Privacy Policy

Last updated: 27 October 2026

SentAna ("we", "our", "us") provides AI customer service agents and customer-insight analysis, operated from Sweden. This Privacy Policy explains how we collect, use, and protect your personal data when you use our services at sentana.se.

1. Data We Collect

• Account data — name, email address, and authentication details (including Google OAuth profile information if you sign in with Google)
• Usage data — analysis runs, uploaded files, and chatbot conversations
• Technical data — IP address and browser type, collected by our self-hosted, cookieless analytics (Matomo)

2. How We Use Your Data

• To provide and improve the SentAna service
• To respond to support requests and chatbot escalations
• To send service-related communications (e.g. trial expiry, account updates)
• We do not sell your personal data to third parties

3. Data Uploaded for Analysis

Text and files you upload for sentiment analysis are processed to generate results. By design, SentAna separates exports into:

• Safe exports — aggregated statistics only, no personally identifiable content
• PII exports — contain original text and are restricted to manager/admin roles within your organisation

Uploaded files and analysis data are retained only as long as necessary to provide the service, and are subject to periodic cleanup.

4. Third-Party Services

We use the following third-party services to operate SentAna:

• Hetzner (Helsinki, Finland) — hosting, database and backups
• Anthropic Claude API — AI: analysis, insight summaries, translation, classification of support messages and reply drafts. Content sent to Anthropic is not used to train its models
• Sinch — phone calls and SMS (Voice Agent and SMS)
• Google — speech-to-text for phone calls; optional Google sign-in; and, only if an organisation connects it, a Gmail mailbox for support email ingestion (a separate, broader access granted explicitly by that organisation)
• Resend — sending transactional and automated emails
• Stripe — billing of our customers (no end-customer data)
• HubSpot — CRM lookup, only for organisations that connect their own HubSpot account
• Matomo (self-hosted, cookieless) — usage analytics of this website

4b. AI Agents and Your Own Customers' Data

If your organisation uses SentAna's AI agents (chat, email, live chat, phone or SMS), SentAna processes personal data belonging to your own customers — the people who contact your customer service — on your behalf. This includes their name, contact details (email address or phone number), and message or call content, used to generate and send replies, track support tickets, and produce reporting.

In this specific relationship, your organisation is the data controller for your customers' data, and SentAna acts as a data processor, processing that data only as needed to provide the AI agents to you. This is a genuinely important distinction from the rest of this policy, which otherwise addresses SentAna's relationship with you (the account holder) directly.

This relationship is governed by a Data Processing Agreement (DPA) that we sign with every customer organisation. It lists the sub-processors above and the security measures we apply. Contact info@sentana.se to receive it.

5. Your Rights (GDPR)

If you are located in the EU/EEA, you have the right to:

• Access the personal data we hold about you
• Request correction or deletion of your data
• Export your data in a portable format
• Withdraw consent at any time

To exercise these rights, contact us at info@sentana.se.

6. Data Security

We use industry-standard security measures including encrypted connections (HTTPS), secure password hashing, and role-based access control to protect your data.

7. Cookies

SentAna uses only essential cookies — the session cookie that keeps you logged in securely. Our website analytics (self-hosted Matomo) is cookieless, so no consent banner is needed.

8. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated via email or a notice on this page.

9. Contact Us

For any privacy-related questions, contact us at info@sentana.se.