Your data is your organization's
Conversations, bookings, customers and knowledge base content belong to your organization and are only visible to people you have invited to it. Roles control how much they see — see Invite team members and choose roles.
What your agent knows
Your agent answers from three things: your business profile, your operating hours, and your knowledge base. It does not have access to other customers' data, and it cannot see your billing details.
This cuts both ways: anything you put in your knowledge base can be repeated to a customer. Internal notes, staff phone numbers, supplier prices and unpublished plans do not belong there. If you would not put it on your website, do not put it in the knowledge base.
Keeping sensitive information out of chat
Tell your agent explicitly what not to collect. A line in Custom Instructions such as "Never ask for card numbers, bank details or ID numbers. If a customer offers them, tell them not to send them in chat." is worth adding for most businesses.
Payments never run through the chat window — they go through Stripe's own checkout, so card details are handled by Stripe and are never stored by TalkRev.
Text messaging and opt-outs
Customers can stop messages at any time by replying STOP, UNSUBSCRIBE or BAJA. TalkRev honours this automatically.
Requests about personal data
If a customer asks you for a copy of their data or asks you to delete it, contact TalkRev support with the request. Include the email address or phone number the customer used, so we can find the right records.