Privacy and data

You're trusting Hollo with conversations between you and your users. This page explains how to delete a user's data, what to put on your App Store privacy labels, and how we protect what you send us.

Deleting a user's data

Apple requires apps that let people create an account to also let them delete it from inside the app. When a user deletes their account, delete their Hollo data too:

func deleteAccount() async throws {
    try await myServer.deleteAccount()
    try await Hollo.eraseUserData()
    // Then sign the user out of your app as usual.
}

eraseUserData() removes the user's conversation, attributes and details from Hollo, and clears them from the device. It can't be undone.

Call	Use it when	History in your inbox
`Hollo.signOut()`	The user signs out.	Kept
`Hollo.eraseUserData()`	The user deletes their account.	Deleted

It throws if the device is offline or the request fails. Show an error and let the user try again, rather than finishing the account deletion without it.

You can also delete a user from their profile in the inbox, for example when someone asks by email.

App Store privacy

The SDK ships with Apple's privacy manifest (PrivacyInfo.xcprivacy), so Xcode includes Hollo in your app's privacy report automatically.

Hollo doesn't collect location, advertising IDs, contacts or browsing history, and it doesn't track users across apps or websites. It collects only what's needed to run the chat:

Data	When	Linked to the user	Used for tracking
Messages the user writes	Always, when they use the chat	Yes	No
Name and email	Only if you pass them to `identify`	Yes	No
User ID	Only if you pass it to `identify`	Yes	No
Device details	Always: model, iOS, app and SDK version, language	Yes	No
Push token	Only if you call `registerPush(deviceToken:)`	Yes	No

All of it is used for App Functionality: running the chat and letting your team reply. The exact answers for your App Store privacy labels are published in the dashboard. Use those when you fill in App Store Connect, and add anything else your app collects.

If you pass extra details as attributes, include those in your labels too.

Security

All traffic between the SDK, the dashboard and Hollo uses HTTPS.
APNs keys and identity secrets are encrypted at rest.
Each workspace's data is isolated at the database level, and we test that one workspace can't read another's.
The app key is public by design. It identifies your app, but it can't read conversations or change settings.
SDK logs never include message text or personal details.

Your data

Region: we'll publish which region your data is stored in, along with a list of the services we use to run Hollo.
AI: we don't train AI models on your users' messages.
Deletion: you can delete a single user, an app, or your whole workspace.
Legal: our privacy policy, terms and data processing agreement (DPA) are published on our site before launch.

Telling your users

Your own privacy policy should mention that you use a third-party service for in-app support, and what it receives. A sentence like this is usually enough:

We use Hollo to provide in-app support chat. When you contact us, Hollo processes your messages, and the name and email on your account, so our team can reply.