What we collect, why, and what you can do about it — in plain English first, legal language where it has to be.
inrelay is a shared inbox for small teams. This policy covers the inrelay apps, the customer chat widget, and this website.
Three kinds of data, roughly in order of sensitivity:
When the agent triages a thread or drafts a reply, the relevant conversation is sent to our AI model providers over their APIs. Under those providers’ API terms, your conversations are not used to train their models. A human on your team approves every draft before anything sends. The current providers are listed on our subprocessors page.
We share data only with the vendors that run the service — hosting, database, email delivery, AI providers — under data-processing agreements. The full list, with purpose and location for each, lives at /subprocessors. We do not sell personal data.
Your workspace content stays as long as your workspace does.
Export. The workspace owner can export everything — every conversation and message, contacts, knowledge-base articles, settings, the team roster, and the uploaded files — from Settings → Security, on desktop or in the mobile app. It arrives as a download link by email, as JSON plus the original files, and the link expires after seven days. Any teammate can separately export their own personal data at any time.
Deleting your own account. If you are a teammate rather than the workspace owner, deleting your account removes your login and your personal details. The replies you sent stay in the workspace’s conversations, because they are your team’s business records rather than yours — they appear as “Former teammate” instead of your name.
Deleting the workspace. Only the owner can do this, and it is deliberately not instant. The workspace is frozen straight away — the chat widget, help centre and hosted chat go offline, inbound email stops being accepted, and everyone is signed out — but nothing is destroyed for 30 days. One click during that window restores everything exactly as it was. We email the owner when the request is made, at seven days remaining, and again 24 hours before. After 30 days the workspace, its conversations and contacts, the uploaded files, and every teammate’s login are permanently deleted. That cannot be undone by you or by us.
Two things we cannot delete on that schedule, and why. Our database keeps encrypted point-in-time backups for a limited period, so deleted data persists in those backups until they age out and are overwritten; they are never restored to serve a request, only to recover from a disaster. And invoices and payment records are financial records we are legally required to keep for several years, under a legal-obligation basis rather than your consent. Both are recognised limits on erasure under GDPR — we state them because a promise of instant, total deletion would not be one we could keep.
Email addresses are retired, not recycled. If your
workspace used an @inrelay.email forwarding address, that address
is permanently retired when the workspace is deleted. Nobody else can ever
claim it, so mail your correspondents send later is not delivered to a
different company.
The product uses cookies to keep you signed in. The website keeps cookies minimal and does not use advertising trackers.
Depending on where you live, you can access, correct, export, or delete your personal data. Our GDPR page explains these rights and the legal bases we rely on; teams that need a data-processing agreement should see the DPA page.
Questions about this policy: terms of service covers the commercial side of the relationship.
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