Privacy Policy
1. Summary
net2phone CTI connects your Freshdesk or Freshservice account to a net2phone phone account, which runs on net2phone's uContact platform. It shows agents who is calling, writes each call to the helpdesk, and lets them dial from a ticket. To do that it runs a service of its own between the two. This policy says what that service holds, where it runs and how long it keeps anything.
The permanent record of a call is the ticket or note in your helpdesk. The service's own storage is working data on the way there. Under Brazil's LGPD and the GDPR, your helpdesk account is the controller of the personal data involved and we are the processor.
2. What the service stores, and for how long
| Data | Why | Kept |
|---|---|---|
| The helpdesk URL and its product | To know which account a call belongs to | Until the app is uninstalled |
| The helpdesk API key an administrator entered | To verify agents and write tickets and notes as your helpdesk | Until the app is uninstalled |
| A hash of the install secret; no copy of the secret itself | So only your helpdesk's app can use the service | Until the app is uninstalled |
| The host name of your uContact instance, the API token an administrator entered for it, the id of the administrator who connected it, and the token in the webhook URL the app gives you (a hash to check deliveries against, and an encrypted copy so an administrator can read the URL again) | To show agents their phone, to read the instance's users, and to accept the call events uContact sends | Until the app is uninstalled or an administrator disconnects net2phone |
| The ticketing rules, and the mapping an administrator set from uContact usernames to helpdesk agents | To decide what a call creates and who it belongs to | Until the app is uninstalled |
| Call working data: call id, the customer's number, direction, state, the agent and contact matched to it, the name and e-mail of the agent or uContact user who took it, the uContact usernames (with their e-mail, when uContact gives one) and agents who did not answer it, timestamps, and the notes an agent typed | To write the ticket or note for that call | Deleted as soon as the call is written to the helpdesk; at most 7 days if a write never succeeds |
| The call events as they arrived, from the agent's browser and from uContact's webhooks. They carry the customer's number, the campaign and, from uContact, the username and name of the user concerned | So a repeated or late event is not written twice | Deleted as soon as the call is written to the helpdesk; at most 7 days |
| A record that a call was handled: the ticket, the start time, the direction and a keyed digest of the customer's number that cannot be read back into the number | So the same call is never ticketed twice | 7 days |
| Missed-call badge entries, and writes that failed for good | To show an administrator what did not reach the helpdesk, to retry or dismiss | 30 days |
| Dial context: the number and ticket an agent dialed from | To log an outbound call on the right ticket | 24 hours |
| Application logs | To operate and debug the service | 30 days |
The list of your uContact instance's users is read when it is needed and held in memory for a few minutes, not stored.
3. What is never stored
- Call audio. The service handles no audio at all: no recording and no voicemail is fetched, linked or stored, and nothing about either is written to your helpdesk. The phone agents use is uContact's own page (uPhone), shown in a frame inside the app: the agent's sign-in and the audio of their calls go between the agent's browser and uContact, never through this service. A recording made by your phone system stays there.
- An agent's uContact password or session: they sign in inside uContact's own frame, which the app cannot read.
- Payment details: the app takes none.
- Request bodies, headers or query strings in logs.
- Anything in the browser beyond the current agent's short-lived token. The install secret and the API key never reach it, and the uContact API token an administrator types in is never sent back to it.
4. Where the data is
The service (cti-api.redlotus.com.br) runs on Microsoft Azure in the West US 2 region (United States). Its database, its logs and its container images are all in that same region. Nothing is copied to another region.
4.1 Other services involved
| Service | What reaches it | Where |
|---|---|---|
| Microsoft Azure (West US 2) | Everything in section 2 | United States |
| Freshworks (your Freshdesk or Freshservice account) | The tickets and notes the app writes: your own helpdesk data, in your own account | Your helpdesk's own region |
| Your net2phone account's uContact instance | The requests the service makes with the API token your administrator entered; today only the list of the instance's users | The instance's own infrastructure |
| Sentry | Error reports from the service and the app's pages, scrubbed of e-mails, phone numbers and token-like values | Sentry's infrastructure |
5. Security
- The helpdesk API key, the uContact API token and the copy of the webhook token are encrypted at rest (AES-GCM) with a key held in Azure Key Vault, separate from the database.
- The uContact API token is never shown again once entered.
- The install secret is stored only as a hash.
- The customer's number in the record of handled calls is kept only as a keyed digest that cannot be read back into the number.
6. Uninstalling
Removing the app from your helpdesk tells the service at once, and it stops serving that helpdesk immediately: no more call events are stored, no more tickets or notes are written and no token works. Everything in section 2 is then deleted 24 hours later, and the webhook URL stops being answered. The day is there so that removing the app by mistake, or reinstalling it to change the API key, does not lose your call history. Reinstalling within that day picks up where you left off; after it, nothing of your helpdesk is left in the service.
The tickets and notes already written stay in your helpdesk: they are yours, and the app does not delete them. The service cannot reach into uContact to tidy up after itself: the API token is revoked, and the webhook registered for the app removed, in uContact by its administrator.
7. Your rights
The service holds personal data (agent e-mails, caller numbers, uContact usernames) only as the processor for your helpdesk, which is the controller. To have a helpdesk's data deleted sooner than the 24 hours above, or to ask what is held for it, write to info@redlotus.com.br.
8. Changes and contact
We will post changes to this policy at the same URL and note the effective date. Questions and data requests: info@redlotus.com.br.