Privacy Policy

01. Who we are

Total Ops provides WhatsApp, email and chatbot query handling. For data arriving through your connected channels we act as a processor, following your instructions. For this website and our own sales contacts we act as a controller.

02. What we collect

• Website and demo use: pages viewed, approximate location, and anything you type into the live demo or contact form.
• Account data: names, work email addresses, phone numbers and billing details for the people who administer your account.
• Enquiry data: message content, attachments, customer contact details and the records we read to build a reply.

03. Why we process it

• To classify enquiries and carry out the actions you have configured.
• To keep an audit trail of what was sent, held or escalated.
• To provide support, billing and security monitoring.
• To respond to sales enquiries and demo requests you submit.

04. Legal bases

Where we act as a controller we rely on legitimate interests (running and securing the service, responding to enquiries), contract performance (providing the plan you bought), and consent where required for marketing. Where we act as a processor, your own lawful basis applies and our data processing terms govern the work.

05. Sub-processors and integrations

We use vetted infrastructure, model and messaging providers to deliver the service, and we connect only to the third-party tools you authorise — such as accounting, calendar or CRM systems. A current list of sub-processors is available on request.

06. Model use

Enquiry content may be sent to language model providers to interpret intent and draft replies. We use providers under agreements that prohibit training on your content, and we never sell your data.

07. Retention

Enquiry content and audit records are kept for the retention window agreed with your business, then deleted. Website analytics are kept for up to 14 months. Billing records are kept as long as tax law requires.

08. Security

• Encryption in transit and at rest.
• Least-privilege access, with administrative access logged.
• Segregated environments for pilots and production.

09. International transfers

Where data moves outside the UK or EEA we rely on approved transfer mechanisms, such as standard contractual clauses, together with additional technical safeguards.

10. Your rights

You can ask for access, correction, deletion, restriction or portability of your personal data, and object to processing based on legitimate interests. If a request relates to data we handle for a customer, we will pass it to that customer. You may also complain to the ICO.

11. Cookies

We use essential cookies to run the site and, where you allow it, simple analytics cookies to understand which pages are useful. You can change your choice at any time in your browser settings.