Who we are
TalkFuze is a shared inbox for customer conversations, with AI drafts, a website chat widget and orders from chat. It is operated by Hostnin. In this notice, "we" means the TalkFuze team at Hostnin.
Two kinds of people meet TalkFuze: businesses and their team members, who sign in and work in a workspace, and those businesses' customers, who message them on WhatsApp, Messenger, Instagram or the website chat. For customer conversations, the business that owns the workspace decides what is collected and why. We process those conversations on its behalf.
Data we process
- Account and workspace details: name, email address, phone number, role, organization name and settings.
- Conversations from connected channels: messages, photos, voice notes, files, the sender's name, phone number or channel ID, and delivery and read status.
- Website chat: what a visitor types, the page they were on, and a random device ID kept in their browser so the conversation continues on their next visit.
- Store and order data, when a business connects its shop: products, prices, orders, delivery status and courier details linked to a customer.
- What the business teaches the AI: knowledge base entries, AI settings, and the edits agents make to AI drafts.
- Security and service records: sign-in events, error logs and usage records we need to keep the service working and safe.
- On talkfuze.com itself: standard analytics through Google Tag Manager, such as pages visited and the device type.
How we use it
- Deliver messages between a business and its customers, and show each conversation with its customer context in the inbox.
- Prepare AI drafts and, where a business turns it on, Autopilot replies, using that workspace's own knowledge base, catalog and conversation history.
- Create orders from chat and show order and delivery status beside the conversation.
- Sign people in, keep each organization's data separate from every other organization, and prevent abuse.
- Find and fix delivery problems, measure reliability and improve the product.
- Meet legal obligations and answer valid requests.
AI drafts and learning
To write a draft, TalkFuze sends the relevant part of the conversation, together with matching knowledge base entries and catalog items, to an AI model provider. The draft comes back to the agent, who can edit it before sending. With Autopilot on, the reply is sent without an agent reviewing it first.
When agents correct a draft or add knowledge, that teaching is stored in the same workspace so later drafts for that business get it right. One business's knowledge base and corrections are not used to answer another business's customers.
Service providers
We use a small set of providers to run TalkFuze: cloud servers and a database, file storage and content delivery (for example, so photos in a chat load quickly), Meta for WhatsApp, Messenger and Instagram delivery, AI model providers for drafts and search, email delivery, telephony for calls, and, when a business connects them, its store platform and courier services.
Each provider receives only what it needs for its part of the service. Some of them process data outside Bangladesh, under their own legal safeguards.
Retention and security
We keep workspace data while the workspace uses TalkFuze, or for as long as the law requires. Backups are removed on their normal cycle. A workspace owner can ask us to delete supported records at any time.
We protect data with access controls, organization isolation, encrypted storage for connection secrets and sign-in protection for our servers. No online service can promise perfect security, so we also keep logs that help us notice and investigate problems quickly.
Your choices and requests
Depending on where you live, you can ask to see, correct, export, restrict or delete your personal data.
If you messaged a business that uses TalkFuze, contact that business first, because it controls your conversation and customer record. We will help it answer your request.
A workspace admin can disconnect WhatsApp, Messenger or Instagram from TalkFuze at any time. That stops new data arriving through that connection. Data already stored stays until it is deleted through the steps on our data deletion page.
Children
TalkFuze is a tool for businesses and is not meant for children. We do not knowingly create accounts for children.
Changes to this notice
When TalkFuze changes in a way that affects your data, we update this page and the date at the top. For important changes we also tell workspace owners inside the product or by email.
Contact
Email info@hostnin.com with the subject "TalkFuze privacy". We may ask for details to confirm who you are and which workspace the request is about. Please never send passwords or access tokens by email.