Supplement to Your Privacy Policy LoyJoy Platform

Change history (2 entries)

• 05/05/2026 Three separate text variants introduced for Chat Agent, Phone Agent, and combined use. Cookie banner template unchanged.
• 01/01/2024 Initial publication.

Below you will find three ready-to-use text variants for your privacy policy, depending on which LoyJoy channels you use. Please note that these suggestions do not constitute legal advice. It is recommended to have the texts reviewed by a qualified legal advisor to ensure they are complete and appropriate for your specific use case.

Variant 1: Chat Agent only

We use services provided by LoyJoy GmbH, Kapuzinerstraße 20, 48149 Münster, Germany ("LoyJoy"), to make a chat agent available to you for service and communication purposes. LoyJoy processes personal data on our behalf on the basis of a data processing agreement pursuant to Art. 28 GDPR.

When you use the chat agent, technically necessary data is processed, including in particular the date and time of use, technical browser and device information, the IP address and the content of the chat communication. During the chat, you may voluntarily provide additional personal data, such as your name, email address, phone number, customer number or details about your request.

To respond to your enquiry, technologies based on artificial intelligence may be used. Your inputs and the relevant conversation context may be transmitted for this purpose to specialised AI service providers acting as sub-processors for LoyJoy. It is contractually ensured that your inputs are not used to train the underlying AI base models.

Chat data is stored for 30 days by default and then deleted or anonymised, unless a different deletion period has been configured. The legal basis depends on the purpose of the communication: Art. 6(1)(b) GDPR, Art. 6(1)(f) GDPR or, where required, Art. 6(1)(a) GDPR.

Variant 2: Phone Agent only

We use services provided by LoyJoy GmbH, Kapuzinerstraße 20, 48149 Münster, Germany ("LoyJoy"), to make a telephone AI assistant available to you for service and communication purposes. LoyJoy processes personal data on our behalf on the basis of a data processing agreement pursuant to Art. 28 GDPR.

When you use the telephone AI assistant, the data required to carry out the call is processed. This includes in particular your phone number, the number called, the date and time of the call, technical connection data, the content of the conversation, the transcript generated from it, the call recording and the information you voluntarily provide during the call.

The telephone AI assistant processes voice inputs in real time in order to understand your request and generate an appropriate response. The audio stream is not permanently stored by LoyJoy. The transcript and call recording are stored as part of the conversation. At the beginning of the call, we will inform you that you are interacting with an AI system.

To carry out the call and to respond to your enquiry, telephony, speech-to-speech and AI service providers are engaged as sub-processors of LoyJoy. It is contractually ensured that your inputs are not used to train the underlying AI base models.

Transcripts and call recordings are stored for 30 days by default and then deleted or anonymised, unless a different deletion period has been configured. The legal basis depends on the purpose of the communication: Art. 6(1)(b) GDPR, Art. 6(1)(f) GDPR or, where required, Art. 6(1)(a) GDPR.

Variant 3: Chat Agent and Phone Agent

We use services provided by LoyJoy GmbH, Kapuzinerstraße 20, 48149 Münster, Germany ("LoyJoy"), to make digital and telephone AI assistants available to you for service and communication purposes. LoyJoy processes personal data on our behalf on the basis of a data processing agreement pursuant to Art. 28 GDPR.

When you use the chat agent, technically necessary data is processed, including in particular the date and time of use, technical browser and device information, the IP address and the content of the chat communication. During the chat, you may voluntarily provide additional personal data, such as your name, email address, phone number, customer number or details about your request.

When you use the telephone AI assistant, the data required to carry out the call is additionally processed. This includes in particular your phone number, the number called, the date and time of the call, technical connection data, the content of the conversation, the transcript generated from it, the call recording and the information you voluntarily provide during the call.

The AI assistants process your inputs or voice inputs in order to understand your request and generate appropriate responses. For the telephone AI assistant, the audio stream is not permanently stored by LoyJoy. The transcript and call recording are stored as part of the conversation. At the beginning of a call, we will inform you that you are interacting with an AI system.

To carry out the communication and respond to your enquiry, telephony, speech-to-speech and AI service providers may be engaged as sub-processors of LoyJoy. It is contractually ensured that your inputs are not used to train the underlying AI base models.

Chat data, transcripts and call recordings are stored for 30 days by default and then deleted or anonymised, unless a different deletion period has been configured. The legal basis depends on the purpose of the communication: Art. 6(1)(b) GDPR, Art. 6(1)(f) GDPR or, where required, Art. 6(1)(a) GDPR.

Template for Cookie Banner (Consent Manager)

**Recommended Classification:** Essential / Technically Necessary

**Service Name:** LoyJoy Chat Assistant

**Provider:** LoyJoy GmbH, Münster, Germany.

**Purpose:** Enables the provision of an interactive chat service (AI agent). Storage is technically required to maintain the chat history and context of the conversation across multiple page loads. Without this storage, the chat would be lost on each page reload or navigation.

**Type of Storage:** Local Storage (browser's local storage). No traditional cookies are used for tracking.

**Storage Duration:** Data in Local Storage is automatically deleted after the session ends or at the latest after 14 days (default setting).

**Legal Basis:** § 25 para. 2 no. 2 TDDDG (absolutely necessary to provide the service expressly requested by the user) and Art. 6(1)(f) GDPR (legitimate interest in customer communication and website security).