EURO.SUPPORT / LEGAL DOCUMENTS

Information for end users

What happens to data during chat or email communication via euro.support

1. Who this information is for

This information is intended for a person communicating with an organisation’s customer support (hereinafter the “Organisation”) via chat, email or a ticket provided by the euro.support platform. It supplements the Organisation’s notice and does not replace it.

2. Who decides about your data

The Organisation that owns the website, store or support generally determines why your data is processed, which features are enabled and how long the communication is retained. It is the data controller. European Business Solutions s. r. o., the operator of euro.support, processes data on its behalf as a processor. For the security of its own service or to comply with the law, euro.support may also process limited technical data for its own purposes under its Privacy Policy.

3. What data may be processed

• name, nickname, email, telephone, company, language or other contact details you provide;
• content of the chat, email or ticket, attachments, original message, translation, summary, category, rating and resolution history;
• order, product, availability, shipping or tracking data, if the Organisation has linked them and your request requires them;
• IP address, browser, device, time, language, page URL, widget and chat identifier, and diagnostic events;
• AI inputs and outputs necessary for translation, answer retrieval, drafting or an automated response.

Do not include full payment card details, passwords, secret keys, health data, identification documents or other sensitive data in a message unless the Organisation expressly and lawfully requires them in a secure manner.

4. What the data is used for

The data is used to receive, translate, categorise and handle your request, display the history to an agent, search the Organisation’s knowledge base, perform an authorised action in the store, protect against misuse and improve support. The Organisation explains the legal basis and specific purpose in its policies.

5. AI and translations

If, upon first contact, you see a notice about an AI agent or automated response, you are communicating with an AI system or AI is significantly involved in the response. If this is not clear from the context, the Organisation must inform you clearly. You may request a human agent or review, if available.

The message may be automatically translated into the agent’s language and the response back into your language. A translation or AI response may contain an error. For pricing, payment, order cancellation, a claim or another significant matter, request confirmation from a human. The original text and translation may be retained together so that the communication can be reviewed.

6. Who may receive the data

The data may be received by authorised agents and administrators of the Organisation, euro.support and, depending on the activated feature, its hosting, email, storage, AI and vector search providers. In a connected store, data may be obtained from Shopify or another system of the Organisation. The current categories and providers are listed in the euro.support Privacy Policy and Subprocessor List.

7. Chat identifier and localStorage

The widget may store a technical chat identifier and an unfinished state in the browser so that communication can continue after navigating to another page. The data remains until the chat is ended or you delete localStorage. The Organisation is responsible for informing users about and legally configuring the widget on its website. Details are provided in the euro.support Cookie Policy.

8. Retention and security

The Organisation determines the retention period for the communication according to the purpose, law and its own settings. After the contract with euro.support ends, data processed for the Organisation is deleted in accordance with instructions and the DPA, generally from active systems within 60 days and from backups within 180 days after the export period expires. euro.support uses appropriate access management, encrypted transmission, tenant separation, logging and incident procedures.

9. Your rights and contact

If you want to obtain a copy of, correct or delete the communication, restrict processing, object or exercise another right, first contact the Organisation with which you are communicating. It can link the request to your order or chat and decides on it. euro.support will provide it with technical assistance.

If you cannot identify the Organisation or the request concerns euro.support directly, write to info@euro.support and provide the website, approximate time and technical identifier, if you have it. You also have the right to lodge a complaint with the competent data protection supervisory authority.

10. Changes

We may update this information when the Service or the law changes. The current information provided by the Organisation is also decisive for the specific communication; it may have its own purposes, recipients and retention periods.