1. Introduction
Welcome to Knowtific (MYT PTY LTD) (“we”, “us”, “our”). We are committed to protecting the privacy and security of the personal information we collect. This Privacy Policy outlines how we collect, use, store, and disclose personal information in accordance with the Australian Privacy Principles (APPs) contained within the Privacy Act 1988 (Cth).
This policy applies to visitors of our website (https://www.knowtific.com.au) and to the clients who engage our website, software, SEO, Google Business Profile, Google Ads, hosting, support and AI services (“Services”).
2. The Types of Personal Information We Collect
We collect information necessary to provide our services and communicate with you. The types of information we may collect include:
- Information You Provide Directly: Your name, email address, phone number, company name and website address when you complete our contact form, our consultation request, or our free website audit request.
- Conversation Data: When you or your customers interact with our AI chatbot or live chat services, we collect and store the full transcript of those conversations. This may include any personal details, questions, or business information that is voluntarily provided during the chat or call.
- Technical & Usage Data: Information about how you use our website — including your IP address, browser and device type, the pages you view, the links you click and how far you scroll — collected through cookies and the analytics tools described in section 8.
- Session Recordings: We use a tool that records how visitors move through our website (mouse movement, clicks and scrolling) so we can see where pages are confusing. See section 8 for what this does and does not capture.
3. How We Collect Personal Information
We collect personal information directly from you when you:
- Fill out a form on our website.
- Communicate with us via email or phone.
- Interact with an AI agent or live chat feature on our website or on the websites of our clients who use our technology.
4. How We Use Your Personal Information (Purpose of Collection)
We collect and use your personal information for the following purposes:
- To respond to your inquiries and provide you with the information and Services that you request from us.
- To deliver, maintain, and improve our Services.
- To store conversation histories within our platform (powered by Chatwoot). This allows our clients to review past interactions, provide better follow-up support, and maintain a record of customer communications.
- To process invoices and manage our business relationship with you.
- For internal analysis and research to improve our platform and AI models.
5. Disclosure of Personal Information
We are committed to protecting your data. The disclosure of your information depends on the technology used to provide the service.
Self-Hosted Platforms: For many of our core services, the software is run on our own secure, self-hosted infrastructure. In these cases, your data is processed within our controlled environment and is not disclosed to a third-party company for processing.
Third-Party Cloud Services: To provide certain functionalities, such as conversational voice AI or chat AI, we utilize specialized third-party cloud services (e.g., Retell AI). When you use a service that relies on these providers, we will need to send the relevant data (such as voice data for transcription) to them for processing.
Website enquiries: When you submit a form on our website, the details you provide are delivered to our inbox through a third-party email delivery provider, and are stored in our email system.
Analytics and advertising providers: Google and Microsoft receive website usage data as described in sections 8 to 10.
We only partner with reputable providers and take steps to ensure your data is handled securely. We will never sell your personal information to third parties.
6. Data Storage, Security, and Australian Hosting
This is a key part of our commitment to you.
Australian Hosting: Our primary platform infrastructure and data storage servers are located within Australia. This ensures that data is managed under Australian jurisdiction and provides faster performance for our local clients. This applies to the platforms we host ourselves; the analytics, advertising and email providers listed in section 10 process data overseas.
Data Security: We take reasonable technical and organizational steps to protect the personal information we hold from misuse, interference, loss, unauthorized access, modification, or disclosure. While no system is 100% secure, we are committed to maintaining a high standard of data security.
Data Retention: We retain enquiries and correspondence for as long as needed to answer them, to meet our record-keeping obligations, and to manage an ongoing client relationship. We retain AI conversation data by default so our clients have historical context. Website analytics are retained according to the provider’s settings. If you want your data deleted, contact us and we will do it where we are not required by law to keep it.
7. Your Rights: Accessing and Correcting Your Personal Information
You have the right to request access to the personal information we hold about you and to request its correction. To do so, please contact us using the details below. We will respond to your request within a reasonable timeframe.
8. Cookies, analytics and session recording
Cookies are small files a site stores in your browser. We use them, and the tools below, to understand how our website is used and to improve it. You can block or delete cookies through your browser settings; the website will still work.
- Google Analytics 4 — measures pages viewed, how you arrived, and actions such as submitting a form or clicking a phone number. Provided by Google.
- Google Tag Manager — loads and manages the measurement tags above. Provided by Google.
- Microsoft Clarity — records how visitors move through pages (mouse movement, clicks and scrolling) and produces heatmaps, so we can find pages that confuse people. Provided by Microsoft.
- Google Ads — where we advertise, measures which ads led to an enquiry. Provided by Google.
9. What session recording does and does not capture
Session recording captures how you interact with a page — where you move, click and scroll — not a video of your screen or of you. It is used in aggregate to improve page design.
It is not used to identify you personally, and we do not attempt to link a recording to a named individual. Text you type into a form field is not recorded — only the fact that you interacted with the field. If you would rather not be recorded at all, most browsers offer tracking protection, and blocking cookies for this site prevents it.
10. Overseas disclosure
Some of the providers we rely on are located outside Australia. By using this website or engaging our Services, you consent to your personal information being disclosed to overseas recipients, which may include:
- Google (United States and other locations) — analytics, tag management, advertising, and Google Business Profile.
- Microsoft (United States) — website session recording and heatmaps.
- Our email delivery provider (United States) — used to deliver the enquiries you submit through our forms to our inbox.
- Specialist AI providers (varies) — where you use an AI chat or call service we operate, as described in section 5.
11. How to Make a Privacy Complaint
If you have a concern or complaint about how we have handled your personal information, please contact us directly using the details below. We will investigate your complaint and respond to you in writing. If you are not satisfied with our response, you have the right to contact the Office of the Australian Information Commissioner (OAIC).
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business practices or legal requirements. The latest version will always be posted on our website.
13. Contact Us
If you have any questions, concerns, or requests relating to this Privacy Policy, please contact us at:
Email: Support@knowtific.com