Privacy in HelpAlive is enforced by design, not by policy. This page summarizes the guarantees we ship; the Redaction and Data deletion pages have the operational details.Documentation Index
Fetch the complete documentation index at: https://docs.helpalive.com/llms.txt
Use this file to discover all available pages before exploring further.
What we guarantee
Two-layer PII redaction
Personal information is stripped twice — first in your users’ browsers, then again on our servers — before any of it is stored long-term.
Per-customer isolation
Your data is isolated from every other customer’s data. We never blend, share, or train on customer data.
DSAR-ready deletion
Honor a user’s right-to-be-forgotten request from the dashboard. Async jobs with full audit trail.
Consent modes built in
Default-on or consent-required modes, plus a runtime toggle — integrate with whatever cookie banner you already run.
What we capture
The HelpAlive SDK auto-captures user behavior. The events look like:| Field | Example | Notes |
|---|---|---|
| Event type | click, pageview | Auto-captured. |
| Page URL | /billing | Cleaned of any IDs, emails, or tokens that look like personal data. |
| Element identifier | An anonymous reference | We never send the element’s class names, IDs, or text content. |
| Surrounding text | [redacted email]…Settings | Personal data is stripped before transmission. |
| Timestamp | 1715000000 | When the event happened. |
| User identity | userId, tenantId | From your identify() call — your stable IDs, not personal data we collect. |
| Optional traits | plan, role | Only what you choose to send. |
What we never capture
- Keystroke contents. We don’t watch what users type into inputs.
- Form values. Submit events fire; the values inside the form do not flow to us.
- Password fields. Always excluded.
- Common personal data — emails, phone numbers, payment card numbers, national IDs. Removed before anything is sent.
- Chatbot messages, in event analytics. Conversations live in their own secure store and never mix with adoption events.
How personal data is removed
There are two layers of cleanup:- In your user’s browser. Before anything is sent, the SDK strips common patterns from URLs and captured text — emails, phone numbers, tokens, anything that looks personal. If anything goes wrong in this step, the data is dropped instead of sent.
- On our servers. Before anything is stored, a second cleanup catches names, addresses, regional identifiers, and edge cases the first pass might miss.
Where data is stored
| Where | What’s in it |
|---|---|
| Adoption analytics | Cleaned activity — clicks, pageviews, form submits, friction signals. |
| Chat conversations | Question and answer text, with personal data removed. Kept separate from analytics. |
| User profiles | The identity you sent through identify() — userId, displayName, email, plan. |
Consent
Two modes:| Mode | Behavior |
|---|---|
| Auto | Default. The SDK starts capturing on load. Use this where prior consent isn’t required. |
| Required | The SDK loads but stays silent until your code calls setConsent({ analytics: true }). |
Data subject controls
When a user invokes their right to be forgotten:- User-level deletion — remove a single user’s events, profile, and chat history.
- Workspace-level deletion — remove a whole workspace and every user under it.
- Async jobs with status (queued, running, complete, failed) and an audit trail.
Retention
Default retention for events is 12 months. Per-customer retention can be tightened on request; a self-serve UI for retention controls is on the roadmap.Compliance posture
HelpAlive ships with compliance defaults appropriate for B2B SaaS:- GDPR-ready data subject controls (consent, suppression, deletion).
- A documented data model — see
/data-we-collectin your dashboard. - SOC 2 in progress; talk to us for the latest status under NDA.
Trust through visibility
You can verify our privacy posture in three ways:- From your dashboard — see the consent state, suppression flags, and deletion jobs for any user.
- From your browser’s network tab — open developer tools and see exactly what HelpAlive sends, and what it doesn’t.
- From our security policy — request the security overview from your account contact at any time.
Next steps
Redaction details
What’s stripped, where, and how.
Data deletion
Honor a user’s right-to-be-forgotten request.
Configure consent
Auto vs required modes; runtime toggle.