Privacy Policy

Effective date: 25 July 2026
Last updated: 25 July 2026

This Privacy Policy explains how Agentra Technologies (Private) Limited, trading as Agentra (“Agentra”, “we”, “us” or “our”), collects, uses, stores, shares and protects personal information when you visit our website, contact us, create an account, start a free trial or use the Agentra platform.

Agentra is an ecommerce customer-support platform that combines an AI Agent with a helpdesk. Businesses can use Agentra to manage customer conversations, tickets, team workflows, connected channels, customer information and ecommerce store data.

Our marketing website is available at agentraa.com. The Agentra platform is available at app.agentraa.com and related workspace addresses on the agentraa.com domain.

Please read this Privacy Policy carefully to understand how we handle personal information when you use Agentra.

1. Who We Are

Agentra is operated by Agentra Technologies (Private) Limited, a company registered in Pakistan and trading as Agentra.

Company registration number: 0311311
Website: https://agentraa.com
Email: hello@agentraa.com

2. Who This Policy Covers

This Privacy Policy applies to:

  • Visitors to the Agentra website;
  • People who contact us about Agentra;
  • People who create an account or start a free trial;
  • Business owners, administrators and team members using an Agentra workspace;
  • Job applicants and potential business partners; and
  • Customers who contact a business that uses Agentra, where we process their information on behalf of that business.

3. Our Role as Controller and Processor

When Agentra acts as a controller

Agentra acts as a data controller when we decide why and how personal information is processed. This normally includes information relating to:

  • Website visitors;
  • Agentra account holders and workspace administrators;
  • Our business relationship with customers;
  • Free trials and account access;
  • Sales, support and partnership enquiries;
  • Job applications;
  • Website analytics and security; and
  • Our legal and administrative obligations.

When Agentra acts as a processor

When a business uses Agentra to manage customer conversations, tickets, messages, customer records, store orders or connected channels, that business normally determines why and how its customer information is used. The business is therefore the controller, and Agentra processes the information on its behalf as a processor.

Our processing of this information is governed by our agreement with the business, including a Data Processing Agreement where applicable.

If you are a customer of a business that uses Agentra and have questions about your information, you should normally contact that business first. We will assist the business in responding where required.

4. Information We Collect

The information we collect depends on how you interact with Agentra and which features a workspace enables.

4.1 Information you provide directly

You may provide us with:

  • Your name and business email address;
  • Your password or other account authentication information;
  • Your phone number, job title, profile image or team information;
  • Your company, store or brand name;
  • Your website address, industry and company size;
  • Your timezone, language, currency and business hours;
  • Your business address and contact details;
  • Workspace branding, including logos and colours;
  • Onboarding answers, product preferences and feature settings;
  • Messages sent to our sales or support team;
  • Information included in contact forms; and
  • CVs, cover letters and other job-application information.

4.2 Account and free-trial information

When you create an account or start a free trial, we may collect and store:

  • Your selected plan or account type;
  • Your trial start and end dates;
  • Your workspace status;
  • Your cancellation or closure status;
  • The features enabled in your workspace; and
  • Information about your use of the platform.

At the effective date of this Privacy Policy, Agentra does not operate a live paid checkout through the Service and does not collect or store payment-card details.

If paid subscriptions are introduced, payments will be handled by an authorised third-party payment provider. We will update this Privacy Policy before live payment processing begins to identify the provider and explain how payment and billing information is handled.

4.3 Customer-support and workspace information

Businesses using Agentra may submit or connect information including:

  • Customer conversations and message content;
  • Live-chat sessions;
  • Email messages and connected-channel messages;
  • Ticket subjects, descriptions, statuses and priorities;
  • Internal notes, tags and team assignments;
  • Customer names, email addresses and phone numbers;
  • Customer account or channel identifiers;
  • Attachments uploaded to tickets or conversations;
  • Previous conversation history;
  • Help-centre articles and business knowledge;
  • Return, refund, cancellation and support requests; and
  • Team activity and actions taken inside the workspace.

4.4 Ecommerce store information

If a business connects an ecommerce platform or custom store, Agentra may process information such as:

  • Product names, descriptions, images, prices and availability;
  • Customer records;
  • Order numbers and order details;
  • Shipping and delivery information;
  • Fulfilment and tracking information;
  • Payment and financial-status information received from the store;
  • Refund, return and cancellation information;
  • Discount and promotion information;
  • Store policies and business instructions; and
  • Other information made available through the connected integration.

Agentra only accesses connected-store information according to the permissions granted by the workspace owner and the capabilities made available by the connected platform.

4.5 Connected channels and integrations

If a workspace connects third-party services, we may receive or process:

  • Email mailbox information;
  • OAuth tokens, API keys or encrypted connection credentials;
  • Facebook Messenger, Instagram, WhatsApp or similar account details;
  • Messages sent through connected channels;
  • Live-chat widget settings and approved website domains;
  • Shopify, WooCommerce or custom integration data; and
  • Information required to send messages or complete requested actions.

The information available to Agentra depends on the permissions selected by the workspace and the third-party service.

4.6 AI inputs, outputs and customer insights

When AI features are enabled, Agentra may process:

  • Customer messages and conversation history;
  • Relevant product, order and customer information;
  • Store policies, knowledge articles and owner instructions;
  • AI-generated replies and summaries;
  • Detected customer intent;
  • Conversation sentiment and urgency indicators;
  • Suggested replies and recommended actions;
  • Customer-behaviour indicators;
  • Potential churn or dissatisfaction signals;
  • Conversation classifications and routing decisions; and
  • Feedback provided by workspace users about AI responses.

AI-generated insights are intended to assist support teams. They may be incomplete or incorrect and should not be treated as guaranteed facts about an individual.

4.7 Technical and usage information

When you use our website or platform, we may automatically collect:

  • IP address;
  • Browser type and version;
  • Device type and operating system;
  • Approximate location derived from an IP address;
  • Login and authentication events;
  • Session information;
  • Pages and features viewed;
  • Buttons or links clicked;
  • API requests and integration events;
  • Error reports and diagnostic information;
  • Security, fraud and abuse-prevention signals;
  • Workspace usage, including ticket and user counts; and
  • Dates and times of interactions with the Service.

4.8 Cookies and similar technologies

We may use cookies and similar technologies to:

  • Keep users signed in;
  • Remember preferences;
  • Maintain security;
  • Understand how our website and platform are used;
  • Improve website performance; and
  • Measure marketing performance where permitted.

Non-essential cookies will be used only where permitted by applicable law and, where required, after consent has been obtained.

More information is available in our Cookie Policy.

5. How We Obtain Information

We may obtain information:

  • Directly from you;
  • From your employer or workspace administrator;
  • From customers who contact a business using Agentra;
  • From connected ecommerce stores;
  • From connected email and messaging channels;
  • From integration and authentication providers;
  • Automatically from your browser or device; and
  • From publicly available business information where appropriate.

6. How We Use Information

We may use information to:

  • Create and manage accounts and workspaces;
  • Provide access to free trials;
  • Authenticate users;
  • Manage roles, teams and permissions;
  • Operate and maintain the Agentra platform;
  • Receive, organise and route customer conversations;
  • Display customer, product and order context;
  • Provide live-chat and helpdesk functionality;
  • Generate AI replies, summaries and suggested actions;
  • Identify conversation intent, urgency or sentiment;
  • Generate customer-behaviour, support and churn indicators;
  • Complete actions requested or authorised by a workspace;
  • Transfer conversations to human agents;
  • Send messages through connected channels;
  • Provide reports and support-performance insights;
  • Improve the reliability and usability of Agentra;
  • Respond to sales, support and partnership enquiries;
  • Process job applications;
  • Send account verification, password-reset, invitation and security emails;
  • Send service notices and important product communications;
  • Monitor usage and enforce platform limits;
  • Detect fraud, spam, abuse and security threats;
  • Investigate errors or technical problems;
  • Comply with legal requirements; and
  • Protect our rights, customers, users and the public.

We may also use aggregated or de-identified information that does not reasonably identify an individual to understand platform usage, improve Agentra and develop reports.

7. How Agentra Uses Artificial Intelligence

Agentra uses artificial intelligence to provide customer-support and helpdesk features. Depending on the workspace configuration, AI may be used to:

  • Understand customer questions;
  • Classify requests;
  • Retrieve relevant business information;
  • Generate proposed customer replies;
  • Summarise conversations;
  • Suggest products;
  • Suggest or perform authorised support actions;
  • Recommend conversation routing;
  • Identify urgency, sentiment or potential dissatisfaction; and
  • Assist human support agents.

To provide these features, relevant message content, conversation history, business instructions, product information, order information and customer context may be processed by Agentra and approved AI infrastructure providers.

We aim to limit information sent to AI providers to what is reasonably needed for the requested feature. AI providers act under their own service terms and our applicable contractual arrangements.

Information about our current AI and infrastructure subprocessors is available on request by contacting hello@agentraa.com.

Agentra does not guarantee that AI-generated content will always be accurate, complete or appropriate. Workspace owners are responsible for configuring instructions, permissions, approval requirements and human-handoff rules.

Authorised workspace users can review, correct, override or take control of AI-generated responses and actions.

8. Automated Decisions and Human Oversight

Agentra’s AI features are designed to assist with customer support and operational workflows. They are not intended to make solely automated decisions that produce legal or similarly significant effects about an individual.

AI-generated sentiment, behaviour and churn indicators are predictions or assistance tools. They should be reviewed by authorised users before being used to make important decisions about a customer.

Workspace owners can control:

  • Which AI features are enabled;
  • Which information the AI can access;
  • Which actions the AI may take;
  • Which actions require approval;
  • When a human agent must become involved; and
  • Whether an AI-generated reply is sent automatically or reviewed first.

9. Legal Bases for Processing

Where the UK GDPR, EU GDPR or similar law applies, we process personal information under one or more of the following legal bases:

Performance of a contract

We process information where necessary to provide an account, free trial, workspace, support service or other feature requested by you.

Legitimate interests

We may process information where necessary for legitimate business interests, including:

  • Operating and improving Agentra;
  • Providing customer support;
  • Understanding product usage;
  • Protecting the Service;
  • Preventing fraud and abuse;
  • Maintaining business records; and
  • Communicating with business customers and potential customers.

We consider the effect of this processing on the rights and interests of individuals.

Consent

We rely on consent where required, including for certain non-essential cookies, optional marketing communications or other processing that requires permission.

You may withdraw consent at any time. Withdrawal does not affect processing that occurred before consent was withdrawn.

Legal obligations

We may process information where required to comply with legal, regulatory, accounting, tax or law-enforcement obligations.

Vital interests and public interest

In exceptional circumstances, we may process information where necessary to protect someone’s vital interests or perform a task recognised in the public interest.

10. How We Share Information

We do not sell personal information for money.

We may share information with the following categories of recipients.

10.1 Workspace owners and authorised team members

Authorised users may access customer conversations, customer records, orders, notes, assignments and workspace information according to their role and permissions.

10.2 Service providers and subprocessors

We may use service providers for:

  • Cloud hosting and infrastructure;
  • Database and file storage;
  • Artificial-intelligence processing;
  • Email delivery;
  • Authentication and account security;
  • Analytics and error monitoring;
  • Customer communications;
  • Security and abuse prevention; and
  • Technical support.

These providers may process information only as required to provide their services and subject to applicable contractual and confidentiality obligations.

10.3 Customer-selected integrations

If a workspace connects Shopify, WooCommerce, Meta services, WhatsApp, an email provider or another third-party service, information may be exchanged with that service to operate the connection or complete an authorised action.

The third-party service may separately process information under its own privacy policy.

10.4 Professional advisers

We may share information with lawyers, accountants, auditors, insurers and other professional advisers where reasonably necessary.

10.5 Legal and safety disclosures

We may disclose information where we reasonably believe disclosure is necessary to:

  • Comply with law or a valid legal request;
  • Protect the rights or safety of Agentra, our customers or others;
  • Investigate fraud, abuse or security incidents;
  • Enforce our agreements; or
  • Establish, exercise or defend legal claims.

10.6 Business transactions

If Agentra is involved in a merger, acquisition, restructuring, financing, insolvency or sale of all or part of its business, information may be transferred as part of that transaction, subject to appropriate protections.

11. International Data Transfers

Agentra is operated from Pakistan, and our service providers may process information in Pakistan, the United States, the United Kingdom, the European Economic Area or other countries.

These countries may have privacy laws that differ from those in your country.

Where applicable law requires safeguards for an international transfer, we may use:

  • An adequacy decision;
  • European Commission Standard Contractual Clauses;
  • The UK International Data Transfer Addendum or other approved UK safeguards;
  • Contractual, organisational and technical protections; or
  • Another legally recognised transfer mechanism.

You may contact us for further information about safeguards relevant to your personal information.

12. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

Retention depends on factors including:

  • The length of our relationship with you;
  • Whether an account or workspace remains active;
  • The instructions of the business controlling customer data;
  • The nature and sensitivity of the information;
  • Security and fraud-prevention requirements;
  • Legal, tax, accounting or regulatory obligations;
  • The need to resolve disputes; and
  • The need to enforce our agreements.

In general:

  • Account information is retained while an account is active and for a reasonable period after closure;
  • Workspace and customer-support information is retained according to workspace activity, customer instructions and account status;
  • Deleted information may remain temporarily in secure backups until normal backup cycles overwrite it;
  • Integration tokens are retained while the relevant connection remains active;
  • Support and sales communications are retained as needed to manage our business relationship;
  • Job-application information is retained for recruitment and legal purposes; and
  • Security logs are retained for a limited period based on security and investigation needs.

We may retain information for longer where required by law or necessary to establish, exercise or defend legal claims.

13. Data Security

We use administrative, technical and organisational measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or destruction.

Depending on the system and feature, these measures may include:

  • Encrypted HTTPS/TLS connections;
  • Password hashing;
  • Role-based access controls;
  • Workspace permissions;
  • Session and authentication controls;
  • Encryption of certain credentials and integration secrets;
  • Logging and security monitoring;
  • Data backups;
  • Access restrictions for staff and service providers; and
  • Procedures for investigating suspected security incidents.

No internet service can guarantee complete security. Users are responsible for maintaining the confidentiality of their login details, using secure passwords and managing workspace access carefully.

14. Your Privacy Rights

Depending on your location and applicable law, you may have the right to:

  • Request access to your personal information;
  • Request correction of inaccurate or incomplete information;
  • Request deletion of certain information;
  • Request restriction of certain processing;
  • Object to certain processing;
  • Receive certain information in a portable format;
  • Withdraw consent where processing is based on consent;
  • Object to direct marketing;
  • Request information about international-transfer safeguards;
  • Ask for human review where an applicable automated-decision right exists; and
  • Submit a complaint to a relevant data-protection authority.

To make a request concerning information Agentra controls directly, email hello@agentraa.com.

We may ask for information needed to verify your identity and protect personal information from unauthorised access.

If your request relates to information collected by a business using Agentra, contact that business first. Agentra will assist the business where required under our agreement and applicable law.

15. Additional Rights for Certain US Residents

Residents of certain US states may have additional privacy rights where the relevant law applies, including rights to:

  • Know the categories and specific pieces of personal information collected;
  • Know the purposes for which information is used;
  • Know the categories of third parties receiving information;
  • Request correction or deletion;
  • Obtain a portable copy of certain information;
  • Opt out of the sale or sharing of personal information where applicable;
  • Limit certain uses of sensitive personal information where applicable; and
  • Exercise privacy rights without unlawful discrimination.

Agentra does not sell personal information for money.

If we use personal information for targeted advertising or another activity treated as a “sale” or “sharing” under applicable law, we will provide the notices and opt-out choices required by that law.

16. Marketing Communications

We may send marketing communications about Agentra where permitted by law.

You can unsubscribe by using the unsubscribe link in a marketing email or by contacting hello@agentraa.com.

Even if you opt out of marketing, we may continue to send necessary account, security, support and service-related communications.

17. Sensitive Personal Information

Agentra is not designed for the intentional collection of unnecessary sensitive personal information.

Customers and workspace users should avoid submitting information such as government identification numbers, medical information, financial account credentials or other highly sensitive information unless it is reasonably necessary, lawful and supported by the relevant Agentra feature.

If sensitive information is included in a customer conversation, Agentra may process it on behalf of the business operating the workspace.

18. Children’s Privacy

Agentra is a business service and is not directed to children.

We do not knowingly allow children to create Agentra business accounts. If we learn that a child has submitted personal information directly to Agentra without appropriate permission, we will take reasonable steps to remove it.

Businesses using Agentra are responsible for determining whether their end-customer data includes information about children and for meeting any legal requirements that apply to that information.

19. Third-Party Websites and Services

Agentra may contain links to or connect with third-party websites, ecommerce platforms, messaging services and other tools.

We do not control the privacy practices of those third parties. Their use of information is governed by their own terms and privacy policies.

You should review the privacy policies of third-party services before connecting them to Agentra or providing information to them.

20. Changes to This Privacy Policy

We may update this Privacy Policy as Agentra changes, new features are introduced or legal requirements develop.

When we update the policy, we will change the “Last updated” date at the beginning of the page.

If an update materially changes how we use personal information, we may also provide notice through the Agentra platform, by email or through another appropriate method.

21. Contact Us

If you have questions, concerns or requests relating to this Privacy Policy or your personal information, contact:

Agentra Technologies (Private) Limited
Trading as Agentra
Company registration number: 0311311
Website: https://agentraa.com
Platform: https://app.agentraa.com
Email: hello@agentraa.com