Privacy Policy: AI Agent Service

1. Who we are

Senso is run by Senso Access Ltd ("we", "us", "our"), a private limited company registered in England and Wales under company number 17501820. Our registered office is 116a Wennington Road, Rainham, Essex, RM13 9DG. We are registered with the UK Information Commissioner’s Office under number ZC291814. For any data protection query, email support@wearesenso.com. We do not have a statutory Data Protection Officer; the founder handles data protection queries.

2. Our two roles

We handle two kinds of personal data in this service, and our role is different for each:

• Data about the agency or practice and its staff (enquiries, bookings, contracts, billing, support). We decide how this data is used, so we are the controller. Sections 3 and 4 explain it.
• Data about the agency’s own clients that passes through the agents we run for the agency (for example sellers, buyers, landlords, tenants and applicants). The agency decides how this data is used, so the agency is the controller and we are its processor. We act only on the agency’s written instructions, under a data processing agreement. Section 5 explains it.

3. Enquiries, the admin cost check and fit-check bookings

When you ask about support for your agency or practice, we save your name, work email, phone number, organisation and profession so Karthik can respond. Your details are saved before you choose a meeting time, including if you leave without booking. This does not subscribe you to a newsletter or marketing list. Please do not provide health information, client records or referral details.

We save your business contact details, organisation, profession, landing-page source and enquiry or booking status in our Notion relationship-management database so we can follow up, including when you do not book. If you book, we share your name and email with Google Calendar to create an invitation and Google Meet meeting. We use Resend to send a separate booking-management email. Contact details and private booking links are excluded from analytics; session replay is disabled on these pages. We process this information to respond to your request and take steps towards providing the service you ask about.

We keep enquiry and booking records while needed to handle your enquiry or manage our working relationship. Records are removed when no longer needed or following a valid deletion request; the founder handles this. You can ask for access, correction or deletion at support@wearesenso.com. Cancelling a meeting does not itself delete your enquiry. Google and Resend may retain records under their own service and legal obligations.

The admin cost check. When you finish the admin cost check and leave your email, we save your email, your answers (and which of them were our suggested answers), the result and forecast we worked out, the versions of the questions and the calculation, the version of the check you saw, when you did it, and where you came from (campaign tags, the page that sent you and the page you landed on). We use this to show your result, email you a copy, and send our founder a copy with your answers so he can follow up. Leaving your email asks for your result and forecast; it does not put you on any mailing list. If you tap Get help with follow-up, we record that too, with any figures you changed.

Updates about Jen, Rich or Mark. Only if you tap “I’d want this” beside one of them do we email you updates, and only about that one. Every update has a one-click link to stop them, and tapping the button again also stops them. We keep a record of what you agreed to and when for 24 months after you stop, to show we had your consent. We send these updates only with your consent, which you can withdraw at any time.

We keep these records in Google Cloud Firestore in London (europe-west2), reached from our website, which Vercel runs. We send the emails through Resend, which stores email data in the United States. The result and update emails record which links you click, through Resend, so Karthik can see whether you want a call. We do not track whether you open them. Resend protects that transfer with the European Commission’s standard contractual clauses and the UK’s International Data Transfer Addendum to them, as its data processing terms set out. After you leave your email we set one essential cookie, senso_lead, for 24 hours, so your later taps reach the same record. It holds a random code, not your email, and is not used for analytics. Your email is never sent to our analytics.

Ad measurement with Meta. We advertise the admin cost check on Facebook and Instagram. Only if you accept cookies, by tapping “Start with cookies” on the check or Accept in our cookie banner, do the check pages and our booking page (/book) load the Meta pixel. “Start without cookies” runs the same check without it. If you change your mind, choose Decline in Cookie settings at the foot of the page: the pixel stops and its cookies are deleted. It sets Meta’s cookies and tells Meta that your browser visited the check, started it, finished the questions, left an email, saw the result, tapped Get help with follow-up or booked a call; whether you said you would decide on bringing in help; which version of the check you saw; and, if you came from one of our ads, Meta’s own click reference for that ad. On /book it tells Meta that you visited and booked a call. We also send three of these events from our server: finishing the questions, leaving an email and booking a call. With them go Meta’s cookies, your IP address and your browser type. The email event also carries a scrambled (hashed) copy of your email, so Meta can match it to your Meta account; Meta never gets your email in plain text. The same consent covers these events, and Decline stops them too. We never send Meta your other answers, your figures or your result. Meta and we are joint controllers for collecting and sending this data; Meta then uses it under its own privacy policy. Our lawful basis is your consent (UK GDPR Article 6(1)(a)). If you decline, the pixel never loads. To withdraw consent later, clear this site’s cookies in your browser or email support@wearesenso.com. Meta Platforms Ireland receives this data and may transfer it to the United States.

We delete check results and start requests 12 months after your last contact with us. An updates list you joined lapses after 12 months without activity; opening an email does not renew it. Session and rate-limit records last 24 hours, and records of sent emails 30 days. If you ask us to delete your data, we delete these records, any queued emails and our mailbox copies, and keep only a coded marker so we never email you again. Resend may keep its own delivery records under its own terms.

4. Agency and practice customers

When your agency or practice uses the service, we process the names, work email addresses, phone numbers and roles of the staff we work with, the contract and billing details, and the messages, call notes and support requests we exchange with you.

• Why: to set up and run the service, support your staff, invoice you, and keep business records.
• Lawful basis: performance of our contract with your business (UK GDPR Article 6(1)(b)) where you are the person who contracts with us, and our legitimate interests in running the service and our business (Article 6(1)(f)) for other staff. We keep accounting records because the law requires it (Article 6(1)(c)).
• How long: for the length of the contract, then for up to six years for tax, accounting and legal claims.

5. Your clients’ data, when we are the processor

The agents we run for an agency work with the client data that the agency connects to them, such as names, contact details, property details, messages, and call recordings and transcripts where the agency uses voice notes or calls. The agency is responsible for telling its clients about this in its own privacy notice and for having a lawful basis for it.

• Instructions only: we use this data only to run the agency’s agents, as set out in our data processing agreement. We do not sell it, use it for our own marketing, or use it to train AI models.
• Retention: we delete audio recordings within 7 days and transcripts within 30 days. When the contract ends, we return or delete the agency’s data within 30 days.
• Data we do not take: the service is not built for health information, other special-category data, or criminal-offence data. Agencies and practices must not send it through the agents. Occupational therapy practices must not send client health information.
• If you are an agency’s client: contact the agency first to use your data protection rights. You can also email support@wearesenso.com and we will pass your request to the agency and help it respond.

6. How the AI is used

Nila drafts messages, summaries and suggested next steps for agency staff. A person at the agency reviews each draft and decides whether to send it. Nila does not make decisions about people that have legal or similarly significant effects, so no decisions in this service are made solely by automated means within the meaning of UK GDPR Article 22A.

The AI models run on Google Cloud (Vertex AI Gemini) under Google Cloud’s data processing terms. Google may not use this data to train its models.

7. Sub-processors

These providers process personal data for the agent service on our behalf. We tell agency customers 30 days before we add or replace one, as set out in the data processing agreement.

For enquiries, the admin cost check and bookings (section 3) we also use Notion, Google Calendar, Google Meet and Vercel. Where an agency talks to Nila through Telegram, Telegram, and the agency’s own records system, are the agency’s own providers under their own terms, not providers we appoint.

8. Security and breaches

Access to agency data is limited to the people who run the service. Data is encrypted in transit and at rest by our providers. If a personal data breach affects an agency’s data, we tell the agency without undue delay and within 72 hours of becoming aware of it.

9. Your rights

Under UK GDPR you can ask for access to your data, correction, deletion, restriction, a copy to move elsewhere, and you can object to processing based on legitimate interests. To use any of these rights for data where we are the controller, email support@wearesenso.com. We respond within one month. For data where we are an agency’s processor, see section 5.

10. Complaints

If you are unhappy with how we handle your data, please tell us first. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113.

11. Changes to this notice

We will update this notice when the service changes. The "Last updated" date at the top shows the latest version. We tell agency customers about material changes by email before they take effect.