Privacy Policy
Dexra ("we," "us," or "our") is a Wyoming Limited Liability Company. We provide an AI-powered, multi-channel communication platform designed to unify customer interactions. We are committed to transparency and the protection of data processed via our unified inbox, AI automation engine, and associated integrations.
1. Introduction & Scope
This Privacy Notice ("Policy") governs the manner in which Dexra collects, uses, maintains, and discloses information collected from users. This Policy applies to all services, websites, and applications offered by Dexra, collectively referred to as the "Service".
This includes, but is not limited to, the following domains within the Dexra ecosystem:
- dexra.net — Marketing, documentation, knowledge base, and company information.
- app.dexra.net — The core application dashboard, unified inbox, and account management portal.
- checkout.dexra.net — Secure payment processing, subscription management, and billing services.
By accessing or using any domain within the Dexra ecosystem, you acknowledge that your personal data is processed in accordance with the terms outlined in this Policy, regardless of which specific tool or site you are interacting with.
Controller vs. Processor
Dexra acts as a Data Controller for the personal information you provide to create your account (e.g., your billing details on checkout.dexra.net, login credentials on app.dexra.net). For the data you process inside the platform (e.g., your customers' messages), Dexra acts as a Data Processor on your behalf.
2. Information We Collect
We collect information to provide our Unified Inbox and AI services. This includes data you provide directly, data collected automatically, and data from third-party integrations.
Identity Data
- • First name
- • Last name
- • Username
- • Social media handles (e.g., Instagram Username, Telegram ID)
Contact Data
- • Email address
- • Phone number
- • Physical location (detected via IP or WhatsApp location sharing)
Conversation Data
- • Message content
- • Timestamps
- • Attachments (images, PDFs, voice notes)
- • AI sentiment analysis scores
Technical Data
- • IP address
- • Browser type
- • Device information
- • Login activity (session logs)
Commerce Data
- • Order IDs
- • Shipping status
- • Payment status
- • Subscription details (synced via integrations)
3. Legal Basis for Processing
Under the General Data Protection Regulation (GDPR), we rely on the following legal bases to process your Personal Data:
Performance of Contract
To provide the Dexra Service, create accounts, and process billing as per our Terms of Service.
Legitimate Interests
To secure the platform, prevent fraud, analyze product usage for improvements, and send administrative updates.
Consent
For optional cookies and marketing communications (which you can withdraw at any time).
Legal Obligation
To comply with tax laws, legal requests, and other regulatory requirements.
4. How We Use Information
Service Delivery
To route messages between channels (WhatsApp, Email) and the Dexra inbox, and to generate AI responses based on your knowledge base.
Product Improvement
To debug issues and improve our NLP models. Note: We do not use your customer data to train public AI models.
Billing & Administration
To manage invoicing via Stripe/Paddle/PayPal and communicate service updates or security alerts.
Marketing & Communications
If you opt-in to our newsletter, we use your email to send product updates and industry insights. You can unsubscribe at any time via the link in the email.
5. AI & Automated Decision Making
Dexra utilizes Artificial Intelligence (AI) to process conversations. This includes:
- Sentiment Analysis: Automatically scoring a conversation as "Positive", "Neutral", or "Negative" to prioritize urgent tickets.
- Draft Suggestions: Generating suggested replies for agents.
- Auto-Resolution: Automatically replying to users if the "Auto-Reply" feature is enabled by you.
Your Right to Human Intervention: Under GDPR Article 22, you have the right not to be subject to a decision based solely on automated processing if it produces legal effects. Dexra's AI features are designed to be "human-in-the-loop" by default (agents review drafts), unless you explicitly configure fully autonomous workflows.
6. Sharing & Disclosure
We do not sell your personal data. We share information only with Service Providers (Sub-processors) and for Legal Requirements.
7. International Transfers
Dexra operates globally, and our servers are located primarily in the United States.
Transfers from EEA/UK/Switzerland
If we transfer Personal Data from the European Economic Area (EEA), the UK, or Switzerland to countries that do not provide an adequate level of data protection (such as the US), we rely on:
- Standard Contractual Clauses (SCCs): Our DPA includes the EU Commission's approved SCCs.
- Data Privacy Framework: We adhere to the principles of the EU-U.S. Data Privacy Framework regarding the collection, use, and retention of personal information.
8. Your Rights & Choices
Global Privacy Rights
US State Privacy Notice (CA, VA, CO, CT, UT)
Residents of certain US states have specific rights under laws like the CCPA/CPRA and VCDPA.
- Right to Opt-Out of Sale/Sharing: Dexra does not "sell" data for money. However, we use cookies for analytics which may be considered "sharing" under CPRA. You can opt-out via our Cookie Manager.
- Right to Limit Sensitive Data: Limit the use of sensitive personal information to what is necessary for the service.
- Non-Discrimination: We will not deny services or charge different prices for exercising your rights.
How to Exercise Your Rights
To exercise any of these rights, please email our Data Protection Officer at privacy@dexra.net. We will respond to your request within 30 days.
10. Retention & Security
Data Retention
We retain personal data only for as long as necessary to fulfill the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements.
- Active Accounts: Retained for the lifetime of the account.
- Deleted Accounts: Deleted or anonymized within 90 days of cancellation.
- Chat Logs: Retained based on Subscriber configuration (default: 1 year).
Hosting & Security
11. Sub-processors
Dexra engages third-party sub-processors to facilitate messaging, notifications, analytics, and AI services. For a complete and up-to-date list of our sub-processors, please visit our Security & Trust Center.
Core Infrastructure
| Entity | Service / Function | Location |
|---|---|---|
| Twilio | SMS & Voice Infrastructure | USA |
| Nexmo (Vonage) | SMS & Voice Infrastructure | USA |
| Meta Platforms | WhatsApp, Instagram, Messenger | USA |
| Telegram | Bot Messaging | UAE / UK |
| Rakuten Viber | Viber Business Messaging | Luxembourg |
| Zalo | Zalo OA Messaging | Vietnam |
| Gmail API / Cloud Infrastructure | USA | |
| Microsoft | Outlook API / Azure | USA |
| Stripe | Payment Processing | USA |
| PayPal | Payment Processing | USA |
| Paddle | Payment Processing (MoR) | UK |
Marketing & Analytics
| Entity | Service / Function | Location |
|---|---|---|
| Google Analytics | Site Analytics & Performance | USA |
| Meta Ads (Facebook Pixel) | Ad Conversion Tracking | USA |
Integrations (Optional)
| Integration | Function |
|---|---|
| WooCommerce | E-commerce Sync |
| OpenCart | E-commerce Sync |
| WHMCS | Billing Automation |
| Slack | Team Notifications |
12. Children's Privacy
Our Service is not directed to individuals under the age of 16. We do not knowingly collect personal information from children under 16. If we become aware that a child under 16 has provided us with personal information, we will take steps to delete such information. If you become aware that a child has provided us with personal information, please contact our Data Protection Officer.
If you have any questions about this Privacy Policy, please contact us at privacy@dexra.net or via mail at Dexra LLC, 30 N Gould St Ste R, Sheridan, WY 82801.