Krisp
Privacy policy
Last updated 19 October 2026
This policy explains what Krisp (krisp.chat, “Krisp”, “we”) stores when you use it, why, who it is shared with and for how long - both for the teams who sign up (“customers”) and for the people who write to them through the chat (“visitors”). It is written to be read; if anything in it is unclear, ask us.
Who we are, and your two roles
When you create a workspace, we process your account on our own behalf. When your visitors chat with you, we process their messages on your behalf, under your instructions, as your processor. The section “Visitors to a customer’s site” is written for them as well as for you; you may link to it from your own privacy policy.
What we store
About customers (the people who sign in)
- Your email address, display name and avatar colour, and a hash of your password (never the password).
- Workspace details: its name, the websites the chat may appear on, your own domains for the chat page, settings, the logo you upload, help articles, automations, saved replies, reminders, and everything you feed the AI (website pages - their text and HTML - documents and answers).
- Credentials you connect - an AI key, a Discord, Telegram, Facebook or WhatsApp token, a Meta app secret - encrypted at rest and never shown again. The order lookup signing secret is encrypted too, and shown again only to the workspace’s owners and admins. A Crisp API key used to import conversations serves that import only and is never stored; the Crisp website ID and token identifier are kept, the identifier encrypted, so a long import can carry on.
- Session records (which browsers and apps are signed in, since when and when last used), two-step sign-in secrets (encrypted) and recovery codes (hashed), API keys (hashed), and an audit log of changes to the workspace with the network address each came from.
- Billing: your plan, the payment provider’s references for your subscription or payments (Stripe’s customer and subscription identifiers, PayPal’s order identifiers, OxaPay’s payment identifiers), and the amounts and dates of payments. Card numbers never reach Krisp; the payment provider holds them.
- Usage of hosted AI: every call with its model, tokens and cost, for your usage page and your cap.
About visitors (the people who write to a customer)
- The messages they write and the pictures and videos they send, the time they were sent, and whether they were read.
- A name and an email address, only if they give one in the chat, or write by email, or the customer’s website passes a customer id.
- For someone who writes through WhatsApp, Instagram, Facebook Messenger or Telegram: the name and account ID that service passes on, and for WhatsApp their phone number.
- Technical details the browser sends: the page the chat was opened on, the referrer, the browser and device, the language and the time zone.
- The network (IP) address the chat was last opened from, the network it belongs to (looked up on our own server in a public list of address ranges; the address is not sent anywhere for it), and an approximate location - country, region and city - from our network provider’s reading of that address. The customer’s team sees these on the visitor’s profile.
- A rating at the end of a conversation, if they leave one.
Why we store it
- To run the service: to deliver messages, show the inbox, send replies by email, remember a visitor’s conversation for 30 days, and bill the plan. Legal basis: performance of the contract with the customer.
- To keep it safe: rate limits, sign-in protection, the audit log, backups. Legal basis: our legitimate interest in running a secure service.
- To answer automatically: the AI reads the conversation and what the customer taught it. Legal basis: the customer’s instructions as controller.
- To improve the built-in model, only with the customer’s express choice (see “The AI”).
We do not sell personal data, show advertising, or build profiles of visitors across customers.
Visitors to a customer’s site
If you wrote to a company through a Krisp chat: the company you wrote to is responsible for your data, and Krisp holds it for them. The chat remembers you on that browser for 30 days so your conversation continues. If the company’s plan includes email, a reply or transcript it emails you contains a link that reopens your conversation on any device: the link holds a one-time code, not your chat’s token, works once and expires after seven days, and opened in a browser that had no chat with that company, it signs every other browser out of your conversation. You can ask the company for a transcript, to correct your details or to delete your conversation, and they can do all three from their dashboard. If you cannot reach the company, contact us and we will help.
The AI
Krisp’s built-in engine answers from the customer’s own material and sends nothing outside Krisp. A customer may instead use an outside AI model - the one this server provides, or their own account with a provider - in which case the text of the conversation and the material the AI was taught are sent to that provider to produce the answer, under the provider’s terms. The dashboard says which model is in use.
A customer can let the AI learn from conversations their team resolves: the visitor’s question and the teammate’s answer are kept in that customer’s workspace. Separately, and only if the customer switches it on, a masked copy of those pairs - with email addresses, phone numbers, links and long numbers removed - joins a pool across customers that trains Krisp’s own classifier. Switching it off removes that customer’s copies from the pool. Names written in the text are not detected by the masking; the dashboard says so where the switch is.
Who sees your data
Krisp’s staff see customer and visitor data only to run the service and when you ask for help, and are bound by confidentiality. Otherwise data is shared only with the providers below, each under a data processing agreement, and only for the purpose named:
| Provider | Purpose | Where |
|---|---|---|
| Hetzner Online GmbH | Hosting of the service and its database | Germany (EU) |
| Hetzner Online GmbH (Storage Box) | The continuous off-site copy of the database and its snapshots | Germany (EU) |
| Cloudflare, Inc. | Network delivery and protection in front of the service; sees traffic in transit | Global edge; EU data centres for EU visitors |
| Resend, Inc. | Sending email (replies, transcripts, invitations, sign-up codes) and receiving email sent to a workspace’s address | United States / EU, per their configuration |
| Stripe, Inc. | Payments for paid plans by card; holds card details | United States / EU |
| PayPal | Only for customers who pay with PayPal: the payment | United States / EU |
| OxaPay | Only for customers who pay in crypto: the payment | As set out in OxaPay’s terms |
| An AI provider | Only when a customer chooses an outside model: the conversation text and taught material, to produce answers | Depends on the provider the customer chose |
| Discord, Telegram, Meta (Messenger, Instagram, WhatsApp) | Only for customers who connect that channel: the messages exchanged on it | Those companies’ services |
Where a provider processes data outside the European Economic Area, the transfer rests on the European Commission’s standard contractual clauses or an adequacy decision. We will disclose data to authorities only when the law requires it, and will tell the customer unless we are forbidden to.
How long we keep it
- Conversations, contacts and everything in a workspace: for as long as the workspace exists. A customer can delete a conversation, a contact or the whole workspace from the dashboard; deletion is final within the backup retention below.
- Backups: snapshots of the database are kept for 30 days, then removed.
- Sessions: until signed out, and at most 14 days after signing in. Visitor tokens: 30 days.
- The audit log and billing records: for as long as the workspace exists, and then as long as tax law requires for payment records.
- Emails sent on your behalf: the content is kept with the conversation, and our delivery records with the workspace.
- A closed account is removed within 30 days of the request, except what the law requires us to keep.
Your rights
Under the GDPR and similar laws you may ask what we hold about you, have it corrected or deleted, receive a copy in a usable format, object to or restrict processing, and complain to your supervisory authority. Customers do most of this themselves in the dashboard (account page, contacts, workspace settings); for anything else, or if you are a visitor, contact us. We answer within 30 days.
Cookies and local storage
Krisp sets one cookie for customers: the sign-in session, essential to the service. The chat widget stores its conversation token, a copy of the chat’s own settings (so it can open while the server is briefly out of reach), an unsent draft and a few preferences in the visitor’s browser storage, for the chat to continue on that browser. Once a visitor has a conversation, the website the chat is on also keeps a marker saying so in its own browser storage, so the chat can open out of sight on that site’s other pages and replies reach the visitor there; it holds nothing else. The widget sets no cookies and uses no advertising or analytics trackers. The website uses no analytics cookies.
Changes to this policy
When this policy changes we update the date above and, for a change that matters, tell customers by email or in the dashboard before it takes effect.