Your conversations. A clear view of your data.
Your connected backend holds the original conversations. Deskfinch operates the customer interface and the services that carry messages between your customers and that backend.
What happens to a message?
01
Customer → Deskfinch
The widget sends the customer's message and conversation identifiers to the Deskfinch API.
02
Deskfinch → your backend
The configured integration reads and writes conversations in Slack, GitHub, or your own system.
03
Your backend → customer
Replies pass through Deskfinch to the customer interface. Live delivery uses a temporary event buffer that can contain message content.
What lives where
| Data | Where it is handled |
|---|---|
| Original conversations and replies | Your connected Slack workspace, GitHub repository, or custom backend. Its access and retention settings apply. |
| Dashboard account | Firebase Authentication and Deskfinch account records, including sign-in identity and profile information. |
| Product and integration configuration | Deskfinch stores product settings, backend mappings, and integration credentials in the service database. |
| Live delivery events | Deskfinch buffers events, including message content, for live updates. These are separate from the original conversation history. |
| Customer recognition | The support interface stores a customer identifier in the customer's browser so it can return to that customer's conversations. |
| Website usage counts | We count page views, demo steps, and Start free clicks using fixed event categories. These events contain no cookies, visitor IDs, referrers, or message text. We respect browser Do Not Track and Global Privacy Control signals. Standard hosting request logs are separate. |
| Operational records | Hosting and application logs are used to operate and troubleshoot the service. They can contain request and conversation identifiers. |
What Deskfinch runs
Deskfinch runs the hosted support interface, dashboard, message API, and integration services. Firebase Authentication handles dashboard sign-in. Integration credentials are used by server-side services. Browsers access service data through authenticated APIs.
The support interface depends on Deskfinch and the connected backend being available. If you experience a delivery or access problem, contact our team with your product name and the approximate time.
What you control
You choose the backend, who on your team can access it, and its retention and backup settings. For a custom SPI integration, you operate the endpoint and configure its authentication and callback signing.
The hosted customer experience still processes data through Deskfinch. Choosing your own backend does not mean that message content bypasses our services.
Discuss your requirements with us
If your product has specific requirements for data location, retention, deletion, or a processing agreement, contact us before connecting it. We can walk through your intended setup and the current service configuration.
For service questions, data requests or security reports, send us a request through Deskfinch.