1. This service and privacy contact
This policy describes information handled by Expert Helpline Online in its current chat service and private preview. Send privacy questions and requests to contact@experthelplineonline.com. It describes current features; optional services introduced later will require an updated explanation where their data use differs.
2. Information you provide
We store submitted chat messages, their timestamps, conversation status, the assigned agent and any service quote or approval. If you write to us, your email address and message are needed to handle the enquiry. Staff profiles contain the assigned name, sign-in email and availability. Please avoid submitting unrelated personal information or confidential details about other people.
3. Visitor and network details
When you start a new chat, we record the IP address supplied through the hosting infrastructure, the country inferred from the connection, an estimated device category and available network-provider/ASN and serving data-center details. Device categories include desktop, mobile and tablet. These signals can be missing or inaccurate, including when a proxy or VPN is used. A serving data-center code identifies a hosting-network location, not your home or a verified customer data-center connection. We do not request precise GPS location.
4. Why the information is used
Messages and technical context help staff understand the issue, route and deliver assistance, maintain conversation history and investigate service problems. Agent availability supports the shared queue. Quotes and approvals record the proposed service. We may use relevant records to respond to complaints, prevent misuse and meet applicable obligations. We do not sell chat content or use it for unrelated advertising.
5. Who can see a conversation
Authorized specialists can review waiting questions before accepting them. An assigned specialist can access their active and completed sessions, and authorized administrators can review chats for service management. The visitor information panel is restricted to team access; it is not part of the customer’s public chat display. Access checks also apply to individual conversation requests.
6. Hosting and sign-in providers
This preview uses OpenAI Sites and Cloudflare hosting and database infrastructure. Private preview access uses the platform’s sign-in system. Team email/password access is designed to use Supabase Auth once configured; it processes invitation emails, passwords and account verification. Passwords are sent securely to the authentication provider and are not stored in our application database. Our application stores account identifiers and hashed session tokens. Provider infrastructure may process information in countries other than your own.
7. Cookies and browser preferences
An essential, randomly generated customer-session cookie links this browser to its conversations and is set for up to 30 days. It is not an advertising identifier. The server stores a derived value to associate the session with its chats. The browser also remembers the selected agent for that tab’s session. Clearing cookies can break automatic access to an existing customer chat. The current application does not install analytics, advertising or session-replay scripts. Page typography may be requested from Google Fonts, which receives ordinary web-request information.
8. Automated greetings and notifications
Grace’s current welcome is predefined. This version does not send chat messages to an AI model to generate replies. Specialist notification sounds are generated in the agent’s browser while waiting chats exist and sound is enabled. This feature does not send customer messages to a separate notification service. Future AI or messaging integrations would be described before their use.
9. Payments and sensitive information
The present application stores service quotes and customer approvals but does not process online payments or collect payment-card information. If a secure payment provider is introduced, we will explain its role and the payment records retained. Do not enter passwords, one-time codes, recovery keys or full card details into chat or email.
10. Retention and deletion
Conversation records currently remain in the service database; there is no automatic short-term deletion schedule in this preview. Completing a session makes it read-only and does not erase it. Contact us to request deletion or ask about retention for a particular record. Some information may need to be retained for a dispute, security investigation or legal obligation. Browser-cookie expiry does not itself delete server records, and backup copies may follow provider retention processes.
11. Your requests and choices
Depending on the law that applies, you may be entitled to access, correct, delete or receive a copy of information, or object to certain uses. Email contact@experthelplineonline.com with enough context to locate the relevant record. We may verify your identity and authority before responding. Do not send unnecessary identity documents in your first message. You can mute browser alerts and stop using the chat. Where applicable, you may contact your local privacy authority.
12. Security, children and updates
We use access controls and secure connections, but no online service can guarantee complete security. The service is intended for people able to authorize IT support; minors should use it only with an appropriate guardian. Contact us if a child has submitted information without suitable authorization. We will revise this page when our practices change and show the revised date.