Privacy Policy

Last updated: June 30, 2026

Messello is an omnichannel customer-communication platform — a shared inbox for messaging channels and live chat, a light CRM, automation, and built-in AI. Messello is a fully managed service operated by Arcada LLC ("Messello", "we", "us"). You can reach us at hello@messello.com.

This Privacy Policy explains what information we collect, how we use it, and the choices you have. It applies to our website (messello.com) and the Messello application.

1. The two roles we play

Messello processes two broad categories of data in different roles:

• Data we control — information about you as an account holder or website visitor (for example, your name, email, and billing details). For this data we are the "controller".
• Data we process for our customers — the conversations and contact records our customers manage in Messello, including messages from their end-customers. For this data our customer is the controller and we act as a "processor", handling it only to provide the service under our customer's instructions.

2. Information we collect

• Account information: name, work email, password (hashed), company name, and role.
• Billing information: plan, subscription status, and the last digits/brand of your card. Card details themselves are handled by our payment processor — we do not store full card numbers.
• Usage and device data: log data, IP address, browser/device type, pages viewed, and feature usage, used to operate, secure, and improve the service.
• Customer conversation data: messages, attachments, and contact records that customers send and receive through connected channels, processed on our customers' behalf.
• Cookies and similar technologies: see our Cookie Policy.

3. How we use information

• To provide, maintain, secure, and improve the service;
• To process payments, manage subscriptions, and send service and billing communications;
• To provide support and respond to your requests;
• To power product features, including AI features that draft and summarize replies (see Section 5);
• To detect, prevent, and address fraud, abuse, and security issues;
• To comply with legal obligations.

4. Legal bases

Where applicable law requires a legal basis, we rely on: performance of a contract (to provide the service you signed up for), legitimate interests (to secure and improve the service), consent (for example, certain cookies or marketing emails, which you can withdraw), and compliance with legal obligations.

5. AI features

Messello's AI features generate draft replies, suggestions, tags, and summaries to assist agents. To do this, relevant conversation text and your connected knowledge-base content may be sent to AI model providers acting as our sub-processors, solely to generate the requested output. AI outputs are suggestions intended for human review and may contain errors; they are not a substitute for professional judgment.

6. How we share information

We do not sell your personal information. We share data only with:

• Sub-processors who help us run the service — cloud hosting and infrastructure, our payment processor (for billing), AI model providers (for AI features), email-delivery providers, and error-monitoring tools — each bound to appropriate confidentiality and data-protection obligations and permitted to use the data only to provide their service to us.
• Connected channels you choose to integrate (such as messaging platforms and email), to send and receive your conversations.
• Legal and safety recipients where required by law or to protect rights, safety, and the integrity of the service.
• Business transfers — if we are involved in a merger, acquisition, or asset sale, with notice to affected users.

7. Data retention

We retain account and conversation data for as long as your account is active and as needed to provide the service. After account closure we delete or anonymize personal data within a reasonable period, except where we must retain it to comply with legal, accounting, or security obligations. Customers can also delete their own conversation and contact data within the product.

8. Security

We use industry-standard measures including encryption in transit, access controls, and regular monitoring. No method of transmission or storage is 100% secure, but we work continuously to protect your data.

9. International transfers

We and our sub-processors may process data in countries other than yours. Where required, we put appropriate safeguards in place for such transfers.

10. Your rights

Depending on your location, you may have the right to access, correct, delete, port, or restrict the processing of your personal data, and to object to certain processing. To exercise these rights, contact hello@messello.com. If your data is processed by a Messello customer (as controller), please direct your request to that customer; we will assist them as needed.

11. Children

Messello is a business product not directed to children, and we do not knowingly collect personal data from children under 16.

12. Changes

We may update this policy from time to time. We will post the new version here and update the "last updated" date; material changes will be communicated where appropriate.

Questions about this policy? Email hello@messello.com.