Privacy Policy

Helm is built for small teams that want faster customer support without losing control of customer conversations. This page explains, in plain English, what data Helm uses and how it is handled.

Short version

• You choose the knowledge, instructions, channels, and procedures Helm uses.
• Customer conversations are stored so your team can review them, reply, and follow up.
• Helm uses trusted infrastructure and AI providers to run the product.
• We do not sell customer data.

What goes into Helm

• Workspace data: account details, organization settings, billing status, agent configuration, and team preferences.
• Information and instructions: the documents, website pages, FAQs, procedures, prompts, and escalation rules you add.
• Customer conversations: messages, voice transcripts, contact details (including WhatsApp phone numbers), request details, message delivery events, and team replies created through a Helm-powered chat or connected channel.
• Usage data: message counts, model usage, costs, delivery state, errors, and other operational logs needed to run and improve the service.

How Helm uses it

Helm uses this information to answer from your approved knowledge, create support requests, route handoffs to your team, show the inbox and analytics, troubleshoot issues, prevent abuse, and keep usage under control.

AI and service providers

To operate Helm, some data is processed by providers that help us deliver the product:

• OpenAI for model responses, embeddings, voice, and knowledge search.
• Supabase for authentication, database, and file storage.
• Firecrawl, when you ask Helm to crawl a website as a knowledge source.
• Resend, when transactional or notification email is enabled.
• Meta, when you connect WhatsApp Business or Facebook Messenger, to authenticate the connection and send and receive messages through those channels.

These providers process data for the purpose of running Helm. They are not used by Helm to sell your customer data.

Customer conversations

If you embed Helm on your site or connect a customer channel, you remain responsible for your customer relationship and your own privacy notice. Helm stores conversation records so your team can understand what was said, reply from the inbox, and keep a useful trail of requests.

Keeping data tidy

Workspace data, knowledge, and conversations are retained while your workspace is active so Helm can run the agent and your team can review history. You can remove knowledge sources in the product. For account, workspace, or conversation deletion requests that are not self-serve, contact us.

Access and deletion

Operators can update workspace settings and remove knowledge from the dashboard. For access, correction, export, or deletion requests, email us from the account address or include enough detail for us to identify the relevant workspace. Step-by-step deletion instructions are available on our Data Deletion page.

Contact

Privacy questions or requests? Email alexwohl@accelara.ai.