Your data crosses channels. Its rules should not.

This policy covers omnichannl.com, demo requests, Omnichannl accounts and the hosted customer operations platform, including inbox, ticketing, CRM, voice, messaging, campaigns, knowledge, forms, Manager AI, Channel AI, Voice AI, call quality and analytics features.

Omnichannl operates the service from 62/5/E, Rupayan P&F Square, Kalshi, Mirpur, Dhaka 1216, Bangladesh. You can contact us at support@omnichannl.com or +880 9612-949494.

Omnichannl acts as a controller when we decide why and how to use website visitor, prospect, account administrator, billing, security and service-operations data.

Omnichannl acts as a processor or service provider when a customer uses the platform to handle its own contacts, conversations, recordings, campaigns, CRM records, knowledge, AI context and analytics. That customer decides the purpose and lawful basis for this processing. Its privacy notice and instructions apply to that Customer Data.

Website, sales and account data

• Name, work email, company, role and business phone number.
• Team size, channels, operational needs, preferred contact method and marketing choice.
• Account identity, role, team, permissions, authentication events and support history.
• Source page, referral and campaign parameters, browser information, user agent, IP address or a hashed derivative used for security and rate limiting.

Customer Data processed through the platform

• Contact profiles, phone numbers, email addresses, channel identities, custom CRM fields, tags, assignments and relationship history.
• WhatsApp and SMS content, attachments, tickets, internal notes, forms, delivery state and message metadata.
• Inbound and outbound call metadata, routing events, recordings and transcripts when a customer enables them, dispositions, campaign membership and agent wrap-up.
• Knowledge sources, prompts, instructions, AI responses, supporting evidence, feedback, quality scores, summaries and operational analytics.
• Audit records, integration configuration, channel identifiers, provider events and system activity needed to operate and secure the service.

We receive data from you, your organisation, its authorised users, the people who communicate with that organisation, connected carriers and channel providers, customer-selected integrations, identity providers and security services. Customers may import CRM or campaign records and connect WhatsApp, SMS, SIP, telephony, storage, AI or business systems. The customer must have authority to provide that data and configure those connections.

• Provide, configure and support the website, accounts, communications, routing, customer records, AI features, reports and integrations.
• Authenticate users, apply roles and permissions, maintain audit records, prevent abuse and protect customers and the platform.
• Process demo requests, service notices, support conversations, billing administration and customer instructions.
• Measure service health, diagnose failures, recover recordings, maintain delivery state and improve reliability.
• Send product or marketing communications where you have asked for them or where applicable law permits, with an unsubscribe option.
• Meet legal obligations, enforce agreements and respond to valid legal process.

Where data protection law requires a legal basis, we rely on contract to provide requested services, legitimate interests to secure and operate our business, consent for optional marketing or other processing that requires it, and legal obligation where a law requires processing.

Customers choose the legal basis for Customer Data that they control. They must provide required notices, honour communication preferences and obtain consent or another valid basis for campaigns, call recording, monitoring and AI-assisted handling.

Configured AI features may use conversation content, recordings, transcripts, contact records, approved knowledge, campaign context and operational data to draft or send replies, handle calls, create summaries, evaluate quality, retrieve evidence and answer operational questions.

Customers control the instructions, approved context, automation mode, permissions and human handoff rules available to their users. AI output can be inaccurate. Customers must review consequential output and must not use the service for a solely automated decision with legal or similarly significant effects unless they have a lawful basis, provide required information and offer the safeguards required by law.

Voice features can process caller and recipient numbers, call routing, audio, recordings, transcripts, disposition and quality evidence. The customer decides whether to record or analyse calls. The customer must notify callers and staff, obtain consent where required, limit access and set a lawful retention period. Recording laws vary by location and may depend on where each participant is located.

We disclose data only as needed for the service, a customer instruction, a transaction or law. Recipients may include:

• The customer, its authorised users and teams.
• Cloud hosting, storage, database, security, authentication, support and observability providers.
• Telecommunications carriers, SIP providers, messaging networks, Meta and other connected channel providers.
• AI model, speech, transcription and embedding providers used for configured AI features.
• Customer-selected applications, APIs and webhook destinations.
• Professional advisers, regulators, courts or authorities where law or the protection of rights requires disclosure.
• A buyer or successor involved in a merger, financing, reorganisation or sale, subject to appropriate confidentiality measures.

Customers can request information about relevant subprocessors and the data processing terms that apply to their deployment.

Omnichannl, customers and service providers may process data in different countries. Where transfer rules apply, we use the mechanism required for the relevant relationship, which may include an adequacy decision, contractual safeguards or another lawful transfer basis. Deployment location and transfer terms may also appear in an Order Form or data processing agreement.

We retain controller data for the period needed to manage the relationship, answer requests, secure the service, meet accounting or legal duties and resolve disputes. We keep Customer Data according to the customer's instructions, workspace configuration and contract.

Deletion may take time to propagate through active systems and time-limited backups. We may retain restricted records where law, fraud prevention, security, billing or legal claims require them. We delete or anonymise data when the applicable purpose and retention requirement end.

Use the data deletion page for request instructions.

We use access controls, tenant-scoped authorisation, authentication safeguards, encrypted transport, protected provider credentials, audit records, monitoring and operational recovery controls appropriate to the service. No internet service can promise absolute security. Customers must protect credentials, assign the minimum required permissions and report suspected misuse without delay.

The public website uses storage or cookies needed to deliver pages, preserve security and operate forms. The demo form uses Cloudflare Turnstile to identify automated abuse. A provider may receive technical information such as IP address, browser data and interaction signals under its own terms. If we add optional analytics or advertising technology, we will provide the notice and consent controls required by applicable law.

Depending on where you live, you may ask for access, correction, deletion, restriction, portability or an objection to processing. You may withdraw consent and opt out of marketing. Some rights have exceptions, and we may need information to verify your identity.

If your data belongs to an Omnichannl customer's workspace, contact that organisation first. We assist the customer with verified requests as required by contract and law. You may also complain to the data protection authority where you live or work.

Official guidance explains EU data protection rights and rights in AI systems.

Omnichannl provides business services and does not direct the platform or website to children. Customers must not submit children's data unless they have a lawful reason and appropriate safeguards.

We may update this policy when the service, providers or law changes. We will update the effective date and provide additional notice where the change materially affects your rights.

Send privacy questions and requests to support@omnichannl.com. Do not include passwords, authentication codes, full recordings or other unnecessary sensitive data in your first message.