSE Group ("we", "us"). Businesses that use our service ("our clients") connect their WhatsApp, Facebook Messenger, Instagram or website chat to Emma so it can answer their customers' questions and pass conversations to the client's staff when needed. This policy explains what information we handle when you message one of those businesses, and how.
Who is responsible
The business you are messaging (for example, a K1 Speed location) decides why your messages are processed and is responsible for its own customer relationship. We process your messages on that business's behalf, following its instructions, to provide the assistant service. Questions about how a specific business uses your information can go to that business or to us at the contact below.
What we collect
- Messages you send to and receive from the business, including text and the type of any attachment.
- Account identifiers provided by the messaging platform: your phone number (WhatsApp), your page-scoped or Instagram-scoped user ID, and the public profile name the platform shares.
- Conversation details: timestamps, delivery status, language, and whether a conversation was handed to a person.
- Website chat details (website chat only): IP address, browser user agent and the page the chat was opened from.
We do not ask for payment card details, passwords or government identifiers in chat, and we ask customers not to send them.
How we use it
- To read your message and reply on the business's behalf, using an AI model and the business's own information (prices, locations, opening hours, policies).
- To keep the context of your conversation so replies make sense.
- To pass the conversation to the business's staff when you ask for a person or when the request needs one.
- To measure and improve answer quality for that business, and to detect abuse.
We do not sell your information, use it for advertising, or use it to train AI models.
Service providers
We use these providers to run the service. Each receives only what it needs for its part:
- Meta Platforms (WhatsApp, Messenger, Instagram): delivers messages between you and the business.
- Kapso: WhatsApp messaging provider for some businesses.
- OpenRouter and the AI model providers it routes to (such as Google): generate replies from the conversation text.
- Neon: database hosting for conversation history.
- Hostinger: server hosting for our application.
Some of these providers process data outside your country. We rely on their contractual and legal safeguards for those transfers.
How long we keep it
Conversation history is kept for up to 12 months after your last message, then deleted, unless the business instructs us to delete it sooner or the law requires us to keep it longer. Aggregated statistics that do not identify you may be kept longer.
Your choices and rights
- You can stop the conversation at any time by not replying, or ask for a person instead of the assistant.
- You can ask for a copy of your conversation, a correction, or deletion. See our data deletion instructions.
- Depending on where you live, you may have further rights under local data protection law, including the right to complain to your data protection authority.
Security
Data is encrypted in transit, access is limited to the people who operate the service, and credentials are stored in protected server configuration, never in client-side code.
Children
The service is not directed at children under 13, and we do not knowingly collect their information.
Changes
We will update the date at the top when this policy changes. Significant changes will be communicated to the businesses that use the service.
Contact
DSE Group — dan@dsegroupae.com