1. Who we are
GoDesk is the customer-facing brand for the communication and customer operations services described on this website. This website is operated by Fusion Communication Systems Limited in Kenya. In this policy, “we”, “our” and “us” refer to that business. Contact us at help@godesk.co.ke about privacy or this policy.
The GoDesk Zoho PhoneBridge application is provided by Fusion Communication Systems Limited. Your service agreement identifies the business supplying your particular service and any agreed data processing arrangements.
2. Our role and the scope of this policy
This policy covers this website, demo and partner enquiries, support communications and GoDesk services. It is not limited to the Zoho integration.
For our own website enquiries, account administration and business communications, we determine how the information is used. For customer records and conversations processed in a customer’s GoDesk workspace, the customer generally determines the purpose of processing and we process the data on their instructions under the service agreement.
If you are contacting one of our customers through their phone line, messaging channel or support service, their privacy notice also applies. Direct questions about their use of your information to that organisation. We assist with requests relating to the GoDesk service as required by our role and applicable law.
3. Information we handle
- Website and enquiry information: name, company, phone number, email address where supplied, product interest, team size, deployment preference, message and contact consent. Our forms send the enquiry to GoDesk CRM. Webchat may also collect the information you provide in the conversation.
- Account and business information: user and administrator details, organisation information, permissions, service configuration, billing and support correspondence.
- Communication information: phone numbers, caller ID, call direction, time, duration, routing and outcomes; recordings and voicemail where enabled; and messages or attachments handled through the channels a customer connects.
- Customer work: contacts, leads, accounts, opportunities, tickets, quotes, tasks, collection records, commitments and survey responses where a customer uses those modules. The information depends on the customer’s configuration and instructions.
- Connection and technical information: integration authorisations, linked user identifiers, extension pairings, service logs and technical information needed to operate, troubleshoot and protect the service.
Information comes from you, customer administrators and users, connected systems and communication providers. Name, phone number, company and consent to contact are required by our enquiry form. Other fields help us understand the request. If required details are missing, the form cannot be submitted and we may be unable to respond. Please avoid sending unnecessary sensitive information, passwords, API keys or account credentials through a website form or chat.
4. Why we use information
We use information to respond to enquiries, arrange demonstrations, provide the agreed service, route communications, maintain customer context, support authorised integrations, administer accounts and billing, investigate faults and protect the service.
The legal basis depends on the purpose and our role. It may include steps requested before entering a contract, performance of a contract, compliance with legal obligations, consent where required, or legitimate business interests balanced against individuals’ rights. Customer workspace processing follows the customer’s documented instructions and applicable data processing terms.
The consent on our enquiry form is for contacting you about that enquiry. It is not blanket permission for unrelated marketing. You can ask us to stop marketing communications or withdraw consent by contacting us. Withdrawal does not change processing that was lawful before it was withdrawn.
5. Connected services and Zoho permissions
Connecting a third-party service can send information between GoDesk and that service within the authorised scope. Administrators should review permissions, sharing rules, user access and the other provider’s terms before connecting.
The Zoho PhoneBridge calling connection uses Zoho authorisation rather than your Zoho password. It requests PhoneBridge.call.log and PhoneBridge.zohoone.search, and uses the Zoho user list and extension pairings to associate calls with the right users. Call reporting sends call events and details to Zoho. Recording sharing, when enabled, adds a link to the recording held in GoDesk.
The GoDesk Phone CRM extension and optional platform connections for Zoho CRM, Desk, Calendar, Meeting or Mail are separate components. Zendesk and other connections also have their own configuration. Not every message, customer record or module is copied into a connected system.
Disconnecting Zoho in GoDesk Voice deletes that connector’s authorisation tokens, imported user list and extension pairings. Calls and notes already logged in Zoho remain there. GoDesk workspace records and recordings follow workspace retention. See the Zoho permissions guide and removal guide.
6. Calls, recordings and messages
Recording and sharing depend on the customer’s settings and service arrangement. Customers are responsible for establishing a lawful basis, providing required notices and managing staff access to recordings and customer communications.
A call record in a connected CRM may remain after the linked recording is deleted from GoDesk. Disabling a connection does not automatically delete records already stored in the other system. Requests must be handled in each relevant system.
8. Hosting and international processing
GoDesk hosting is agreed for the customer’s deployment. An in-country GoDesk deployment does not mean every connected service processes all information in that country. Zoho, Zendesk, carriers, messaging services and other connected providers retain their own hosting arrangements.
Where a transfer outside Kenya is involved, applicable data protection requirements and appropriate safeguards must be addressed for the relevant processing. Discuss location requirements with us before selecting a deployment or authorising an integration.
9. Retention and deletion
We retain information for the purpose for which it was collected and for applicable contractual, legal, accounting, security or dispute requirements. Website enquiry records are retained while needed to respond to and manage the enquiry and any resulting business relationship.
Customer records, call logs and recordings follow the workspace configuration and agreed service terms. Retention periods can differ by data type and deployment. Ask your workspace administrator or contact us for the schedule applicable to your service.
Closing an account or disconnecting an integration is not the same as an immediate erasure of every record. Data already stored in a third-party system follows that system’s controls. Backup deletion and records that must be retained require consideration of the applicable retention process and legal obligations.
10. Security
We use reasonable technical and organisational measures to protect information against unauthorised access, loss or misuse. Access should be limited to authorised users and managed according to their roles. Customers must protect their credentials and tell us promptly about suspected account misuse.
No online service can guarantee absolute security. The security responsibilities and incident handling arrangements for a customer deployment should be recorded in the service and data processing agreements.
11. Website tools and browser information
This website includes GoDesk webchat served from hq.godesk.co.ke. Loading the widget contacts that service and may send technical browser information needed to display and operate it. Messages you send through it are handled as enquiry or support communications.
Our enquiry forms also submit to the GoDesk intake service on hq.godesk.co.ke. Browser controls can affect website features, including webchat. Social sharing links open the service you choose; that service’s privacy terms apply when you visit it. This website does not automatically post to your social accounts.
Any analytics or advertising tools introduced later must be assessed and described, with consent controls where required. This policy should be updated to reflect the tools actually in use.
12. Your privacy rights
Depending on the applicable law and circumstances, you can request information about how your data is used, access, correction or deletion, object to processing, request restrictions or portability where applicable, and withdraw consent. Contact help@godesk.co.ke and describe the request. We may need proportionate information to verify your identity and route the request to the relevant organisation.
Some requests have limits where information must be retained by law or to protect other people’s rights. We will handle requests under the applicable legal requirements and explain any relevant limits. If the information belongs to a customer workspace, that customer’s administrator is usually the first contact.
You can raise a complaint with Kenya’s Office of the Data Protection Commissioner, including through its complaints service. You do not need to give up that right by contacting us first.
13. Changes and contact
We may update this policy as the website, services or applicable requirements change. The update date appears at the top. Material changes should be communicated through an appropriate channel where required.
For privacy questions, contact Fusion Communication Systems Limited at help@godesk.co.ke. For the service rules, read our terms of service.