Collect Customer Details and Add a Privacy Note

The Collect customer details AI skill is designed with privacy and compliance at its core. It gathers only essential details, stores them securely in the Text® platform, and uses intelligent detection to capture data only when a customer clearly shares it.

Add a Privacy note with your own message in the website widget to make sure customers understand how you handle their information.

Collecting customer details with AI agent

The Collect customer details skill helps your AI agent gather key customer details naturally during a chat — no forms, no friction.

It automatically detects and saves the customer’s name and email address, providing your team with complete and accurate data across Text App.

What the skill does

Your AI agent can:

• Request the customer’s name and email address at the start of the chat if these details are missing.

• Automatically detect and save personal data shared later in the conversation.

• Update customer information instantly in the right-side panel in chats, tickets, and Traffic.

For your team, it means:

• Faster conversations

• More accurate data

• Less manual work

To turn this skill on or off

1. Open AI agent settings in your Text App.

2. Go to Skills and select Collect customer details.

3. Turn the skill on or off as needed.

4. Save changes. 

Where the data appears

Any collected information is stored securely in Text databases and shown anywhere customer details appear, including:

• Traffic

• Chats

• Tickets

This gives your team a unified view of customer information without any manual entry.

Add a Privacy note to your website widget

Whether it’s the General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), the California Privacy Rights Act (CPRA), the California Invasion of Privacy Act (CIPA), or AI-related requirements, laws are evolving — and your chat setup should keep pace.

A clear Privacy note helps keep your business transparent and compliant.

How to achieve legal compliance with the Privacy note

You can enable the Privacy note in your website widget to let visitors know that their personal data — such as their name, email address, or phone number — may be collected during a chat.

It’s beneficial if your AI agent uses the Collect customer details skill, which can automatically recognize and save personal details shared naturally during the conversation.

💡Tip: The Privacy note is not enabled by default and contains no pre-filled text. You can customize and enable it yourself to meet your organization’s compliance requirements.

How to enable the Privacy note

1. In Text App, go to Settings → Channels → Website widgets.

2. Click the three dots icon next to your website.

3. Select Customize.

4. You’ll be redirected to the on-site configurator with a live preview of your widget.

5. Go to Language → Privacy policy to set and enable your privacy note.

6. Add your Privacy note.

7. (Optional) Add a link to your full Privacy Policy or Data Processing Agreement (DPA).

8. Click Save changes.

Ready-to-use examples you can adapt for your organization

• [Data controller notice - GDPR]

I understand/acknowledge that the controller of my personal data is [your company name],  with its registered office in [your business address]. I understand/acknowledge that my personal data shall be processed and transmitted in accordance with the General Data Protection Regulation (GDPR).

• [Data processing acknowledgment, purpose, retention period, revocation]

I agree for my personal information, provided via chat, to be processed by [your company name] for the purposes of providing support via chat. I agree for my personal information to be processed for the time [e.g., needed to carry out the service]. I understand that this acknowledgment may be revoked by sending an email at: [your business email/your data protection officer’s email].

• [Data controller notice - Global Compliance]

I understand that my personal data may be collected and processed by [your company name] in connection with this chat. I acknowledge that I can learn more about how my data is used, my rights, and how to exercise them by reviewing the [link to your privacy policy].

• [The data subject’s rights notice]

I acknowledge that I have been informed about the rights I have, in particular, the right to access, rectify, and delete my personal data, the right to limit the processing and transferring of my personal data, and the right to demand the temporary or permanent suspension of the processing, as well as the withdrawal of consent for processing and filing a complaint to the supervisory body.

• [Data sharing and integration notice]

We use chat services and connected integrations to provide and personalize our customer support. Data collected through the website widget and connected systems may be analyzed and combined to improve our communication and service quality.

• [AI or automated decision-making disclosure]

I understand that my chat interactions may be processed using automated tools, including AI-based technologies, to provide assistance. My data will be handled in accordance with applicable privacy and transparency obligations.

• [AI transparency notice]

I understand that my chat may be supported by automated systems, including AI-based technologies, and that my personal data will be processed accordingly.

• [AI transparency notice]

Hi! I’m [Assistant Name], your AI-powered support assistant. This chat may be monitored and processed using AI. By continuing, you agree to our [link to your privacy policy]. Ask me anything. Need help from a human? Just let me know — I can connect you!

• [AI accuracy & privacy note]

This chat is supported by AI. While we do our best to ensure accuracy, responses may sometimes be incomplete or incorrect. Please don’t share sensitive information. By chatting, you agree that your data may be processed by us and our partners in line with our [link to your privacy policy].

Best practices

• Keep your privacy note clear and concise — explain what data is collected and why.

• Link to your full Privacy Policy so customers can easily find more information.

• Review and update your message regularly to reflect your current data-handling practices.

• Coordinate with your legal or compliance team if your business operates under data protection laws such as GDPR or CCPA and CPRA.

Questions?

If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.