Privacy Policy

Effective October 1, 2026

What Hylo processes

Hylo processes account and workspace information, device identifiers, subscription and entitlement status, beta applications, support communications, normalized session analytics, and limited operational and security logs. Payments, if offered, are processed by the payment provider; Hylo does not receive complete card numbers.

LIVE comments and product data

The service may process comments visible in a LIVE room, including display names, to group audience demand while the session runs. Raw comment retention is bounded and should not be enabled longer than necessary. Product facts, sources, FAQs, LIVE Sets, and aggregate question clusters may be stored locally or in Hylo services depending on the product version. Do not use the service for data you are not authorized to process.

Microphone and transcription

Host microphone audio is captured for local speech detection and transcription. The comment connector does not receive raw microphone audio. Final transcript text is held temporarily in memory while a LIVE session runs so the app can detect whether the host addressed a surfaced topic. It is removed from durable session records and cloud sync. It stays on the host's machine unless the host turns on Share live transcript with your agency operator, which is off by default. With it on, the last few minutes of that text are visible to authorised operators in the agency's Operator Desk while the session is live; it is never written to our database or to our logs, and it is discarded when the session's operator room expires.

Simulated LIVE demo

The public demo at /try needs no account and uses a fictional sample product. If you use your microphone, the speech model runs in your browser: your audio stays on your device and is never sent to Hylo. The text of what you say, or what you type, is sent to Hylo while the demo runs so the service can show help and prepare feedback. That text is held in memory only and is discarded when your feedback is ready or the session expires. Hylo keeps the feedback itself (which questions were answered, and the approved answers) for 7 days so you can return to it with your private results link, then deletes it. Hylo may ask an AI provider to word that feedback; the provider receives the findings and approved product facts, not your words or audio. No camera is used. If you send the "Start a team pilot" form, we receive the details you enter and a reference to your demo session.

Connectors

The optional browser extension reads comment elements only on its declared TikTok Seller LIVE pages and sends normalized events to the paired desktop app over loopback. Managed connector providers process the LIVE identifier and event data needed to operate their service under their own terms.

Service providers and retention

Hylo may use providers for cloud hosting, authentication email, transactional email, payments, connector access, and operational monitoring. Cloud account, entitlement, billing, security, and usage records are retained as needed to operate the service, comply with law, resolve disputes, and prevent abuse.

Your choices

You can avoid installing the browser connector, end a LIVE session, remove local product/session data, or request access, correction, or deletion at [email protected]. Some records may be retained where legally required or necessary for security.

Security and changes

Hylo uses administrative, technical, and organizational safeguards, but no system is completely secure. Material changes will be posted here with a new effective date.