Cookie Policy

Every cookie Avox sets itself is strictly necessary, except the optional analytics cookies described below, which are only set if you allow analytics. They work the same on Avox and our other Avox sites (the dashboard, admin, docs and status pages), so you only answer once:

• Sign-in session (issued by Supabase Auth) - keeps you signed in. It lasts as long as your session and is removed when you sign out.
• Cookie choice (avox_consent) - remembers what you chose in the cookie banner, and nothing else. It lasts about six months, then the banner asks again. It also asks again if this policy's categories change.
• Active Switchboard (dashboard only) - remembers which of your Switchboards you're looking at. It lasts up to a year.

A few things are kept in your browser's local storage instead of a cookie, so they are never sent to us with each request: a random device identifier the dashboard uses to recognize this device for your security (the Settings > Security "active devices" list and new sign-in alerts), small notes about what you've already done in the app (for example a tip you dismissed or your recent searches), a note on Avox that you subscribed to our newsletter from this browser (so the footer says "You're subscribed" instead of asking again), your own reactions and "Was this helpful?" votes on What's new posts (so you can see and change them), and - only if you allow site preferences - your light/dark theme.

Session storage, which your browser clears when you close the tab, holds two more small notes: that the dashboard has already shown you your offers on this visit (so they pop up at most once), and the latest service status for the status link, so it isn't fetched again on every page.

To keep our sites working well, Avox counts visits to its own sites (Avox, the docs, the status page and the dashboard) anonymously and without cookies: which pages are viewed, the full address of the page you arrived on and of the page that sent you, campaign tags, which links and buttons are used and where on the page, clicks that seem not to work, how far you read and for how long, links to other websites and downloads you open, how forms are used (which fields, filled in or not, errors, sent or left, never what you type), pages that weren't found, how fast pages load, and broadly where visits come from (country and region, browser, device type, language). Before any link is kept, we remove anything that looks like a password, code, key or sign-in token, email addresses and advertising click identifiers. In the dashboard, button and link clicks are recorded with their names and on-screen text (which can include your own item names, like template, Flow, automation and Switchboard names) and where on the page they were; in areas that show your contacts (the inbox, contacts, calls, logs, support conversations, the onboarding chat and search results) only the click itself is recorded, with no text. Your contacts' names, numbers and messages are never recorded. Nothing is stored on or read from your device for this, and you can't be recognised from one day to the next. To count each visitor once a day, our server makes a one-way, keyed code from your IP address and browser details that changes every day; the IP address itself isn't kept with these counts. This counting runs whatever you choose in the cookie banner, because it uses no cookies and doesn't identify you. Our Privacy Policy lists everything we record and why.

If you turn on Analytics in the cookie banner, we add cookie-based analytics on top, so we can understand return visits, how people move between our sites and which campaigns bring them. It uses three first-party cookies, shared across Avox sites: avx_vid, a random visitor ID (up to about 13 months); avx_sid, your current visit (a new one starts after 30 minutes without activity); and avx_ut, the campaign that first brought you (30 days). With Analytics on we also keep your city-level location and time zone with your visits, and when you sign in we link this browser's visitor ID to your account. Turning Analytics off removes these cookies straight away. If your browser sends a Do Not Track signal, we keep to anonymous counting even if Analytics is on.

With Analytics on, your visitor ID also keeps the same version of a page for you when we test two versions against each other, and it lets us include your browser in the groups of visitors our team uses to choose offers and campaigns. Without it, a test version is picked for that visit only and nothing is stored.

On the Avox site and the docs, turning on Analytics may also load Microsoft Clarity, a tool from Microsoft that shows us how pages are used (clicks, scrolling and a replay of the visit, with typed text hidden) so we can improve them. It sets the cookies _clck and _clsk and sends this data to Microsoft, which acts for us as a service provider. It never runs on checkout, sign-in or sign-up pages, in the dashboard or in our staff tools, and it stops, and its cookies are removed, when you turn Analytics off or if your browser sends a Do Not Track signal.

Detailed visit records are kept for 90 days and daily summaries for 25 months. Your browser's visitor record is deleted 90 days after your last visit, or about 13 months after it if the browser is linked to an account. This data is used only by Avox to improve its sites, product and offers, never for advertising, and is never sold. Our staff admin tools aren't tracked.

Avox doesn't run its own ad network, advertising tracker, or social-media pixel anywhere on the site or dashboard, and, unless you turn on Analytics, uses no third-party analytics. Two of our vendors' scripts can load, and only when you need them: PayPal's checkout, when you pay and only once you've allowed third-party integrations; and Meta's, only when you click to connect your WhatsApp Business Account. While loaded they may set their own cookies under Meta's or PayPal's own cookie policies. Avox doesn't control what those scripts do and isn't the one setting those cookies - see Meta's and PayPal's own cookie disclosures for that detail.

Videos. Some What's new posts and docs pages include a video from YouTube (through its privacy-enhanced youtube-nocookie.com player) or Vimeo (with its Do Not Track setting on). Until you press play you see only a play button, and the player isn't loaded; in the docs, a YouTube video's preview picture is shown from YouTube's image server, which receives your IP address and browser details for that picture. Once you press play, the player loads from YouTube or Vimeo, and they may set their own cookies under their own cookie policies.

Files for the dashboard. jsDelivr, a public file delivery network, serves two parts of the dashboard: the code editor (loaded when you open a Flow's JSON editor) and the emoji list (loaded when you open the emoji picker). jsDelivr receives your IP address and browser details to send those files, as any website you load something from does. No account, contact or message data is sent to it.

Our essential cookies are strictly necessary (the recognized exemption from consent requirements under both GDPR's ePrivacy rules and India's own data protection framework), but remembering your theme, loading PayPal's checkout and analytics cookies are optional - so you get a real choice about them. On your first visit, a banner offers Accept all, Reject non-essential, or Customize (separate toggles for site preferences, third-party integrations and analytics); in the signed-in dashboard it offers Accept or Only necessary. Rejecting turns off everything optional, including the analytics cookies; the anonymous, cookieless visit counting described above carries on. A Do Not Track signal from your browser also keeps you to anonymous counting. To object to the anonymous counting itself, or to ask what we hold about you, contact support. One answer covers every Avox site. You can change your mind at any time with the "Cookie settings" link (the cookie icon in this site's footer, and in the docs, the status page and the dashboard's Settings). Your choice is kept in the cookie choice cookie above, and wherever you choose on an Avox site we also keep a record of the choice you made and when (with your IP address and browser type) as proof of consent.

All of the above can be cleared from your browser's own site-data settings at any time. Clearing the session cookie simply signs you out; clearing the cookie choice means the banner asks again; clearing the analytics cookies means you're counted as a new visitor; clearing local storage resets the theme to the default and means this device is treated as new on your next sign-in.