Access to your workspace
- Your data stays in your workspace. Knowledge, conversations, contacts and leads are queried per workspace, behind a signed-in session. Every dashboard page checks that session on the server before it renders.
- Three roles. Owner, admin and agent. Only the owner can invite people, change roles, see billing or close the account. People with the Agent role cannot change how the AI agent behaves. See team and roles.
- Invitations are tied to an address. An invitation link only works for someone signed in with the address it was sent to. It expires after a week and can be revoked before it is used. Nothing is granted until the invitee presses Accept the invitation, so a link scanner opening the URL cannot accept it.
- Changes come from the app itself. Requests that change something are refused unless they come from the Wiredesk app.
- Activity log. Changes to agents, channels, numbers, actions, knowledge, the widget, the spend cap, the plan, the team, retention, personal-data hiding and single sign-on are recorded with who made them. Everyone in the workspace can read the log in Settings → Activity.
- Versions of every agent. Each save of an agent’s instructions, channel wording, name, phone greeting, voice, tools, transfer number, AI notice, message limit, business hours or chat widget is kept with who saved it, and an earlier one can be put back in one click from Settings › Version history on the agent. See version history.
Signing in
- Passwords are at least 8 characters. Wiredesk stores a hash, never the password.
- Two-factor sign-in with an authenticator app and single-use backup codes, optional per person. The authenticator secret and backup codes are encrypted at rest. See two-factor sign-in.
- SAML single sign-on with any SAML 2.0 identity provider, for a domain you prove you own with a DNS record. You can require it for everyone on the domain except the workspace owner. See single sign-on.
- Changing your password signs you out on every other device.
- Changing your sign-in address has to be confirmed from your current inbox, so a stolen session cannot move the account to a new address.
- Password reset links work once and expire in an hour.
- Sessions last seven days, and are extended while you keep using the app.
Credentials your actions use
API keys you save for API call actions are encrypted at rest with AES-256-GCM. After you save a key, it is never shown again and never given to the AI agent. It is only attached to the outgoing request.The chat widget
A widget key is public by design: it sits in your page source. Three things stop it being misused:- Allowed domains. List up to 20 domains. The widget then refuses to load on any other site, and browsers refuse to show its chat frame inside any other page.
- Verified visitors. For signed-in pages. Your server signs each user’s id with a secret only it and Wiredesk hold, so a visitor cannot pretend to be someone else.
- Rate limits. Each widget accepts up to 30 chat requests a minute from one visitor, and up to 30 a minute from one IP address. Every request counts, not only messages: sending, checking for new replies, loading recent chats, ending a chat and rating an answer. Past that, the visitor sees “You’re sending messages too quickly. Give it a moment.”
In transit and in the browser
- All traffic is served over TLS. Browsers are told to use HTTPS only, for a year, on every subdomain.
- The Wiredesk app cannot be framed by other sites. The only part that can be framed is the widget’s chat page, and only on your allowed domains when you have set them.
- Browsers are told not to guess content types, and to send only the origin as the referrer to other sites.
What we store
From the workspace owner and team: name and email address, a password hash (if you do not sign in with Google or GitHub), what you configure, and usage counts. Card details go to Stripe and never reach Wiredesk. From your customers: whatever they say to your agent, and how to reach them back — a phone number on a call, a browser-scoped visitor id on your website, an email address in a thread. Plus anything the agent is configured to collect. Voice calls are transcribed, and Wiredesk stores the transcript. The audio is kept only for agents where you switch on Record calls. Telling callers is up to you; the AI & recording notice can do it. A recording is deleted with its conversation. With Hide personal data on, card numbers, IBANs and national ID numbers are removed from every message before it is stored, on every channel.Who else sees it
Only the processors the product needs in order to work — for generating replies, hosting and storage, phone numbers and SMS, email delivery, and payments — and only the part each one needs. The privacy page names them. Wiredesk does not sell data, and does not use one customer’s conversations to improve another’s agent. Your knowledge base is scoped to your agents and never searched for anyone else. Region pinning is not offered today. If you need data kept in a specific jurisdiction, raise it before you sign up.Retention, export and deletion
- Conversations, contacts and collected data are kept while your account is open, unless you set a retention period. Then each conversation is deleted that many days after it ends.
- Diagnostic records of inbound calls are dropped after seven days.
- You can export conversations, contacts, leads and collected data as CSV. See exports.
- Closing your account releases your phone numbers, cancels your subscription, and deletes your agents, conversations, contacts and knowledge. See settings.