Privacy Policy

Last updated: August 9, 2026

Overview

Total Chat ("we", "us", "our") is committed to protecting your privacy. This policy describes how we collect, use, and share information when you use our products and services.

Information We Collect

For Business Owners (Our Customers)

  • Account information (email, name, company)
  • App configuration and knowledge base content
  • Usage analytics (conversation counts, feature usage)
  • Billing information (processed by Whop)

For End Users (Visitors to Customer Apps)

  • Conversation data — Messages exchanged with the AI chat
  • Page context — Current URL and screen state (no screenshots)
  • Digital fingerprint — First-party cookies and localStorage identifiers
  • IP-derived data — Approximate location, company name, industry (via IP de-identification)
  • Email — Only if voluntarily provided during chat
  • UTM parameters — Marketing attribution from URL parameters

How We Use Information

  • Provide AI-powered chat support responses
  • Enable screen-aware navigation features
  • Generate and improve knowledge base articles
  • Capture and enrich leads for business owners
  • Route bug reports and support tickets
  • Improve our services and product

Screen Awareness & Privacy

Total Chat's screen awareness feature operates entirely in the browser. No screenshots are taken or transmitted. Only structured metadata is sent to our servers:

  • Current page URL/route
  • Names of visible UI elements (from data-guide attributes)
  • Modal/dialog state (open/closed)
  • Form field names (not values)

Analytics & Behavioral Tracking

We use behavioral analytics tools on our website (thetotal.chat) to understand how visitors interact with our site. These tools may collect:

  • Anonymized behavioral analytics — Page views, session duration, device/browser type

IP addresses are anonymized — we do not collect or store full IP addresses via these tools.

Until July 28, 2026, we used Microsoft Clarity to collect session recordings and heatmaps of visits to this site. We removed Microsoft Clarity on July 28, 2026 and no longer collect this information. Recordings captured before that date are retained by Microsoft under its own retention schedule.

While Microsoft Clarity was in use: no personally identifiable information (PII) was collected by it; sensitive input fields (passwords, payment info) were automatically masked in session recordings; and data was processed in accordance with Microsoft's privacy policies.

For more information on how Microsoft handles Clarity data, see Microsoft Clarity's privacy disclosure.

Data Sharing

We share data only with:

  • Business owners — Lead data and conversation summaries for their own apps
  • CRM/ticketing systems — When configured by the business owner (HubSpot, Zendesk, etc.)
  • AI providers — Conversation content sent to Anthropic's Claude API for processing
  • Infrastructure providers — Render (hosting), Cloudflare (CDN/DNS)

Until July 28, 2026, we used Microsoft Clarity to collect session recordings and heatmaps of visits to this site. We removed Microsoft Clarity on July 28, 2026 and no longer collect this information. Recordings captured before that date are retained by Microsoft under its own retention schedule.

We never sell personal data to third parties.

Data Retention

  • Conversation data: 90 days, then anonymized
  • Lead data: Retained until business owner deletes
  • Knowledge base: Retained as long as account is active
  • Account data: Retained until account deletion

Your Rights

You have the right to access, correct, or delete your personal data. Contact us at [email protected].

Contact

Questions about this policy? Email [email protected].