Privacy Policy

Last updated: November 2, 2026

Overview

Total Chat is operated by Nailsmith Investments LLC ("we", "us", "our"). We are 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 Stripe)

For End Users (Visitors to Customer Apps)

  • Conversation data — Messages exchanged with the AI chat
  • Page context — Current URL and screen state
  • Visitor identifier — A random ID stored in the browser's local storage (no cookies)
  • Bug reports — Including any screenshot the user chooses to attach
  • 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 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. 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; knowledge-base search queries sent to Voyage AI to generate embeddings. Until October 26, 2026, the terms of our knowledge-base search provider allowed it to use submitted text to improve its models; we have opted out, and text sent since then is deleted after processing.
  • Payment processor — Stripe, for paid-plan billing
  • Monitoring providers — Langfuse (AI conversation traces: timing, token counts and errors; traces made on or before October 25, 2026 also include message text) and Sentry (error reports)
  • Email delivery provider — To send account, billing and lead-notification emails, and escalation emails to the business owner when a visitor asks for a person (these include the conversation transcript)
  • Infrastructure providers — Hetzner (API and database hosting), Render (website 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
  • AI conversation traces (monitoring provider): currently retained until deleted. They are deleted when the conversation, Lead or account they belong to is deleted (the 90-day anonymization does not remove them), and we are setting a retention period
  • Lead data: Retained until the business owner deletes it in their dashboard, or asks us to at [email protected]
  • Bug reports: Retained until the business owner or we delete them
  • Attached screenshots: Deleted after 90 days
  • Knowledge base: Retained as long as account is active
  • Account data: Retained until the business owner deletes the account in their dashboard, or asks us to, except the agreement records below
  • Records of the business owner's agreement to our Terms and to automatic renewal (date, Terms version or plan and price, and owner email): kept for 6 years after the account is deleted, so we can show what was agreed, then deleted

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].