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Chatgram - Support for Slack: Privacy Policy

Effective November 2, 2026 · Operated by brandID

This policy explains how brandID ("we", "us"), the maker of Chatgram, handles data when you install and use the Chatgram - Tšegetso app for Slack (the "App"). It adds Slack-specific detail to the brandID Privacy Policy, which covers Chatgram as a whole (see its section on Chatgram helpdesk and live chat). If the two ever differ on something about the Slack App, this page applies.

1. What we collect from Slack

When someone installs the App in a workspace

• The workspace ID and name, and the Enterprise Grid organization ID if there is one.
• The App's bot user ID, the permissions (scopes) that were granted, and the Slack user ID of the person who installed it.
• The bot access token Slack issues. We store it encrypted and use it only to call Slack on behalf of the App.

When a person connects their Chatgram account

• Their Slack user ID and the ID of their direct-message conversation with the App.
• Their Slack display name and profile email (via users:read le mo users:read.email), used to show who answered a ticket and, if their Chatgram account has no email yet, to fill it in.
• When they connected and when they were last active in the App.

When your team uses the App

• Replies you write in the App's direct messages or reply forms, and files you attach to those replies. These become part of the ticket's history in your Chatgram account.
• References to the ticket cards the App posted (channel ID and message timestamp), so the App can update a card when a ticket is answered or closed.
• Your actions on ticket cards (reply, translate, AI reply, close, spam, delete) and settings you change in the App's Home tab.

What we do not collect

• Messages in your public or private channels, or direct messages between people in your workspace. The App has no permission to read them.
• Your Slack password or any other Slack credentials.

2. Data from your website visitors

The App shows you messages that visitors send through the Chatgram chat widget or contact form on your website: their name, email, the website, their message and any files they attach. That data comes from your website, not from Slack. We process it for you as your service provider, as described in the brandID Privacy Policy. The App posts it into your workspace so your team can answer it.

3. How we use the data

• To deliver new tickets and ticket updates to the right people in your workspace.
• To send your replies, translations and attachments to the customer, on your website or by email.
• To link each Slack user to their Chatgram account and keep their permissions (owner, admin, agent) correct.
• To keep the same conversation history in Slack, the Chatgram dashboard and our Telegram bot.
• To keep the App secure, prevent abuse and fix problems.

We do not sell data, share it for advertising, or use it to build profiles of you or your customers.

4. AI features and their limits

When you click AI reply kana Translate, or when a website admin turns on automatic AI answers, the relevant message text (and, for AI replies, your website's knowledge base) is sent to our AI provider, OpenAI, to produce the draft, translation or answer. OpenAI processes it under its API terms, which do not allow it to train its models on this data. We don't use your Slack or customer data to train AI models either.

5. Who we share data with

We share data only with service providers that help us run Chatgram, and only as needed for that purpose:

We may also disclose data when the law requires it. The full list of sub-processors is in the brandID Privacy Policy.

6. How we store and protect it

• All traffic between Slack, our servers and your browser uses HTTPS.
• Every request Slack sends us is checked against Slack's signing secret, so we only act on genuine requests from Slack.
• Bot access tokens are stored encrypted, and only our servers can decrypt them.
• Access to production data is limited to staff who need it to run and support the service.

7. How long we keep it, and how to delete it

• Uninstalling the App (Slack: Apps → Chatgram - Support → About → Configuration → Remove App): Slack revokes the token and tells us. We delete the stored bot token and stop all calls to your workspace straight away.
• Disconnecting one person (/chatgram unlink, or the Disconnect button in the Home tab): we stop sending them tickets in Slack and remove the Slack link from their Chatgram account.
• Ticket history (including replies sent from Slack) stays in your Chatgram account for as long as the account exists, because it is your support history. Website admins can delete a ticket at any time from the ⋮ menu on its card in Slack.
• Full deletion: email [email protected] from the address on your Chatgram account and we will delete your account, the workspace record and the Slack data linked to it, unless the law requires us to keep something.

8. Your rights

Depending on where you live, you may have the right to access, correct, export or delete your personal data, or to object to how we use it. Email [email protected] and we will help. If you are a customer of a business that uses Chatgram, we may pass your request to that business, since it decides how your messages are used.

9. Changes

If we change this policy, we will update the date at the top of this page. For significant changes we will tell workspace admins in the App or by email before they take effect.

10. Contact

brandID (maker of Chatgram) · [email protected] · chatgram.brandid.app/slack