Privacy policy
What we collect, why, and what you can do about it - in plain English first, legal language where it has to be.
Who we are
inrelay is a shared inbox for small teams, operated by LabiOffice Inc. (“LabiOffice”, “we”, “us”). LabiOffice Inc. is the company responsible for the data described here. This policy covers the inrelay apps, the customer chat widget, and this website.
What we collect
Three kinds of data, roughly in order of sensitivity:
- Workspace content. The conversations you connect - email threads, live-chat messages, contact details your customers share, internal notes, knowledge-base articles, and CSAT responses. This is your data; we store it to run your inbox.
- Account data. Your name, email address, workspace settings, and billing details.
- Usage data. Basic product analytics and logs needed to keep the service working. Inside the apps this is which features are used, sent to PostHog in the United States and keyed to your workspace rather than to you - never message content, names or addresses - and you can switch it off in Settings.
How AI uses your conversations
When the agent triages a thread or drafts a reply, the relevant conversation is sent to our AI model providers over their APIs. Under those providers’ API terms, your conversations are not used to train their models. By default, a human on your team approves every draft before it sends. If you turn on Autopilot, the agent sends replies on its own - except refunds, upset customers and VIPs, which always stop and wait for a person. If you turn on the AI chatbot in your chat widget, it answers visitors’ questions directly from your knowledge base and hands the conversation to your team when it cannot help. The current providers are listed on our subprocessors page.
Inbox search uses AI differently. So your team can find a conversation by what it is about, not only by its exact words, the text of your messages is sent to OpenAI and converted into embeddings - lists of numbers that describe what a passage means. The embeddings are stored in your workspace’s database, are used only to power search, and are deleted automatically along with the messages and conversations they came from. The same API terms apply: your messages are not used to train OpenAI’s models.
Who we share data with
We share data only with the vendors that run the service - hosting, database, email delivery, AI providers - under data-processing agreements. The full list, with purpose and location for each, lives at /subprocessors. We do not sell personal data.
Google user data
If you connect a Gmail mailbox, inrelay’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.
We use that data only to provide the shared-inbox features you connected it for: reading the messages sent to that mailbox, making them searchable for your team, and sending your team’s replies - including the ones the agent sends on its own if you turn on Autopilot. We do not use it for advertising, we do not sell it, and we do not use it to train generalised AI models. Drafting a reply sends the relevant conversation to our AI model providers to produce that draft, under API terms that forbid training on it - the providers are listed on our subprocessors page. Making a message searchable sends its text to OpenAI to create the embeddings described above, under the same terms. No human reads your mail except where you ask us to for support, where we must to investigate a security problem, or where the law requires it.
Disconnecting a mailbox. Disconnecting revokes our access at Google straight away and deletes the stored credentials, so we can no longer read or send anything. Messages already synced into your workspace stay there, because they are your team’s support history rather than a copy of your mailbox - disconnecting a connector should not erase the record of conversations your team has already had. To remove that content as well, delete the workspace, which erases it along with everything else.
How we protect your data
We protect all the data we hold, including Google user data, with the following measures.
Encryption in transit and at rest. All connections between our apps, the chat widget, our servers and Google’s APIs are encrypted using TLS 1.2 or higher. Data is encrypted at rest using AES-256 in our database and file storage, and our backups are encrypted.
Google credentials. When you connect a Gmail mailbox, the access tokens we receive from Google are stored only on our servers. They are never sent to a browser, a mobile app or a teammate, and only our backend service can read them. Disconnecting the mailbox revokes that access at Google and deletes the tokens from our systems.
Access controls. Each workspace is isolated at the database level, so a teammate can only reach the workspaces they belong to. Access by our own staff is restricted to a small number of authorised people, requires two-factor authentication, and is used only to provide support you request, to investigate a security problem, or where the law requires it. You can enable two-factor authentication on your own account.
Security practices. We review and test our systems regularly, monitor our code and its dependencies for known vulnerabilities, and maintain an incident response plan. If a security incident affects your data, we will notify you without undue delay.
To report a security concern, contact security@inrelay.ai.
Retention, export, and deletion
Your workspace content stays as long as your workspace does.
Export. The workspace owner can export everything - every conversation and message, contacts, knowledge-base articles, settings, the team roster, and the uploaded files - from Settings → Security, on desktop or in the mobile app. It arrives as a download link by email, as JSON plus the original files, and the link expires after seven days. Any teammate can separately export their own personal data at any time.
Deleting your own account. If you are a teammate rather than the workspace owner, deleting your account removes your login and your personal details. The replies you sent stay in the workspace’s conversations, because they are your team’s business records rather than yours - they appear as “Former teammate” instead of your name.
Deleting the workspace. Only the owner can do this, and it is deliberately not instant. The workspace is frozen straight away - the chat widget, help center and hosted chat go offline, inbound email stops being accepted, and everyone is signed out - but nothing is destroyed for 30 days. One click during that window restores everything exactly as it was. We email the owner when the request is made, at seven days remaining, and again 24 hours before. After 30 days the workspace, its conversations and contacts, the uploaded files, and every teammate’s login are permanently deleted. That cannot be undone by you or by us.
Two things we cannot delete on that schedule, and why. Our database keeps encrypted point-in-time backups for a limited period, so deleted data persists in those backups until they age out and are overwritten; they are never restored to serve a request, only to recover from a disaster. And invoices and payment records are financial records we are legally required to keep for several years, under a legal-obligation basis rather than your consent. Both are recognised limits on erasure under GDPR - we state them because a promise of instant, total deletion would not be one we could keep.
Email addresses are retired, not recycled. If your
workspace used an @inrelay.email forwarding address, that address
is permanently retired when the workspace is deleted. Nobody else can ever
claim it, so mail your correspondents send later is not delivered to a
different company.
Cookies
The product uses cookies to keep you signed in. The website keeps cookies minimal and does not use advertising trackers.
The website uses Google Analytics, which sets two cookies to count visits and show us which pages get read. It is off until you accept it, and declining changes nothing about how the site works. You can change your mind at any time from Cookie settings in the footer; withdrawing deletes those cookies. Our webfonts are served from our own servers, so loading a page does not tell a font provider you were here.
Your rights
Depending on where you live, you can access, correct, export, or delete your personal data. Our GDPR page explains these rights and the legal bases we rely on; teams that need a data-processing agreement should see the DPA page.
Contact
Questions about this policy, or to exercise any of the rights above, write to LabiOffice Inc. at hello@inrelay.ai. The terms of service cover the commercial side of the relationship.