How chat handles your information

Chats may involve health-related information. They are handled according to applicable privacy requirements, and may be retained for quality, compliance and safety purposes.

What we collect

What you type, and the details the assistant asks for. Depending on why you contact us, that can include your name, contact details, the product involved, and any symptoms you report.

Who handles it

• Genesys Cloud carries the conversation and connects you with specialists.
• Deepgram runs the virtual assistant, which reads your messages to reply.
• Salesforce stores complaint and safety case records.
• Email delivers your secure upload link and case summary.

What we protect automatically

• Card numbers and Social Security numbers are removed from your message before it is stored or read by the assistant.
• Bank details are never collected in chat.
• The working copy of your conversation is encrypted, and is deleted automatically 12 hours after your last message.

Photos

Photos for a complaint are uploaded securely from the chat and attached directly to your case record. They are not stored in the conversation.

In an emergency

Chat is not an emergency service. If you may be having a medical emergency, call your local emergency number.