Depending on how you interact with TouchNow and how our customers configure the platform, we may collect or process the following categories of information:

Account and Business Information: Information about users of the TouchNow platform, including name, business email address, phone number, company, job role, account details, business registration and tax information (including identifiers such as PAN, GSTIN, CIN and TIN), and other information required to provide and administer the service.

Prospect and Customer Information: Information provided by our customers or received through systems and services connected by them, including names, contact details, enquiries, lead sources, product or service interests, CRM information and other information relevant to a customer relationship or sales opportunity.

Communication and Interaction Data: Communications and interactions occurring through or connected with TouchNow, which may include WhatsApp or other messaging conversations, emails, SMS messages, call recordings and transcripts, meeting information, notes, tasks, follow-ups, appointments and other interaction history.

Integration Data: Information received from or exchanged with third-party services that a customer chooses to connect with TouchNow, such as CRM systems, advertising and lead-generation platforms, telephony providers, messaging services, email services and other business applications.

Derived and AI-Generated Information: TouchNow may process information from customer interactions to generate contextual intelligence such as summaries, classifications, preferences, interests, timelines, engagement indicators, recommendations and other insights designed to assist users and AI-powered features within the platform.

Website, Device and Usage Information: When you visit our website or use the TouchNow platform, we may automatically collect certain technical and usage information, such as IP address, browser and device information, login and activity logs, usage patterns and diagnostic information. We use this information to operate, secure, monitor and improve the platform.

The specific information processed through TouchNow depends on the services selected by the customer, the integrations they enable and the information they choose to provide or process through the platform.

We use and process information only as necessary to provide, operate, secure and improve the TouchNow platform and to deliver the services configured by our customers. Depending on the nature of the information and our role in processing it, this may include the following purposes:

Providing and Operating the TouchNow Platform: We process information to provide our services and enable customers to manage opportunities, maintain lead and prospect information, qualify and engage leads, manage follow-ups and appointments, assist sales teams, and use other functionality available within the TouchNow platform.

Providing Contextual and Personalized Intelligence: We process lead and prospect interactions and related information to maintain context across the opportunity lifecycle and provide relevant intelligence to users and AI-powered features. This may include generating summaries, understanding preferences and interests, identifying timelines and engagement signals, maintaining interaction context, and recommending relevant actions or next steps.

Communication and User Engagement: We process information to facilitate communications and engagement with leads and prospects through channels configured or connected by our customers, such as messaging, telephone calls, email and SMS. We may also use information to provide notifications, reminders, alerts and other communications necessary to operate the service.

Analytics and Service Improvement: We use platform and usage information to understand how TouchNow is used, monitor system and feature performance, troubleshoot issues, improve functionality and user experience, and develop or enhance features and services. This does not include using Customer Data or customer-specific intelligence to train or fine-tune AI models.

Security, Compliance and Platform Integrity: We process information where necessary to protect the security and integrity of TouchNow, authenticate users, manage access controls, maintain audit and activity records, detect misuse or unauthorized activity, investigate security incidents, enforce applicable agreements, and comply with applicable legal and regulatory requirements.

Where TouchNow processes personal information on behalf of a customer, the purposes for which that information is processed are determined by the customer and TouchNow processes the information in accordance with the customer’s instructions and applicable agreements.

TouchNow uses artificial intelligence to provide contextual insights, summaries, classifications, recommendations and other AI-powered capabilities within the platform. To provide these features, TouchNow may process information relating to leads, prospects, opportunities and their interactions, together with relevant information provided or configured by our customers.

Customer-Specific Intelligence: TouchNow may derive and store contextual information from interactions and activities to maintain continuity and organizational knowledge over time. This information may be retrieved and used to provide relevant context to AI-powered features, assist users, and generate recommendations or other insights within the platform.

No AI Model Training: TouchNow does not use Customer Data, lead or prospect data, conversations, call recordings, transcripts, or customer-specific intelligence to train or fine-tune AI models. Information processed through TouchNow remains isolated to the relevant customer environment and is used only to provide and operate the services for that customer.

Third-Party AI Services: TouchNow may use third-party artificial intelligence and technology service providers to deliver certain AI-powered capabilities. Where information is processed by such providers, we limit the information shared to what is necessary to provide the relevant functionality and require appropriate data protection and confidentiality safeguards.

TouchNow processes personal information in accordance with applicable data protection laws. The legal basis for processing depends on the nature of the information, the purpose for which it is processed, and whether TouchNow is acting on its own behalf or as a processor for a customer.

Processing on Behalf of Customers: When TouchNow processes personal information relating to leads, prospects or other individuals on behalf of a customer, the customer is responsible for determining the appropriate lawful basis for collecting and processing that information and, where required, obtaining appropriate consent or providing necessary notices. TouchNow processes such information in accordance with the customer’s instructions and applicable agreements.

Consent: Where TouchNow directly collects personal information based on consent, we provide appropriate information about the purpose of the processing and obtain consent as required by applicable law. Where applicable, consent may be withdrawn, subject to legal or contractual requirements and processing already lawfully undertaken.

Other Lawful Processing: Depending on the applicable law and circumstances, TouchNow may process personal information where necessary to provide contracted services, operate and secure the platform, comply with legal obligations, respond to lawful requests, or pursue legitimate business interests where such a basis is recognized under applicable law and does not override the rights and interests of individuals.

For individuals covered by the General Data Protection Regulation (“GDPR”), TouchNow relies on the applicable lawful bases provided under the GDPR, including consent, contractual necessity, compliance with legal obligations and legitimate interests, as appropriate.

For processing governed by India’s Digital Personal Data Protection Act, 2023 (“DPDP Act”) and applicable rules, TouchNow processes personal data based on consent or other uses permitted under applicable law, as relevant to the particular processing activity.

TouchNow does not sell or rent personal information. We share or make information available to third parties only where necessary to provide, operate, secure or support the Services, where instructed or authorized by our customers, or where required by law.

Service Providers and Subprocessors: TouchNow may engage trusted third-party service providers and subprocessors to support the operation of the platform. These may include cloud infrastructure and hosting providers, AI and language model providers, telephony and communication providers, messaging and email services, transcription services, analytics and monitoring tools, and other technology providers necessary to deliver the Services.

Where these providers process personal information on our behalf, we require appropriate contractual, confidentiality, security and data protection safeguards and limit their processing to the purposes for which their services are engaged.

Customer-Configured Integrations: Customers may choose to connect TouchNow with third-party platforms and services, such as CRM systems, advertising and lead-generation platforms, telephony services, messaging platforms, email services and other business applications. Information may be exchanged with these services as necessary to provide the integration and functionality requested by the customer.

The customer’s use of third-party services may also be subject to the privacy policies and terms of those providers.

Legal and Regulatory Requirements: TouchNow may disclose information where required by applicable law, regulation, legal process or lawful request from a competent authority. We may also disclose information where reasonably necessary to protect the rights, security and integrity of TouchNow, our customers, users or others.

Business Transactions: If TouchNow is involved in a merger, acquisition, restructuring, financing, sale of assets or similar corporate transaction, information may be transferred as part of that transaction, subject to appropriate confidentiality and data protection requirements.

Affiliates and Group Companies: TouchNow may share information with its subsidiaries, affiliates or other entities under common ownership or control where necessary to provide, operate or support the Services, subject to appropriate confidentiality, security and data protection requirements.

TouchNow may anonymize, de-identify or pseudonymize certain information where appropriate to reduce the use and exposure of directly identifiable personal information while providing the Services.

These techniques may be used when processing and storing contextual information and organizational knowledge used by TouchNow’s AI-powered features. Where possible, directly identifying information may be removed, replaced or separated while retaining the context necessary to provide relevant intelligence, maintain continuity and support the functionality configured by our customers.

Information that has been pseudonymized or de-identified but can still reasonably be associated with an individual is treated as personal information and remains subject to the safeguards described in this Privacy Policy.

Where information has been irreversibly anonymized so that an individual can no longer reasonably be identified, it may no longer constitute personal information under applicable law. TouchNow does not use anonymization as a means to use one customer’s data or customer-specific intelligence to train AI models or provide customer-specific intelligence to other customers.

TouchNow implements appropriate technical and organizational measures designed to protect personal information and Customer Data against unauthorized access, disclosure, alteration, loss or misuse.

Access Controls: Access to systems and information is restricted based on roles and responsibilities. TouchNow uses authentication, authorization and role-based access controls to help ensure that information is accessible only to authorized users and personnel.

Encryption: Data is protected using industry-standard encryption practices, including encryption in transit and at rest, where applicable.

Customer Data Isolation: TouchNow maintains logical controls designed to keep each customer’s data and customer-specific intelligence isolated from other customers and to prevent unauthorized cross-customer access.

Logging and Monitoring: TouchNow maintains appropriate system, access and activity logs and uses monitoring mechanisms to help detect unauthorized activity, operational issues and potential security incidents.

Security Practices and Reviews: TouchNow periodically reviews its security controls, processes and infrastructure and works to maintain security practices appropriate to the nature and sensitivity of the information processed through the platform.

Security and Incident Response: TouchNow maintains processes designed to identify, investigate, contain, mitigate and respond to suspected or confirmed security incidents and personal data breaches. Where notification is required under applicable law, TouchNow will notify affected customers, individuals and/or relevant regulatory authorities, as applicable, and take reasonable steps to mitigate the impact of the incident.

While TouchNow takes reasonable and appropriate measures to protect information against unauthorized access, use, alteration, disclosure, loss or destruction, no system, method of electronic transmission, or data storage environment can be guaranteed to be 100% secure. Accordingly, we cannot guarantee the absolute security of information processed or stored through the Services. In the event of a security incident, we will follow our incident response procedures and take appropriate action in accordance with applicable law.

TouchNow retains personal information and Customer Data only for as long as reasonably necessary to provide the Services, fulfill the purposes described in this Privacy Policy, comply with applicable legal or regulatory requirements, resolve disputes, and enforce applicable agreements.

Customer Data: Information processed on behalf of our customers, including lead and prospect information, communication history, interaction data and customer-specific intelligence, is retained in accordance with the customer’s subscription, configuration, instructions and applicable agreements. Customers may request deletion of their data in accordance with their agreement with TouchNow and applicable law.

Deletion of Customer Data: Upon a valid deletion request or termination of the Services, Customer Data will be deleted or anonymized in accordance with our applicable retention and deletion procedures, subject to any information that we are required or permitted to retain under applicable law. Where applicable, deletion also covers customer-specific derived information and contextual intelligence maintained by TouchNow as part of the Services.

Account and Business Information: Information relating to TouchNow customer accounts, users, billing, support and business relationships may be retained for as long as necessary to administer the relationship and thereafter for a reasonable period where required for legal, accounting, audit, security or legitimate business purposes.

Backups and System Records: Deleted information may remain temporarily within secure backups, logs or disaster-recovery systems until those records are overwritten or deleted in accordance with our standard retention cycles. Information retained in such systems remains protected and is not used for ordinary business purposes.

Where information has been irreversibly anonymized so that it can no longer reasonably identify an individual, it may be retained as non-personal information in accordance with applicable law.

TouchNow is designed to support regional data residency. Customer Data is hosted within the geographic region designated for the customer, based on the customer’s location, applicable service configuration and data residency requirements.

Certain features may, however, rely on third-party AI or technology service providers whose processing infrastructure is located outside the customer’s designated data residency region. As a result, limited information necessary to provide those features may be transferred to or processed in another country.

Where personal information is transferred across borders, TouchNow takes appropriate steps to ensure that such transfers are made in accordance with applicable data protection laws and are subject to appropriate contractual, technical and organizational safeguards.

For transfers of personal data subject to the GDPR, TouchNow uses appropriate transfer mechanisms where required, which may include Standard Contractual Clauses (SCCs) approved by the European Commission or other legally recognized safeguards.

For personal data subject to India’s Digital Personal Data Protection Act, 2023 and applicable rules, TouchNow processes and transfers personal data in accordance with applicable requirements and any restrictions prescribed by the Government of India.

Depending on your location and the applicable data protection law, you may have certain rights regarding your personal information. These rights may include the right to access, correct, update or erase your personal information, withdraw consent where processing is based on consent, and exercise other rights available under applicable law.

Access, Correction and Erasure: You may request access to personal information that TouchNow holds about you and, where applicable, request that inaccurate or incomplete information be corrected or updated. You may also request deletion of personal information where permitted under applicable law.

Withdrawal of Consent: Where processing is based on your consent, you may withdraw that consent at any time in accordance with applicable law. Upon withdrawal, processing based on that consent will cease, unless continued processing is permitted or required by law. Withdrawal does not affect processing that was lawfully carried out before your consent was withdrawn.

Additional Rights: Depending on the law applicable to you, you may also have rights relating to restriction of processing, objection to certain processing, data portability, grievance redressal, or other rights provided under applicable data protection laws.

Requests Relating to Our Customers: Where TouchNow processes personal information about a lead, prospect or other individual on behalf of one of our customers, that customer is the relevant Data Fiduciary or Data Controller. If your request relates to information collected or processed by that customer through TouchNow, you should generally direct your request to the relevant customer. TouchNow will provide reasonable assistance to our customers in responding to valid privacy requests in accordance with applicable law and our agreements.

Requests to TouchNow: Where TouchNow acts as the Data Fiduciary or Data Controller for your personal information, you may submit a privacy request using the contact details provided at the end of this Privacy Policy. We may take reasonable steps to verify your identity before processing a request and will respond within the timeframes required by applicable law.

These rights may be subject to limitations or exceptions provided under applicable law.

Communications from TouchNow: We may use contact information provided directly to TouchNow to send service-related communications, including account notifications, security alerts, product updates, support communications and other information necessary to provide and administer the Services.

Where permitted by applicable law, we may also send information about TouchNow products, services, features, events or other promotional communications. You may opt out of marketing communications at any time using the unsubscribe mechanism provided in the communication or by contacting us. Opting out of marketing communications does not prevent us from sending essential service-related communications.

Communications Sent on Behalf of Customers: Our customers may use TouchNow to communicate with their leads and prospects through configured channels such as messaging, telephone, email or SMS. In these circumstances, TouchNow facilitates the communication as a Data Processor acting on the customer’s instructions.

Customers are responsible for ensuring that such communications, including any required notices, permissions, consents, opt-out mechanisms and communication preferences, comply with applicable data protection, telecommunications and marketing laws.

TouchNow may provide functionality that helps customers manage communication preferences, consent status, opt-outs and related requirements within the platform.

TouchNow may use cookies and similar technologies on our website and platform to operate and secure our Services, remember user preferences, understand how our website and platform are used, and improve functionality and user experience.

These technologies may collect information such as browser and device information, IP address, pages visited, interactions with our website or platform, and other usage information.

Some cookies are necessary for the operation, security and functionality of the Services, while others may be used for analytics, preferences or other purposes where permitted by applicable law.

Where required by applicable law, we will obtain appropriate consent before using non-essential cookies or similar tracking technologies. You may also manage or disable cookies through your browser settings or other controls made available by TouchNow. Disabling certain cookies may affect the availability or functionality of some features.

Where we use third-party analytics or technology providers, information collected through these technologies may also be processed by those providers in accordance with applicable data protection requirements.

TouchNow is a business-to-business platform and is not intended for use by children. We do not knowingly collect personal information directly from children through our website or Services.

Where information relating to children is processed through TouchNow on behalf of a customer, the customer is responsible for ensuring that such information is collected and processed in accordance with applicable law, including obtaining parental or guardian consent where required. TouchNow processes such information only in accordance with the customer’s instructions and applicable agreements.

We may update this Privacy Policy from time to time to reflect changes in our Services, technology, business practices, or applicable legal and regulatory requirements.

When we make changes, we will update the “Last Updated” date at the top of this Privacy Policy. Where changes are material or where required by applicable law, we may provide additional notice through the TouchNow platform, by email, or through other appropriate means.

We encourage you to review this Privacy Policy periodically to stay informed about how TouchNow processes and protects personal information.

If you have questions or concerns about this Privacy Policy, how TouchNow processes personal information, or wish to exercise your privacy rights, you may contact us using the details below.

TouchNow maintains a process for receiving and addressing privacy-related requests and grievances. We will review and respond to such requests within the timeframes required under applicable law.

Where your request relates to personal information that TouchNow processes on behalf of one of our customers, we may direct the request to the relevant customer or coordinate with them as appropriate, since the customer acts as the Data Fiduciary or Data Controller for that information.

TouchNow Private Limited
Privacy Contact / Grievance Officer: Tarun Malik
Email: privacy@touchnow.ai

Where required by applicable law, you may also have the right to raise a complaint with the relevant data protection or regulatory authority.