Iskaria Desk Privacy Policy

Who we are

Iskaria (“we”, “our”, “us”) makes Iskaria Desk, a work app for iOS and Android used by the staff of businesses and clinics that use Iskaria. This policy covers the app and the Iskaria console that the app opens. For our website, see our Privacy Policy. Contact details are at the end of this page.

Who the app is for

The app is for staff, not for customers, patients or the general public. There is no public sign-up: an account can only be created by the business that uses Iskaria, or by Iskaria on its behalf. If you cannot sign in, ask your business administrator.

Our role: service provider to your business

Staff use the app to read and answer messages from the business's own customers, leads and patients. For that content, the business decides why and how it is used, and we process it on the business's behalf and on its instructions, as its service provider (processor). The business is responsible for how it uses that information. For your own staff account and your use of the app, we are responsible for the information we hold about you, together with the business that set up your account. If a customer or patient asks us about their messages, we help route the request to the business.

What information the app handles

Staff account details. Your name, username, role, the business or clinic you belong to, and your phone number and email address. These are used to sign in and to send you alerts. We also keep your sign-in records and your settings, such as notification preferences.

Customer, lead and patient messages. Conversations that customers have with the business on WhatsApp, Instagram and Facebook Messenger, shown to authorised staff. This includes message text, voice notes, images, video, documents and shared locations, the sender's phone number, profile name or handle, message times and delivery status, and notes, labels and booking details that staff add. Some of this can be sensitive, for example health-related information a patient writes to a clinic. Some replies on WhatsApp may be written by an automated assistant on the business's behalf; a staff member can read and take over any conversation, and automated replies are not used to make decisions about anyone's care.

Team chat and work content. Messages, files, voice notes and photos that staff exchange with colleagues, and other work content your business uses in the app, such as tasks, rosters and notes.

Calls between colleagues. Voice and video calls between staff use a real-time calling service, so call audio and video pass through our calling infrastructure to reach the other person. We do not record staff-to-staff calls. We keep a log of who took part in a call and when. If your business uses a call-tracking service for its customer phone calls, call records for those calls may be shown to authorised staff in the app.

Push tokens and device identifiers. To deliver alerts, including incoming call rings, we store a push token for each phone you sign in on. The token is sent to Apple or Google so they can deliver the alert.

Location, only when you choose. The app uses your location only when you choose to share it in a chat. We do not track your location in the background.

Diagnostics and usage. Our hosting providers log technical data such as IP address, device type and request times in order to deliver and secure the service. The web screens inside the app and our servers may also use a product analytics service to record how the product is used and to find errors. Message content, names and phone numbers are not sent to analytics by design.

Device permissions and why

Notifications: alerts for new messages, tasks and incoming calls. You can turn them off in your phone settings.

Microphone: calls with colleagues, voice notes and video recording, only while you record or are in a call.

Camera: video calls and taking photos to send, only while in use.

Location: only when you choose to share your location in a chat.

Photos and files: only what you pick to attach to a chat.

Face ID, Touch ID or fingerprint: an optional app lock so conversations stay private on your phone. Your biometric data stays on your device and is handled by Apple or Android; we never receive it.

On Android and iOS the app also uses call-related and background permissions, such as showing the incoming-call screen and keeping a call connected, only during calls and when alerts arrive.

How we use information

We use information to run the app and the shared inbox, to deliver messages and replies, to sign you in and keep your account secure, to send alerts, to connect calls, to show a business what its team did (for example who replied to a customer), to find and fix problems and improve the product, to prevent abuse, and to meet legal obligations.

Service providers we use

We share information only with the service providers we need to run the service, and only for that purpose. They fall into these categories:

Cloud hosting and data storage, to host the console and API and store app data. Messaging platforms, Meta's WhatsApp Business Platform, Instagram and Messenger, to send and receive customer messages. Real-time calling infrastructure, to carry calls between colleagues. Push notification delivery, Apple and Google, to deliver alerts and call rings. AI processing, Google Gemini, which helps with features such as the automated assistant, message translation, drafting and the in-app help chat. Product analytics and error tracking for the web screens inside the app.

Authorised staff of the business can see the conversations and activity on their own business account, and Iskaria's authorised team can access data to support the service. We may also disclose information where the law requires it or to protect safety and rights.

We do not sell data, and there are no ads

We do not sell personal information. The app contains no advertising and does not track you across other companies' apps or websites, and we do not use customer or patient messages to advertise to them.

Security

Information is encrypted in transit using HTTPS. Access is role-based, so staff see only what their role allows, and each person signs in with their own account. You can lock the app with Face ID or a fingerprint. No method of transmission or storage is perfectly secure.

How long we keep information

We keep information for as long as needed to provide the service or as required by law, and delete or return it when the business ends the service or asks us to delete it.

Children

The app is for adult staff and is not directed to children. It is not for anyone under 18, and we do not knowingly create accounts for anyone under 18.

Your rights

You can ask to see, correct or delete the personal information we hold about you, and depending on where you live you may have further rights, such as objecting to or restricting how information is used. For your staff account, contact us using the details below or ask your business administrator. For a customer's or patient's messages, the request is best made to the business, and we will help.

Delete your account or data

To ask for your account or personal data to be deleted, email ibrahim@iskaria.com from the email address registered to your account with your business, or ask your business administrator to request it. Tell us your name, your business or clinic, and whether you want your account removed, your data deleted, or both. We will confirm the request and respond within a reasonable time. We may keep limited records where the law requires it. Full steps are on our data deletion page.

Changes to this policy

We may update this policy when our practices change. The “Last updated” date above shows when it was last revised. For material changes we will tell you in the app or by email.

Contact

Iskaria

Email: ibrahim@iskaria.com

WhatsApp: +91 81369 30719