Last updated: April 9, 2026

1. What data we process

SupportBot processes messages in messenger group chats (Signal, WhatsApp, Telegram, Discord, Slack) to which it has been added by an administrator. This includes:

• Text of messages in the group
• Images, video, and audio files (for recognition and knowledge base storage)
• Message metadata: send time, sender hash (anonymized identifier), message replies

We do not process or store:

• Phone numbers of regular group members (only irreversible SHA-256 hashes are stored)
• Private messages between members
• Messages from groups where the bot is not a member

1a. Administrators and support team

Group administrators and designated support team members are deanonymized in support cases. Their names and roles (Admin or Support) are displayed instead of anonymous identifiers.

All other group participants remain fully anonymous.

2. How history import works

The administrator may authorize importing message history. This process:

• Requires explicit authorization from the administrator
• Automatically deletes temporary data after import completes
• Extracts structured support cases (problem + solution) for the knowledge base

3. How we use the data

Data is used exclusively for:

• Building a knowledge base of solved issues
• Automatically answering new questions based on past experience
• OCR text recognition on images and audio/video transcription

Data is not shared with third parties, not used for advertising, not sold, and not used to train AI models.

4. Security

• HTTPS with automatic TLS for all web connections
• File attachments stored in private cloud storage (access only through authenticated server-side proxy)
• Sender identifiers anonymized using irreversible SHA-256 hashes
• History import secured by single-use tokens with limited validity

5. Data deletion

To delete all data associated with a group, the administrator must remove the bot from the group. This stops all processing and all stored cases, messages, and files for that group are deleted from the servers.

6. Third-party services

The bot uses OpenAI (GPT-5) and Google (Gemini) APIs for message analysis and case creation. Messages are sent to these APIs for processing but are not retained by the providers per their API user policies.

7. Subscription and billing

SupportBot offers a free plan with limited functionality and paid subscription plans billed monthly. Payments are processed by our authorized payment provider acting as Merchant of Record. This means:

• The payment provider processes your payment information — we do not store credit card data
• Subscriptions automatically renew monthly until cancelled
• You can cancel your subscription at any time from the subscription management page — access remains until the end of the current billing period

8. Refund policy

You can evaluate the service for free using the free plan before subscribing. Refunds are not provided after payment. You can cancel your subscription at any time — access remains until the end of the current billing period.

9. Terms of use

By using SupportBot, you agree to the following:

• You have the right to add the bot to the respective group
• Group members are informed about the bot's presence
• The bot does not guarantee absolute accuracy — responses may include source citations for verification
• The service is provided "as is"
• You will not use the service for illegal activities or to violate the rights of others

10. Changes to this policy

We may update this policy. Changes take effect upon publication on this page.

11. Contact

Academia Tech
Email: support@theacademia.tech