1. Who we are and who this covers
Centillion Labs, Inc. ("Centillion", "we", "us") provides AI agents and tools for customer support. This policy covers cntillion.com, our product dashboard, our support services, and integrations offered by Centillion, including our Stripe application.
For website visitors, prospective customers, account holders, and people contacting our team, we determine how their information is used to operate our business. When a business uses Centillion to serve its own customers, that business determines the purposes of processing its customer information, and we process that information on its behalf and under its instructions. Its privacy notice and any applicable data-processing agreement also apply.
If you are talking to a business through its Centillion agent, contact that business first about its use of your information. We can help route a privacy request to the appropriate business.
2. Information we collect
- Account and workspace information. Names, email addresses, organization and workspace details, team memberships, roles, account settings, and information needed to manage a subscription.
- Information you send us. Signup details and support requests, including your name, email, selected topic, optional workspace name, message, and a request reference.
- Conversations and service records. Messages, conversation history, contact identifiers and attributes, helpdesk tickets, attachments, feedback, summaries, action results, delivery information, and timestamps. Voice features may process audio and transcripts when enabled.
- Text message (SMS) information. Mobile numbers, the messages sent and received, delivery status, and opt-in and opt-out (STOP/START) history.
- Knowledge sources. Files, text, question-and-answer content, and web pages that a business adds to its agent, together with extracted content, search indexes, and embeddings used to retrieve relevant information.
- Connected-service information. Records made available by integrations a business authorizes, such as customer and CRM records, orders, invoices, and subscriptions. We also store the connection settings and credentials needed to use those integrations.
- Technical and usage information. IP addresses, browser and device information, access times, request and error logs, pages or features used, and usage information needed to operate, secure, and measure the service.
The information processed depends on the features and integrations a business enables and the information people choose to provide. Please do not include passwords, API keys, full card numbers, or private customer records in a support request.
3. How we use information
We use information to provide and maintain Centillion, authenticate users, manage workspaces, answer requests, retrieve relevant knowledge, perform configured actions, route conversations to people, deliver messages, and keep service records. We also use it to provide support, administer billing, diagnose errors, monitor usage, prevent abuse, and meet legal obligations.
Where a law requires a legal basis, we rely on the basis applicable to the activity: performing a contract, complying with a legal obligation, consent where required, or legitimate interests such as operating and securing our service, subject to your rights. For information processed on behalf of a business, that business is responsible for identifying its legal basis and providing required notices.
We do not sell personal information.
4. Text messaging (SMS)
Businesses use Centillion to answer text messages from their customers and to send them messages in a conversation the customer started, such as answers to questions and booking and appointment details. Business owners and staff who opt in may also receive account alerts by SMS, such as a notice that a conversation needs their attention and a daily activity summary. You can also text Centillion itself at the number on our contact page; see our SMS Terms.
- Opt-in. Texting a business's number is consent to receive replies in that conversation. Any other messages, such as reminders or recurring notifications, are sent only after you give the business separate express consent. Business owners and staff enroll in account alerts by registering their mobile number in the Centillion dashboard. Consent to receive text messages is not a condition of any purchase.
- Frequency. Message frequency varies with your conversation. Owner alerts: up to one message per conversation that needs attention, plus one daily summary.
- Cost. Msg & data rates may apply.
- Opt-out. Reply STOP at any time to stop receiving messages. You will receive one final message confirming the opt-out. Reply START to opt back in.
- Help. Reply HELP for help, or email privacy@cntillion.com.
- Carriers are not liable for delayed or undelivered messages.
No sharing of mobile information. We do not share, sell, rent or trade mobile phone numbers, SMS opt-in data or consent with third parties or affiliates for their marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties. We share mobile information only with the service providers that run the service for us, such as our SMS carrier provider and the AI providers that process message content to generate replies, and only to provide the service.
5. AI and connected services
Centillion sends the content needed for an enabled feature to the providers that run it. For example, a model provider may process a message and relevant knowledge to generate a reply; voice providers may process audio to transcribe speech or produce a spoken response. Our platform uses services such as OpenAI for configured AI and embedding features. The providers involved depend on the deployment and features selected.
Adding knowledge to an agent creates content and search representations for that agent. Centillion does not use customer conversations or knowledge sources to train a shared general-purpose AI model. Processing by model providers is governed by their applicable service terms and settings.
Authorized team members can review conversations and action results in their workspace. Connected services receive information when a configured workflow requires it, such as writing a contact to a CRM or sending a message through a communication channel. Disconnecting an integration stops future access through that connection; it does not automatically erase information previously recorded in a conversation or in the connected service.
6. Information accessed through Stripe
When a business connects Stripe, Centillion uses the permissions that business authorizes. These may allow us to read the connected merchant account, customer records, invoices, subscriptions, products, prices, and relevant app events, and to create customer billing portal sessions.
Stripe actions match a verified customer identity to a contact record containing that customer's Stripe customer ID. They retrieve that customer's billing records to answer questions and show invoice or subscription information in chat. Billing information included in a reply or action result may be retained with the conversation and made available to authorized members of the business's workspace.
Customer-information and subscription-management actions create a Stripe-hosted portal link. Customers review and confirm permitted changes in Stripe. Centillion's Stripe integration does not collect full payment card numbers or security codes in chat. Stripe processes information entered in its hosted pages under Stripe's Privacy Policy.
Saved Stripe credentials are encrypted and used by our servers. Disconnecting the integration clears its saved credentials and disables the agent's Stripe actions. We use Stripe information to provide the authorized billing-support features, not to sell that information or use it for unrelated advertising.
9. Security
We use technical and organizational measures appropriate to the information we process. Our application includes workspace access controls, role checks, customer identity verification for billing actions, encrypted integration credentials, signed webhook checks, and controls against abusive requests. Data sent to our hosted service uses HTTPS.
No service can guarantee absolute security. Keep your account credentials private and contact us through Support if you suspect an account or security problem.
10. Storage and retention
We retain information for as long as needed to provide the service, follow the customer's instructions and applicable agreements, handle support requests, protect against abuse, and satisfy legal, accounting, or dispute-resolution requirements. Conversation records, knowledge sources, contacts, attachments, and billing records can have different retention needs.
Workspace controls allow authorized users to manage supported records. Disconnecting a service is separate from deleting previously stored records. To request access, return, or deletion of information, use the privacy-request option on our support page. We may need to verify the request and coordinate with the business responsible for the information.
Information may remain in backups, audit records, or records required by law for the period applicable to those records. The specific retention and deletion obligations for business customer data are governed by applicable law and the customer's agreement with us.
11. International processing
Centillion is based in the United States. Our services and providers may process information in the United States and other locations, where privacy laws may differ from those in your country. Contact us for details about the processing locations and transfer safeguards applicable to your service or deployment.
12. Your choices and rights
Depending on where you live and the circumstances, you may have rights to access, correct, delete, or obtain a copy of your information; restrict or object to processing; withdraw consent; or complain to a data-protection authority. California residents may also have rights to know about the collection and disclosure of personal information and to exercise applicable privacy rights without unlawful discrimination.
Send requests through our privacy-request form. Tell us which service or business your request concerns, but do not send identity documents or sensitive records unless we ask for them through an appropriate channel. We may verify your identity or the authority of an agent acting for you, and some requests may be subject to legal exceptions.
If the information belongs to a business's workspace, that business normally decides how to respond. We will assist it as required by our agreement and applicable law. You can unsubscribe from marketing messages using the instructions in those messages; essential service and account communications may still be necessary.
13. Children
Centillion's services are intended for businesses and are not directed to children under 13. If you believe a child has provided personal information to us, contact us so we can investigate and take appropriate action.
14. Changes and contact
We may update this policy when our services or practices change. We will post the updated policy and effective date here and provide additional notice when required by law.
For questions or to exercise a privacy right, contact Centillion Support and select Privacy or data request.
Centillion Labs, Inc.
201 Spear Street
San Francisco, CA 94105
United States