Humaner
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Privacy Policy

Last updated July 21, 2026

1.Introduction

Humaner ("we", "us", or "our") provides AI-powered customer support agents that answer from your documentation, remember context, and hand off to your team when it matters. This Privacy Policy explains how we collect, use, store, and share personal information when you visit our website, create an account, or interact with a Humaner-powered agent.

This policy applies to humaner.io, the Humaner dashboard, embedded widgets, shareable agent links, React components, and our APIs. It does not cover third-party websites or services you connect to Humaner — those are governed by their own policies.

2.Who is responsible for your data

Humaner is the data controller for information we collect through our website and platform accounts. When you deploy a Humaner agent for your customers, you are the data controller for end-user conversations and related support data, and Humaner acts as a data processor on your behalf under our Data Processing Agreement.

For privacy requests related to a conversation with a business using Humaner, contact that business directly. For requests about your Humaner account or our marketing site, contact us at privacy@humaner.io.

3.Information we collect

We collect information in three broad categories: account data, usage data, and conversation data.

  • Account data — name, email address, organization name, billing details, and authentication identifiers when you sign up or subscribe.
  • Usage data — pages visited, features used, device type, browser, IP address, and approximate location derived from IP.
  • Conversation data — messages exchanged between end-users and your agents, including metadata such as timestamps, session IDs, and agent configuration.
  • Knowledge content — documents, URLs, PDFs, Markdown, and other sources you upload to ground your agents.
  • Desk and handoff data — escalations, resolutions, urgency signals, and context passed when an agent hands off to your team.
  • Support communications — emails and messages you send to our support team.

4.How we use your information

We use personal information to operate, secure, and improve Humaner.

  • Provide and maintain the platform, including grounded agent responses, memory, retrieval, analytics, and desk handoff.
  • Authenticate users and prevent fraud, abuse, and unauthorized access.
  • Process payments and manage subscriptions.
  • Send service-related communications such as account alerts and security notices.
  • Analyze aggregated usage to improve product quality and reliability.
  • Comply with legal obligations and enforce our terms.

6.End-user conversation data

When a visitor chats with your Humaner agent, we process their messages on your behalf to generate responses grounded in your knowledge sources and configured integrations. You control what knowledge the agent can access, which channels are enabled, and when conversations escalate to desk.

Visitor chat messages are retained for a configurable period. The default retention window is 90 days, after which messages are automatically purged. You can request earlier deletion through your dashboard or by contacting us.

We do not sell end-user conversation data. By default, we do not use your customers' messages for optional product-improvement purposes. After you create a Humaner account, the workspace owner is asked whether to allow Humaner to use workspace data (such as anonymized knowledge gaps and approved support resolutions) to improve our agents. You can change this choice at any time under Settings → Organization → Organization information. Allowing this does not permit us to train third-party foundation models on your content.

7.Optional product improvement (consent)

Humaner may offer an optional program to improve agent quality using your workspace data. This is separate from delivering the core chat service — Humaner works fully whether you opt in or not.

  • What we may use if you opt in — anonymized or aggregated knowledge gaps, usage patterns, and desk resolutions you explicitly approve for your knowledge base.
  • What we do not do — sell your data; use your content to train third-party foundation models shared across vendors; automatically publish visitor conversations into your knowledge base without your review.
  • Legal basis (EEA/UK) — consent, which you can withdraw at any time in the dashboard.
  • Your obligation as controller — inform your end-customers in your own privacy notice that conversations may be stored and reviewed for support and, if you opt in, product improvement.

8.Third-party processors

We share data with trusted subprocessors only as needed to deliver the service. A current overview includes:

  • Anthropic — large language model inference for agent responses.
  • Redis (Redis Cloud / Redis Iris) — vector search, semantic cache, agent memory, and context retrieval.
  • Supabase — Postgres database and authentication infrastructure.
  • Polar — subscription billing and payment processing.
  • Resend — transactional email delivery.
  • OpenAI — text embeddings for hybrid knowledge search.
  • Hosting providers — application hosting and CDN.

9.Cookies and similar technologies

We use essential cookies to keep you signed in and maintain session security. We may use analytics cookies to understand how visitors use our marketing site. You can control non-essential cookies through your browser settings.

Embedded Humaner widgets may set session cookies to maintain conversation context. These are scoped to the widget origin and are necessary for the chat to function.

10.Data retention

We retain personal data only as long as necessary for the purposes described in this policy.

  • Account data — retained while your account is active and for a reasonable period after closure to comply with legal and billing obligations.
  • Visitor chat messages — default 90-day retention, configurable by workspace administrators.
  • Knowledge sources — retained until you delete them or close your account.
  • Billing records — retained as required by tax and accounting regulations.

11.Your rights

Depending on your location, you may have the following rights regarding your personal data:

  • Access — request a copy of the data we hold about you.
  • Rectification — correct inaccurate or incomplete data.
  • Erasure — request deletion of your data, subject to legal exceptions.
  • Restriction — ask us to limit processing in certain circumstances.
  • Portability — receive your data in a structured, machine-readable format.
  • Objection — object to processing based on legitimate interests.
  • Withdraw consent — where processing is based on consent.

12.International transfers

Humaner may process data in the United States and other countries where our subprocessors operate. When we transfer personal data from the EEA or UK, we rely on appropriate safeguards such as Standard Contractual Clauses or equivalent mechanisms.

You can request more information about transfer safeguards by emailing privacy@humaner.io.

13.Children

Humaner is not directed at children under 16. We do not knowingly collect personal information from children. If you believe a child has provided us data, contact us and we will delete it promptly.

14.Changes to this policy

We may update this Privacy Policy from time to time. We will post the revised version on this page and update the "Last updated" date. Material changes will be communicated via email or an in-dashboard notice where appropriate.

15.Contact us

For privacy questions, data subject requests, or processor inquiries, email privacy@humaner.io.

For security-specific concerns, see our Security page or email security@humaner.io. Processing terms for customer data are described in our Data Processing Agreement.