Privacy policy
This policy explains what personal information Indggo collects through indggo.com and Indggo Relay, how we use and protect it, and the privacy rights you have and how to use them.
Who we are
416, Inc. is a Michigan technology company doing business as Indggo (“Indggo,” “we,” “us”). This policy covers our website at indggo.com and Indggo Relay (“Relay”), our web application at relay.indggo.net, including the Indggo Relay app on the Zoom App Marketplace.
Relay is a workspace that embeds Zoom Contact Center and Zoom Phone alongside integrations with customer relationship management (CRM) and practice management systems, such as Filevine, Salesforce, and ServiceTitan.
Our customers’ data
Businesses (“customers”) use Relay, and their staff (“users”) sign in to it. When a customer connects Relay to its CRM, the records Relay displays and updates belong to that customer. We process that information on the customer’s behalf and according to its instructions.
If you’re a client or contact of one of our customers and have a question about your information, contact that business directly. If you contact us instead, we’ll refer your request to the customer and help them respond.
Information we collect
When you visit our website
Our website at indggo.com doesn’t use cookies, analytics, advertising tags, or third-party scripts or fonts. Like any website, our web server automatically records basic request information, such as your IP address, browser type, the page you requested, and the time of the request. We host our website ourselves and keep these request logs for 7 days.
When you contact us
If you email us, we receive your name, email address, and whatever you include in your message. We use it to respond to you.
Your Relay account
When you create a Relay account or are added to one, we collect your email address. If you sign in with an email address and password, we store your password only as a bcrypt hash. If you sign in with Zoom, we collect the Zoom information described below under “When you connect Zoom.” Your name, phone number, profile photo if you add one, role, and organization are kept with your account.
Relay keeps your sign-in tokens and a copy of your account profile in your browser’s local storage, and a sign-in trace ID in session storage. Signing out removes them from local storage. Relay doesn’t use analytics, advertising, or error-monitoring tools.
When you connect Zoom
Relay uses the Indggo Relay app for Zoom only to sign you in with your Zoom account. The app is user-managed: your organization’s Zoom admin can add it for your organization’s users, or you add it the first time you sign in. It can access only the Zoom profile of the person who signs in with it.
The app requests one Zoom permission, View a user (user:read:user). Relay uses it once each time you sign in, to read your Zoom profile and identify you.
Relay stores your Zoom user ID, email address, and first and last name with your Relay account. Relay doesn’t store Zoom access or refresh tokens; the access token is used once to read your profile and then discarded. Each time you sign in with Zoom, Relay also records the complete profile Zoom returns for your account, including your name, email address, Zoom user ID, and Zoom account ID, in its application logs, which we keep for 7 days.
When you take or make calls in Relay
Calls and contact center engagements run inside Zoom’s own embedded clients. Zoom handles call audio, video, recordings, transcripts, and wrap-up notes under Zoom’s terms. To match callers to your CRM and log calls, Relay receives call details from the embedded client, such as the other party’s phone number and the call’s direction and duration. Relay doesn’t receive call audio, video, recordings, or transcripts, and doesn’t store call details in its database.
When your organization connects a CRM
Relay retrieves records from your organization’s connected CRM to show beside a call. Depending on the CRM and how your organization uses it, these records can include a contact’s name, phone number, email address, date of birth, and related matters, projects, or leads. When you confirm a call log, Relay writes it to the CRM record you choose. Relay shows CRM records during a call but doesn’t store them in its database. CRM credentials are encrypted before they’re stored, as described in How we protect information.
How we use information
We use personal information to:
- Provide, operate, and maintain Relay and the website.
- Authenticate you with Relay and with Zoom.
- Match callers to CRM records, show those records during calls, and log calls to the CRM when you confirm them.
- Respond to support requests and other messages.
- Protect the security and integrity of Relay, and detect and prevent misuse.
- Comply with legal obligations and enforce our terms of use.
We don’t use Zoom user data or customer CRM data for advertising. We don’t sell personal information, and we don’t share it for targeted advertising. We don’t use Zoom user data or customer CRM data to train artificial intelligence models.
Zoom and your Zoom data
Relay works with Zoom, but Zoom is a separate company. Zoom’s own privacy statement governs how Zoom handles your information, including calls made in the Zoom clients embedded in Relay. Removing the Indggo Relay app from your Zoom account ends Relay’s authorization to your Zoom account; it doesn’t delete information that Zoom holds.
How long we keep information
We keep personal information only as long as we need it for the purposes in this policy, or longer if the law requires.
- Relay account information, including the Zoom information stored with it: 1 year after the account is closed.
- Application logs, including the Zoom sign-in records described in Information we collect: 7 days.
- Support tickets: 1 year.
Removing the Indggo Relay app from your Zoom account doesn’t automatically delete information Relay already holds. That information stays for the periods described above, or until you ask us to delete it as described in Your privacy rights and how to use them.
How we protect information
We encrypt information in transit using TLS 1.2 or higher, and Relay’s database is encrypted at rest. Secrets, including CRM and Zoom app credentials, are also encrypted with AES-256-GCM before they’re stored. Passwords are stored only as bcrypt hashes, and sign-in sessions only as hashes. We limit access to personal information to the people who need it to operate Relay.
No method of transmission or storage is completely secure. If a security breach affects your personal information, we’ll notify you, and the affected customer, as the law requires.
Your privacy rights and how to use them
You have the right to:
- Know and access the personal information we hold about you.
- Correct personal information that is inaccurate.
- Delete your personal information.
- Get a copy of your personal information in a portable format.
- Opt out of the sale of your personal information or its use for targeted advertising. We don’t do either.
- Stop Relay’s access to your Zoom account at any time by removing the Indggo Relay app. See how to remove it.
Some of these rights come from state laws that may not apply where you live. We honor these requests from all users, wherever they live. If your information reached us through one of our customers’ CRMs, we’ll refer your request to that customer, as described in Our customers’ data.
How to make a request
Email support@indggo.com with the subject line “Privacy request,” and tell us which right you want to use. Each email opens a support ticket, and our reply includes your ticket number.
Before we act on a request, we’ll verify your identity, usually by confirming that the request comes from the email address on your Relay account. We’ll respond within 30 days. Where the law allows, you can have an authorized agent make a request for you.
If we deny your request, we’ll explain why. You can appeal by replying to our decision, and we’ll respond to your appeal within 45 days. We won’t treat you differently for using any of these rights.
Children
Relay and our website are intended for people 18 and older and aren’t directed to children. We don’t knowingly collect personal information directly from children under 13. Customer CRM records that Relay displays may include information about minors; we process that information only on the customer’s behalf, as described in Our customers’ data. If you believe a child has given us personal information directly, contact us and we’ll delete it.
Where we process information
We’re based in the United States, and we process and store information in the United States. If you’re in the European Union, see Users in the European Union.
Users in the European Union
If you’re in the European Union and use Relay through your organization, your organization is the controller of your personal information under the General Data Protection Regulation (GDPR). Indggo is its processor: we process your information on your organization’s behalf and according to its instructions. This includes your Relay account, the Zoom information described in Information we collect, and the CRM records Relay shows during calls.
Relay uses your Zoom information only to sign you in. Your organization decides the legal basis for processing your information in Relay.
We process and store information in the United States. Transfers of your personal information from the European Union to us are covered by the European Commission’s standard contractual clauses in our customer agreements.
Under the GDPR, you can ask to access, correct, or delete your personal information, to restrict or object to its processing, and to receive a copy in a portable format. Because your organization is the controller, send these requests to your organization. If you send one to us at support@indggo.com, we’ll pass it to your organization and help it respond.
You can also complain to the data protection authority in the EU country where you live or work, or where you believe your rights were infringed.
Changes to this policy
When we change this policy, we’ll update the effective date at the top of this page. If a change is material, we’ll also notify you by email before it takes effect, where we have your email address.
Contact us
416, Inc., doing business as Indggo
support@indggo.com