Kiero Contact Center

Privacy Policy

Kiero Contact Center ("Kiero", "we") is a customer service platform operated by PT Kiero Teknologi. Businesses ("our customers") use Kiero to answer their own customers by phone, web chat, Facebook Messenger, Instagram Direct, WhatsApp and e-mail. This policy explains what we do with the information of people who contact those businesses.

What we receive

• When you send a message to a business's Facebook Page, Instagram account or WhatsApp number that uses Kiero: the ID that Meta gives you for that business, your name as provided by Meta, the messages you send and their times.
• When you call or chat on the business's website: your phone number or the name you enter, and the conversation.
• The replies of the business's assistant and staff, and the tickets they make for your request.

How we use it

• Only to let the business answer you: show your messages to its staff, send their replies back to you on the same channel, keep the conversation history and tickets so that your request can be followed up.
• To make a summary, a category and a quality check of a conversation for that business. This runs on servers operated by Kiero.
• We do not sell your information, do not use it for advertising, and do not share it with anyone other than the business you contacted, except when the law requires it.

Where it is kept, and for how long

• On servers operated by Kiero in Indonesia, accessible only to the business's authorised staff and to Kiero's administrators for operation and support.
• Conversations and tickets are kept for as long as the business needs them to serve you, or until you ask for deletion. Backups are kept for 30 days.

Your rights

You may ask what we hold about you, ask for a correction, or ask for deletion (see Data deletion). You may also ask the business you contacted directly.

Terms of Service

• Kiero is used by businesses under their agreement with PT Kiero Teknologi. Each business is responsible for the answers its staff and its assistant give.
• Answers from the automated assistant are general information and may be incomplete; ask for a staff member when you need a decision about your account or order.
• Do not send passwords, PINs, card numbers or one-time codes in a chat.
• Using a channel of a business through Kiero is also subject to the terms of that channel's platform (for example Meta's terms for Messenger, Instagram and WhatsApp).

Data deletion instructions

To delete the conversations and tickets that Kiero holds about you:

1. Send an e-mail to privacy@kiero.id with the subject "Data deletion".
2. Mention the channel (Facebook Messenger, Instagram, WhatsApp, phone or web chat), the business (Page or account name) and the approximate date of your messages, so that we can find them.
3. We confirm and delete them within 30 days. Copies in backups disappear when those backups expire (30 days).

Removing the business's access in your Facebook or Instagram settings stops new messages from reaching Kiero; it does not delete earlier conversations by itself.

Contact

PT Kiero Teknologi · privacy@kiero.id

Kebijakan Privasi

Kiero Contact Center ("Kiero", "kami") adalah layanan pelanggan yang dijalankan PT Kiero Teknologi. Perusahaan ("pelanggan kami") memakai Kiero untuk melayani pelanggannya lewat telepon, chat web, Facebook Messenger, Instagram Direct, WhatsApp, dan email. Kebijakan ini menjelaskan apa yang kami lakukan dengan data orang yang menghubungi perusahaan tersebut.

Data yang kami terima

• Saat Anda mengirim pesan ke halaman Facebook, akun Instagram, atau nomor WhatsApp perusahaan yang memakai Kiero: ID yang diberikan Meta untuk Anda di perusahaan itu, nama Anda dari Meta, isi pesan, dan waktunya.
• Saat Anda menelepon atau chat di situs perusahaan: nomor telepon atau nama yang Anda isi, dan isi percakapan.
• Balasan asisten dan petugas perusahaan, serta tiket yang dibuat untuk permintaan Anda.

Penggunaan

• Hanya agar perusahaan bisa melayani Anda: menampilkan pesan Anda ke petugasnya, mengirim balasan lewat kanal yang sama, menyimpan riwayat percakapan dan tiket untuk tindak lanjut.
• Membuat ringkasan, kategori, dan penilaian mutu percakapan untuk perusahaan itu, di server yang dijalankan Kiero.
• Kami tidak menjual data Anda, tidak memakainya untuk iklan, dan tidak membagikannya kepada siapa pun selain perusahaan yang Anda hubungi, kecuali diwajibkan hukum.

Penyimpanan

• Di server yang dijalankan Kiero di Indonesia, hanya dapat diakses petugas perusahaan yang berwenang dan admin Kiero untuk operasional dan dukungan.
• Percakapan dan tiket disimpan selama diperlukan perusahaan untuk melayani Anda, atau sampai Anda meminta penghapusan. Cadangan disimpan 30 hari.

Ketentuan Layanan

• Kiero dipakai perusahaan berdasarkan perjanjiannya dengan PT Kiero Teknologi. Setiap perusahaan bertanggung jawab atas jawaban petugas dan asistennya.
• Jawaban asisten otomatis bersifat informasi umum; minta petugas bila Anda butuh keputusan tentang akun atau pesanan.
• Jangan kirim password, PIN, nomor kartu, atau kode OTP lewat chat.
• Pemakaian kanal perusahaan lewat Kiero juga tunduk pada ketentuan platform kanal itu (misalnya Meta untuk Messenger, Instagram, dan WhatsApp).

Penghapusan data

1. Kirim email ke privacy@kiero.id dengan subjek "Hapus data".
2. Sebutkan kanalnya (Facebook Messenger, Instagram, WhatsApp, telepon, atau chat web), nama halaman/akun perusahaan, dan perkiraan tanggal pesan Anda.
3. Kami konfirmasi dan hapus dalam 30 hari. Salinan di cadangan hilang saat cadangan itu berakhir (30 hari).