How Templ uses de-identified copies
Templ builds a separate copy of eligible finished cases inside your workspace. It removes identifying details before storing the copy. Its rules cannot find every name or prevent every link to a person.
De-identified copies In testing
Templ uses copies to improve answers, check resolved-case rules and review disputed charges. Copies never create or change a charge. Templ sends no copies to a model provider and trains no model on them.
Read the contents
Templ replaces these details before storing its copy:
- Wallet addresses, transaction hashes and signatures.
- Emails, handles, phone numbers, IP addresses and wallet names.
- Known user, team and AI display names, plus names its rules find.
- Private link parts and links outside the app's public pages.
- Block numbers, exact dates and times, long numbers and account identifiers.
Amounts are rounded. Recovery phrases or private keys cause Templ to withhold all case text.
Templ drops message text that still contains an identifier its checks detect. Its rules cannot find every name.
Templ never copies internal notes, files, account identifiers, the user's website or stored IP data.
Writers get stable labels within their workspace. Those labels contain no link to the writer's account.
The copy keeps:
- Cleaned messages, case details and transaction check evidence.
- The opening week and weekday, networks and wallet sign-in level.
- Resolution, handoff, AI mode, categories, tags and quality labels.
- Reply and resolution times in ranges, plus message and note counts.
- Public app links with their private parts removed.
Known public contract addresses can stay when no user amount, block or date links to them.
Chain details can still point to a wallet. Templ treats copies as personal data.
Check when copies form
Templ copies eligible resolved cases after their reopen window ends.
Open cases also qualify after 30 days without a message.
The user must see the notice before sending the message that opens the case. The notice links to Privacy. Templ records which notice the user saw. Team previews, test cases, spam and Templ's check cases are excluded. Cases opened in the Templ app are excluded too.
Check access and retention
Up to 3 named people at Templ can read copies.
Each reader needs a fresh wallet sign-in and a stated purpose. Every read is logged.
Your team sees monthly read counts. Operator access alone grants no reader access.
Copies contain no link that opens a private case. This reading path cannot fetch raw cases.
Copies stay for at most 730 days after Templ makes them.
They can stay after ordinary case deletion. A user's privacy request or objection deletes their copies sooner.
Workspace deletion also removes copies. Legal holds never keep them.
The manager or a support lead records a user's privacy request or objection on their case. That removes the user's copies, including copies whose cases were deleted. An objection also stops further copies for that user in the workspace.
A signed custom contract can exclude a workspace. There is no workspace setting for this.
Tell your users
Use this notice when the copy is enabled for your workspace.
We use Templ for in-app support. Templ stores and delivers the messages you send us through chat.
Templ also keeps de-identified copies of finished cases to improve its service.
It replaces wallet addresses, transaction hashes, contacts and the names its rules find.
It removes other identifying details as described in its Privacy page. Its rules cannot find every name.
You can object at any time by asking us in the chat.
Templ’s Privacy page explains what it keeps and for how long.
In testing means the feature is built and not yet open to every workspace.