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Tiledesk Sub-processors
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- Jovana Ugrinic
21 August 2024
Infrastructure Sub-processors
A comprehensive list of Tiledesk Infrastructure Sub-processors is provided as of this DPA’s execution, including their identity, description of services provided, and data shared.
| Vendor | Services | Data Shared |
| Google Ireland Limited | Google Cloud Database | All of the Services data |
| OpenAI, LLC | The provision of RAG-based Generative Chatbot feature for FAQ & Knowledge Base integration and Large Language Model processing via API | Messages sent by users through the AI functionalities through Tiledesk web widget |
| Slack Technologies, Inc. | Internal messaging app for lead qualification | Customer full name, email and company details |
| Stripe, Inc. | Credit card payment processing tool | Customer email address, full name, company name & VAT number, billing address and credit card information |
| Mailgun Technologies, Inc. | Email integration within Tiledesk Services | Customer email |
| MongoDB GmbH | Cloud Database | All of the Services data |
| Microsoft Corporation | A behaviour analytics tool via Microsoft Clarity | The user session recording & heatmaps with anonymised user data |
| Humanic, Inc. | Marketing & Customer Support email automation tool | Customer full name and email |
| June, Inc. | Customer data platform for collecting, analysing and managing customer data | Customer fullname, email and company details |
| Hubspot | Internal CRM | Customer fullname, email and company details |
| Facebook Messenger | Customer support & general communication with customers via Facebook | Message content and other account information, if made available by the user |
| Pinecone Systems, Inc. | Customer information and support | Message content and documents uploaded, if made available by the user |
| WhatsApp Business | Customer support & general communication with customers via WhatsApp Business | Message content, phone number and account name, if made available by the user |
| Telegram | Customer support & general communication with customers via Telegram | Message content, phone number and account name, if made available by the user |
Feature Specific Sub-processors
Feature-specific sub-processors provide additional functionalities and specialised services to the Operator’s users. These sub-processors come into play only if the Responsible Party chooses to opt-in and utilise the corresponding features. They may have access to specific data or perform specific tasks related to the particular integrations utilised.
| Vendor | Services | Data Shared |
| Facebook Messenger | Messaging platform for businesses to communicate with customers via Facebook | Used to support the connection of users' Facebook pages with the chatbots, so message content and other account information are shared |
| HubSpot | CRM, marketing, sales, and customer service software suite | The user has the option to activate this integration and select which data will be sent from the chatbot when using the integration |
| OpenAI | AI platform that helps in executing Tiledesk AI integration functionalities | If the user does not use any of the AI functionalities (GPT Task and Ask Knowledge Base) no data will be shared with this vendor |
| WhatsApp Business | Messaging platform for businesses to communicate with customers via WhatsApp | Used to support the connection of users' WhatsApp Business account to the chatbots and campaigns, so account names, phone numbers and message content are shared |
| Pearberry Software, Inc. | Marketing & Customer Support email automation tool | Used to automate campaign emails and broadcasts via email and/or WhatsApp, so Customer fullname, phone number and email |
| Twilio Inc. | Messaging tool to integrate SMS channel | Used to support inbound and outbound SMS communications, so user full name, phone number, and message content |
| Qapla’ | Shipping & E-commerce management tool | Used for customer support to automate information about orders and shipment status, so user full name, email, order number and tracking number |
| Telegram | Messaging platform for businesses to communicate with customers via Telegram | Used to support the connection of users' Telegram account to the chatbots and campaigns, so account names, phone numbers and message content are shared |
| Celonis, Inc | Workflow automation tool via Make API | The user has the option to activate this integration and select which data will be sent from the chatbot when using the integration |
| Mailgun Technologies, Inc. | SMTP Server settings for customising Customer emails within Tiledesk Services | Used to customise Customer email address when sending emails via Tiledesk services, so Customer email and SMTP parameters are shared |
| Pinecone Systems, Inc. | Ask Knowledge Base | The user has the option to index its Knowledge Base through document uploads (URLs, plain text, PDFs, DOCX) to automate the Bot's answers. Pinecone provides end-to-end encryption for user data, including encryption in transit and at rest |