1. Scope and Company
This Privacy Policy describes how Digital Alchemy Group, LLC, doing business as LucidChat (“LucidChat,” “we,” “us,” or “our”), collects, uses, shares, and protects information through our websites, applications, Chat AI, Voice AI, previews, demos, integrations, and related services (the “Service”).
If you interact with an AI Employee operated for one of our business customers, that customer determines the business purpose of the interaction and may have its own privacy notice.
2. Information We Collect
Depending on how you interact with the Service, we may collect or process:
- Account and business information, including names, contact details, credentials, roles, plans, and settings
- Website and knowledge information, including URLs, public pages, services, FAQs, business hours, policies, and approved instructions
- Chat messages, call audio when recording is enabled, transcripts, summaries, caller or visitor details, lead information, qualification answers, appointments, and conversation metadata
- Telephone information, including numbers, call direction, timestamps, duration, routing, disposition, carrier or provider metadata, and Voice Minute usage
- Integration information, permissions, identifiers, calendars, messaging channels, CRM data, and related configuration
- Billing and transaction information received from Stripe, excluding full payment card numbers
- Usage, device, cookie, analytics, approximate location, performance, and security information
- Support, contact, survey, and other communications you send us
3. Calls, Recordings, and Transcripts
Voice AI interactions may be monitored, recorded, transcribed, summarized, or analyzed when enabled by the customer, configuration, and provider. A call may also create lead details, appointment information, quality data, and operational logs.
Our business customers are responsible for deciding when these features are used and for providing required notices and obtaining required consents. Callers should not provide sensitive information unless requested through an appropriate, authorized process.
4. How We Use Information
We may use information to:
- Provide, configure, personalize, and support Chat AI and Voice AI
- Answer questions, route calls, capture and qualify leads, handle approved objections, schedule appointments, and support escalation
- Generate responses, voices, transcripts, summaries, classifications, and analytics
- Create accounts, process payments, manage subscriptions, Voice Minutes, and customer support
- Operate integrations, send service communications, and maintain records
- Monitor reliability, security, fraud, abuse, and compliance
- Improve our Service, onboarding, models, prompts, workflows, and user experience as permitted by contract and law
- Measure marketing and website performance and send marketing communications where permitted
- Comply with law and enforce our agreements
5. AI and Service Providers
We use AI, hosting, telecommunications, transcription, payment, scheduling, analytics, email, security, support, and other providers to operate the Service. They may process information only as needed to provide their services to us, subject to applicable contractual and legal obligations.
AI systems may process approved business information, chats, call content, transcripts, and lead details to generate outputs and provide Service features. Do not submit information you are not authorized to process.
6. How We Share Information
We may share information with:
- Our business customer when you interact with that customer’s AI Employee
- Service providers and subprocessors that operate the Service
- Third-party integrations enabled by the customer
- Professional advisers, auditors, insurers, and financing or transaction parties
- Government, legal, or safety authorities when required or reasonably necessary
- A successor or participant in a merger, acquisition, financing, restructuring, bankruptcy, or asset transfer
7. Cookies, Analytics, and Advertising
We may use cookies, pixels, scripts, tags, local storage, and similar technologies to operate the Service, remember preferences, measure traffic and conversions, analyze performance, prevent fraud, and support advertising or retargeting.
These tools may process IP address, browser, device, referring page, interactions, approximate location, cookie identifiers, and advertising identifiers. You can use browser or device controls to limit many of these technologies, although some Service features may be affected.
8. Marketing and Calling Choices
You may unsubscribe from marketing email through the message link. Transactional and service communications may continue.
If you receive a call or message from one of our business customers, direct opt-out and do-not-call requests to that business or use the method offered during the interaction. We and our customers must honor applicable withdrawal and opt-out rights.
9. Legal Bases and Customer Roles
Where required, we process information based on contract, legitimate interests, consent, or legal obligation. When we process end-user information solely for a business customer, that customer generally controls the purpose and instructions, and we act as a service provider or processor as applicable.
10. Retention
We retain information only as reasonably necessary to provide and secure the Service, follow customer instructions, comply with law, resolve disputes, prevent abuse, and maintain business records. Retention varies by data type, feature configuration, account status, contract, and legal requirement.
Deletion from active systems may not immediately remove limited backup, fraud-prevention, accounting, or legally required records.
11. Security
We use reasonable administrative, technical, and organizational safeguards designed to protect information. No transmission, carrier network, recording system, storage method, or online service is completely secure, and we cannot guarantee absolute security.
Customers are responsible for account access, credentials, integration permissions, retention choices, and configuration security.
12. Privacy Rights
Depending on your location, you may have rights to access, correct, delete, obtain a copy of, restrict, or object to processing of personal information; withdraw consent; or opt out of certain sale, sharing, targeted advertising, or profiling activities.
Submit requests through https://lucidchat.ai/contact. We may verify identity and authority. If your information belongs to a business customer’s account, we may direct the request to that customer or assist the customer in responding.
13. Sensitive Data, Children, and HIPAA
The Service is for business use and is not directed to children under 13. Do not use it to knowingly collect children’s information without all required authorization and safeguards.
LucidChat is not currently offered as a HIPAA-compliant service. Do not submit protected health information, medical records, financial account credentials, government identifiers, biometric data, or other highly sensitive information unless LucidChat has expressly authorized the use in writing and all legal and security requirements are met.
14. International Processing
LucidChat is operated from the United States. Information may be transferred to and processed in the United States and other countries where our providers operate, which may have different data-protection laws.
15. Third-Party Services
Third-party websites, carriers, integrations, and services have their own terms and privacy practices. We are not responsible for their independent practices.
16. Changes and Contact
We may update this Policy by posting a revised version and effective date and providing additional notice when required.
For privacy questions or requests, contact us through https://lucidchat.ai/contact.