Privacy & Cookies
Last updated: 24 September 2026
This policy explains what happens to your information when you use a Sapien V2 chat agent — the realtime avatar assistant that runs in the chat window on this site and on our customers' websites.
The short version
- The chat captures the details you type into the form (typically your name and email, plus any optional fields the site has switched on, such as company, phone, postcode or a message).
- Conversations are recorded. Each of your messages and the agent's replies are stored against a session identifier so the site's team can review the conversation and follow up on your enquiry.
- A short-lived identifier is kept in your browser so we can keep your chat history together during your visit. It is cleared when you close the tab.
- We do not sell your information, and we do not use advertising or cross-site tracking cookies.
1. Who is responsible for your information
Sapien V2 (sapienv2.com) provides realtime AI avatar agents. How responsibility is split depends on where you are chatting:
- On sapienv2.com — Sapien V2 is the data controller for the information described below.
- On another company's website — that company is the data controller and Sapien V2 acts as its service provider (processor): we run the chat on their behalf and they decide how the conversation and your details are used. Their own privacy policy applies to their use, and you should contact them first about your information.
For any question about this policy or your information, contact robert@xerny.com.
2. What the chat collects
Information you give us
- Details you enter before or during the chat — name and email address, and where the site has enabled them: company, phone number, postcode and a free-text message. These are stored as a lead record together with the time of capture.
- The content of your conversation — what you type or say (voice input is converted to text) and what the agent replies. Each exchange is stored with a session identifier, the agent's name and a timestamp.
- Anything you volunteer — please don't send special-category information (health, financial account details, and similar) in a chat window; it isn't needed to answer your enquiry.
Information collected automatically
- Technical and usage records — the pages requested, timestamps, IP address and browser/device type. These support security, abuse prevention, rate limiting and diagnostics.
- Session identifier — a random value created when the chat starts, used to tie the messages of one conversation together.
3. Cookies and browser storage
The notice in the chat window reads: “This chat service uses a cookie and browser storage to interact with you and maintain your chat history. Our service provider will monitor and record this chat for quality assurance (see their Privacy Policy).”
The identifier the widget actually uses is browser session storage, which behaves like a session cookie: it lasts only while your tab is open and is not shared with other websites. That is the storage the notice refers to.
“Our service provider” means: on a customer's website, Sapien V2 — we run the chat on that customer's behalf, and the policy linked from the notice is this one. On sapienv2.com, the chat is operated by Sapien V2 itself and this policy is likewise the one linked.
| Name | Set by | Purpose | Lifetime |
|---|---|---|---|
quofata_session_id |
Chat widget (sessionStorage) | Keeps the messages of your current conversation together. | Until you close the browser tab. |
quofata_prechat_lead |
Chat widget (sessionStorage) | Remembers the details you entered so you don't have to retype them if the chat restarts. | Until you close the browser tab. |
PHPSESSID |
Chat dashboard | Signs in authorised staff to the site's chat dashboard. | Session. Not set for site visitors. |
We do not use advertising, profiling or cross-site tracking cookies, and we do not sell visitor data. Your browser's settings let you block or clear this storage; blocking the session identifier means the chat may not remember the conversation you are in.
4. Why we use it, and our lawful bases
Where UK GDPR applies, we rely on the following bases:
| Purpose | Lawful basis |
|---|---|
| Running the chat, generating replies and maintaining your chat history | Performance of a contract / steps taken at your request |
| Recording the conversation so the site's team can review it and follow up your enquiry | Legitimate interests — answering enquiries accurately and helping the team help you |
| Quality assurance, monitoring and improving accuracy of the agents | Legitimate interests — service quality and improvement |
| Security, abuse prevention and rate limiting | Legitimate interests — protecting the service and its users |
| Meeting legal or regulatory obligations | Legal obligation |
Chats are monitored and recorded. The site operator — and, for the sites we operate, Sapien V2 — can review conversations for quality assurance, to check the accuracy of replies, and to deal with disputes. Where we rely on legitimate interests you have the right to object (see section 8).
5. Who else is involved
We share information with service providers only as needed to run the chat. Depending on how a given agent is configured, that can include:
- AI model providers — the text of your messages and the recent conversation are sent to the model provider configured for that agent (for example xAI/Grok, OpenAI, Google Gemini or DeepSeek) so a reply can be generated, and to voice providers where speech is converted to text or read aloud.
- Messaging providers — email or SMS delivery, if you ask to be contacted and the site uses those channels to reply.
- Hosting and infrastructure — the servers and database that store the chat records on behalf of the site operator.
- Legal and safety — where we are required by law, or need to protect rights, safety and the integrity of the service.
We do not sell your personal information. Some providers process data outside the UK/EEA; where that happens the transfer is covered by appropriate safeguards such as standard contractual clauses.
6. How long we keep it
Conversation records and lead details are kept in the site's database until the site operator deletes them, so that enquiries can be answered and records kept for as long as they are needed. Technical logs are kept for a shorter period for security and diagnostics. You can ask for your chat and details to be deleted at any time (section 8).
7. How we protect it
Chats are transmitted over an encrypted connection (HTTPS). Records are held in the site's own database, and access to the dashboard that shows conversations is restricted to authorised staff with a password. Provider API keys are held server-side and are never exposed to the browser. No system is perfectly secure, so please avoid sharing sensitive information in a chat window.
8. Your rights
Subject to the law, you can ask to:
- see a copy of the information we hold about you;
- correct anything inaccurate;
- delete your information (including a chat transcript);
- restrict or object to our use of it;
- receive it in a portable format; and
- withdraw consent where consent is the basis for processing.
Email robert@xerny.com and we will respond within one month. If you are chatting on another company's site, that company is the controller — we will pass your request to them where they handle the data. If you are unhappy with how we have handled your information you can complain to the UK's Information Commissioner's Office at ico.org.uk.
9. Automated replies
Replies are generated by AI and can be incomplete or wrong — please treat them as a helpful first response rather than a definitive answer. The chat does not make solely automated decisions that produce legal or similarly significant effects about you. If you would rather speak to a person, say so in the chat and the team will follow up.
10. Children
The chat service is intended for adults enquiring about products and services. It is not directed at children, and we do not knowingly collect information from children. If you believe a child has used the chat, contact us and we will delete the record.
11. Changes to this policy
We may update this policy as the service changes; the date at the top shows the current version. Material changes will be reflected on this page.
12. Contact
Questions, requests or complaints about privacy: robert@xerny.com.