Privacy policy

Langton Digital Ltd is registered in England and Wales (company number 16886081). Our registered office is Anvil Cottage, Newtown, Ramsbury, Marlborough, SN8 2PP.

We are the controller for the accounts of retailers and their team, and for visitors to this website. For chats between shoppers and a retailer’s agent, the retailer is the controller and we are their processor: we handle that data only to run the service for them, on their instructions.

Retailers and their team. Your name, work email address, role, workspace and the settings you choose, such as email alerts and browser notifications. When you connect an integration we store its credentials, such as an API key or a Citrus-Lime login, encrypted. We keep a record of important actions in your workspace, and use your email address and IP address to limit sign-in attempts.

Shoppers who chat with an agent. On behalf of the retailer we process:

• the messages in the chat, and any files the shopper attaches
• a random visitor ID, or an ID the retailer’s website provides for signed-in customers
• a name, email address or other details the shopper gives, or that the retailer’s website passes to the chat
• an order number and email address, when the shopper asks where their order is, and the order details returned by the retailer’s systems
• the address and title of the page the shopper is on, their language, and an approximate location (city, region and country) worked out from their IP address
• a summary and topic of each chat, and questions the agent couldn’t answer, written by AI after the chat so the retailer can improve their answers

We use a one-way hash of the shopper’s IP address to prevent abuse. We don’t store IP addresses in chats.

Website visitors. This website doesn’t use analytics or advertising trackers. Our hosting provider keeps short-lived technical logs, such as the pages requested and IP addresses, to run and protect the service.

• To provide Turbo Agent: answering shoppers, looking up orders and stock, handing chats to the retailer’s team and notifying them. For retailers this is to perform our contract with you. For shoppers, it is on the retailer’s instructions.
• To keep the service secure and working: limiting abuse, fixing faults and keeping audit records. This is in our legitimate interests, and the retailer’s.
• To contact retailers about their account, usage and service changes, and weekly reports if they turn them on. This is to perform our contract.
• To meet legal obligations, such as keeping business records.

We don’t sell personal data or use it for advertising. No one trains AI models on retailers’ or shoppers’ data: not us, and not our AI providers. We don’t make decisions about anyone that have legal or similarly significant effects based solely on automated processing.

To write each reply, we send the chat so far, the page the shopper is on, any attached files and relevant knowledge from the retailer to an AI model. We reach the model through Vercel’s AI Gateway, which routes each request to OpenAI’s model, hosted by OpenAI or Microsoft Azure. If neither can answer, it falls back to Anthropic’s Claude model, hosted by Amazon Web Services (Bedrock) or Google Cloud (Vertex AI). We use Voyage AI to turn the retailer’s knowledge, and the searches made during a chat, into a form the agent can search.

Every AI request, including each fallback, is sent with a setting that only allows providers that have agreed not to train on it or retain it. If no such provider is available, the request fails rather than go elsewhere.

AI answers can be wrong. Retailers choose what their agent knows and can hand chats to their team at any time.

We use these providers to run Turbo Agent. Each only receives what it needs for its part of the service.

• Cloudflare: hosting, databases, file storage, technical logs, and sending account emails such as sign-in codes, usage alerts and weekly reports.
• Vercel (AI Gateway), OpenAI, Amazon Web Services, Microsoft Azure and Google Cloud: AI models that write replies, summaries and reports.
• Voyage AI and Pinecone: searching the retailer’s knowledge and catalogue.
• Firecrawl: reading the public web pages a retailer adds as knowledge.
• Browser push services run by Google, Apple, Mozilla and Microsoft: delivering notifications to the retailer’s team, which can include a shopper’s name or email and a preview of their message.
• Google: when a chat shows a link, the browser loads that website’s icon from Google’s icon service.

When a retailer connects Citrus-Lime Cloud POS, Citrus-Lime Cloud MT or Helpjuice, we exchange data with those systems on the retailer’s behalf. For example, we look up an order in Cloud POS, and if the retailer turns it on, we add a summary of the chat to the customer’s record there.

We may also share information if the law requires it, to protect our rights or others’ safety, or with a buyer if our business is sold.

Retailer accounts, chats, files and knowledge are stored with Cloudflare in the European Union, and search data with Pinecone in Ireland.

Some providers, including the AI providers, may process data outside the UK and EEA, including in the United States. When they do, we rely on the protections UK law requires, such as the UK Extension to the EU-US Data Privacy Framework or the UK’s International Data Transfer Addendum to the European Commission’s standard contractual clauses.

• Chats handled only by the AI end after a day without messages. Chats with the retailer’s team end after 30 days without messages.
• Once a chat has ended, it is deleted after 30 days, with its messages, files, summary and search records. A retailer can hold a chat for longer where they need it for a legal reason.
• Files attached to a message that is never sent are deleted after a day.
• Technical records about chats, which contain no message text, are kept for 7 days. Records of actions in a workspace are kept for up to a year.
• Retailer accounts, settings and knowledge are kept while the account is open. When an account closes we delete them, apart from anything we must keep by law.

We only use cookies and browser storage that Turbo Agent needs to work, so we don’t ask for consent to them.

• turbo_support: keeps you signed in on this device, until 30 days after you last use Turbo Agent and never more than 90 days.
• turbo_last_sign_in: remembers how you last signed in on this device, such as with Google, so the sign-in page shows it first. It lasts 400 days.
• turbo_google: checks that a Google sign-in is the one you started. It lasts 10 minutes.
• sidebar_state: remembers whether the workspace sidebar is open, for 7 days.
• Browser storage in the chat: remembers the shopper’s visitor ID and chat, so the conversation continues across pages, plus any unsent message and the size of the chat window.
• Browser storage in the workspace: remembers preferences such as the theme, the last workspace used, the email you last signed in with and notification settings, and keeps a short-lived copy of workspace details so it opens quickly. It never holds chat messages or passwords.

Data is encrypted in transit, and integration credentials are encrypted when stored. Each retailer’s data is kept separate from every other retailer’s. Only their team can see their chats, and our staff only when needed to support them or keep the service secure. No system is perfectly secure, but we work to protect your data and will tell affected retailers without undue delay if a breach affects their data.

You have the right to access your personal data and to have it corrected or deleted. You can also ask us to restrict how we use it, object to how we use it, or receive a copy of it to take elsewhere.

If you are a shopper, please contact the retailer first. They control your chat and we will help them respond. You can also contact us by post to Langton Digital Ltd, Anvil Cottage, Newtown, Ramsbury, Marlborough, SN8 2PP.

If you’re unhappy with how we’ve handled your data, you can complain to the Information Commissioner’s Office at ico.org.uk. We’d appreciate the chance to put things right first.

Turbo Agent is a service for businesses. We don’t knowingly collect personal data from children for our own purposes.

We’ll update this page when our practices change, and tell retailers about significant changes before they take effect.

For any question about privacy or your data, contact us by post to Langton Digital Ltd, Anvil Cottage, Newtown, Ramsbury, Marlborough, SN8 2PP.