Notice chat-2026-11-01 · Effective 1 November 2026. This notice covers optional website chat. The enquiry form and Google Analytics are described separately at /privacy.
Chatwoot loads only when you choose to start chat. It uses browser cookies and a conversation identifier to keep your chat connected and remember the conversation. Closing the window does not delete its history. You can clear chat cookies through your browser; doing so can prevent you from returning to the same conversation.
We collect the messages you send, any name or contact details you provide, conversation/session identifiers and browser or connection information needed to operate chat and prevent abuse. Please do not send passwords, confidential documents or sensitive personal information. This pilot is text-only.
TBWD hosts Chatwoot on its own server. Authorised staff use your information to answer questions, discuss requested projects and protect the service. Where UK law applies, the relevant bases are legitimate interests, steps you request before a contract and legal obligations. Starting chat is not marketing or WhatsApp permission.
A team member may record a relevant summary and conversation link in our Twenty CRM for an enquiry and its next action. Full transcripts are not automatically copied into the CRM. No AI assistant, mailbox import or automatic sales qualification is enabled for this pilot.
Chat history and any CRM handoff currently require separate manual removal; there is no fixed automatic deletion deadline. The enquiry form ledger’s 90-day deletion period does not apply to Chatwoot. Protected backups can retain earlier copies, so deleting a conversation is not immediate erasure of every copy.
Chat is not a promise of an immediate reply or a staffed support SLA. Replies are available in the conversation when the team is available. Email notifications, chat transcripts by email and email-based account recovery are not enabled for this pilot. You can still contact info@tbwd.ai or use the enquiry form.
To ask about access, correction, deletion, restriction, a copy of your information or an objection, contact info@tbwd.ai. We may need to verify your identity, and legal retention requirements can apply. Website cookie choices remain separate from chat and marketing permission.