Privacy Policy

1. Introduction

Welcome to TransCXP ("we," "our," or "us"). We provide an omnichannel customer experience platform designed for enterprise support teams. This Privacy Policy explains how we collect, use, disclose, retain, and safeguard information when you use our platform, APIs, and associated services, including information processed on behalf of our business customers.

2. Information We Collect

Depending on how you use TransCXP and the services or integrations enabled by your organization, we may collect and process the following categories of information:

• Account and Authentication Information: Name, email address, phone number, organization or account information, authentication credentials such as hashed passwords, user roles and permissions, and other information required to create, authenticate, and manage TransCXP accounts.
• Customer and Interaction Data: Customer names, phone numbers, WhatsApp numbers, email addresses, social media identifiers, messages, conversation history, tickets, broadcast information, contact and group information, attachments or other content, and related metadata processed through TransCXP on behalf of our enterprise clients.
• When an organization connects TransCXP with third-party services, including communication platforms, social media platforms, email services, business management platforms, customer support systems, and other supported services, we may access, receive, transmit, or process information made available through those integrations as necessary to provide the requested functionality.
• System and Usage Information: IP addresses, browser and device information, login and access timestamps, system logs, audit logs, error information, usage activity, and other technical information used to operate, secure, monitor, and improve the platform.
• AI-Processed Information: Where AI-powered features are enabled by an enterprise client, TransCXP may process relevant customer interaction data, including conversation or ticket content, to provide features such as conversation summaries, customer sentiment or mood analysis, and other productivity assistance. AI-powered features are optional and may be enabled or disabled by the enterprise client.

3. Google API Services Disclosure

TransCXP uses Google APIs, including the Google Business Profile APIs, to provide features that allow authorized users to manage and interact with their Google Business Profile information through the TransCXP platform.

When you connect a Google account or Google Business Profile to TransCXP, we may access and process information made available through the authorized Google APIs, including business profile information, location information, reviews, posts, and other data permitted by the scopes authorized by the user. Access is performed through Google's OAuth authorization process and is limited to the permissions necessary to provide the requested functionality.

TransCXP's access to and use of information obtained through Google APIs is subject to the Google API Services User Data Policy, including the Limited Use requirements. We use Google API data only for providing and improving the specific features requested by our users and do not use Google API data to develop, improve, or train generalized artificial intelligence or machine learning models.

We do not sell Google user data. Google API data is not transferred to third parties except as necessary to provide the requested functionality, comply with applicable law, protect our services, or as otherwise permitted under the Google API Services User Data Policy.

Users may revoke TransCXP's access to their Google account or Business Profile through the applicable Google account controls. When an enterprise client terminates its use of the relevant Google integration, TransCXP will cease accessing the associated Google API data, subject to applicable legal, security, and contractual retention requirements.

4. How We Use Your Information

We use information collected through TransCXP for the following purposes:

• Provide and operate the platform: To provide, maintain, and operate the TransCXP platform and its features, including customer service management, ticketing, omnichannel communications, contact management, and related services.
• Manage customer interactions: To receive, process, organize, and deliver customer messages, tickets, emails, calls, and other interactions through the communication channels and integrations enabled by our enterprise clients.
• Assign and route interactions: To route and assign tickets and customer interactions to appropriate agents or teams based on the rules and assignment methods configured by the enterprise client, including methods such as Round Robin and Load Balancing.
• Provide analytics and reporting: To generate operational analytics, performance metrics, and Service Level Agreement (SLA) reports for authorized administrators and users.
• Support broadcasts and communications: To facilitate the sending of messages, emails, notifications, and other communications to customers through supported channels, subject to the configuration and instructions of the enterprise client.
• Provide optional AI-assisted features: Where enabled by an enterprise client, to process relevant customer interaction data to provide AI-assisted productivity features, such as conversation summaries, customer sentiment or mood analysis, and other assistance intended to help agents and support teams. AI-powered features are optional and are not required to use the core TransCXP platform.
• Integrate with third-party services: To connect and exchange information with third-party services selected and authorized by the enterprise client, in order to provide requested functionality and communication services.
• Maintain security and reliability: To authenticate users, detect and prevent unauthorized access, abuse, spam, and other security threats, as well as to monitor, troubleshoot, and maintain the reliability of our infrastructure.
• Improve our services: To understand platform usage, diagnose technical issues, and improve the functionality, performance, and reliability of TransCXP.
• Comply with legal obligations: To comply with applicable laws, regulations, legal processes, and lawful requests from governmental or regulatory authorities where required.

5. Data Sharing and Third-Party Subprocessors

TransCXP does not sell, rent, or trade personal information. We may share, transmit, or provide access to information only when necessary to provide, maintain, secure, or support the services requested by our enterprise clients.

Depending on the services and integrations enabled by an enterprise client, information may be processed by the following categories of third parties:

• Infrastructure and Hosting Providers: We use trusted infrastructure providers, such as Amazon Web Services (AWS), to host and operate TransCXP and its supporting infrastructure.
• Communication and Channel Providers: When an enterprise client enables communication channels such as WhatsApp, Facebook, Instagram, email, or other supported channels, relevant information may be transmitted to or received from the corresponding service providers and APIs to facilitate customer communications.
• Business and Customer-Service Integrations: Where enabled by an enterprise client, TransCXP may exchange relevant information with third-party platforms such as Zendesk, Udesk, Wappin, Jatis Mobile, and other supported services to provide requested communication, customer service, ticketing, or integration functionality.
• AI Service Providers: Where an enterprise client enables optional AI-powered features, TransCXP may transmit relevant customer interaction data to third-party AI service providers to provide those features. This may include conversation history and selected customer information necessary for the requested AI functionality, such as a customer's WhatsApp phone number or username/identifier associated with Facebook, Instagram, or Live Chat. TransCXP does not transmit all customer attributes to AI service providers by default and limits the information shared to data required for the particular AI feature.

We require third-party service providers that process information on our behalf to implement appropriate safeguards and to process information only for authorized purposes and in accordance with applicable contractual and legal requirements.

We may also disclose information where required by applicable law, legal process, or lawful governmental request, or where reasonably necessary to protect the rights, security, and integrity of TransCXP, our users, or others.

We do not sell personal information to third parties for advertising or other unrelated commercial purposes.

6. Data Security & Retention

• Data Security
• TransCXP implements technical, organizational, and administrative measures designed to protect information against unauthorized access, disclosure, alteration, loss, or destruction.
• Our information security practices are based on recognized information security principles, including controls aligned with the ISO/IEC 27001 framework. Our security controls and practices are also subject to periodic external assessment and audit.
• Depending on the nature of the information and the functionality involved, security measures may include encryption of data in transit using HTTPS/WSS, encryption or other appropriate protection of data at rest, access controls, role-based permissions, authentication mechanisms, audit logging, monitoring, vulnerability management, backup procedures, and other measures designed to protect the confidentiality, integrity, and availability of information.
• TransCXP also provides role-based access controls and data-masking capabilities that allow enterprise clients to restrict access to certain customer information based on user roles and permissions.
• Data Retention
• TransCXP retains information for as long as necessary to provide the services, fulfill the purposes described in this Privacy Policy, comply with contractual and legal obligations, resolve disputes, maintain security, and enforce applicable agreements.
• Customer interaction data processed through TransCXP may be retained for up to two (2) years, unless a different retention period is agreed with the applicable enterprise client or a longer period is required by applicable law.
• TransCXP performs regular database backups, including daily backups, to support system recovery, business continuity, and data integrity. Backup copies may be retained separately from active production data and may therefore remain for a limited period after information is removed from the active system, subject to our backup and security procedures.
• When information is no longer required and is not subject to a legal, contractual, security, or backup retention requirement, TransCXP takes reasonable measures to securely delete, anonymize, or otherwise dispose of the information.

7. Contact Us

For questions regarding this Privacy Policy or your data rights, please contact our IT Support & Staff at:

• Email: itccs@trans-cosmos.co.id
• Address: [MANDIRI INHEALTH TOWER (d/h RDTX Tower), Jakarta Selatan, DKI Jakarta, 12940], Indonesia