Privacy Policy

Effective date: 6 October 2026

1. Who we are and what this policy covers

Connected Lines provides business process outsourcing, customer support, technology and digital services. This policy covers our website at connectedlines.net and Connected Lines CRM at crm.connectedlines.net, including authorised integrations. Contact us at info@connectedlines.net, or Office #1, 2nd Floor, Nawaz Plaza, Susan Road, Faisalabad, Pakistan.

For customer information entered into a company workspace, that company determines the purpose of its customer support activities. We process that information to provide and maintain the CRM for the company. Please also consult the relevant company's privacy notice.

2. Information we collect

• Website enquiries: information you submit, such as your name, email, telephone number, company and message.
• CRM accounts: user identity, work email, company membership, roles, password hashes, two-factor authentication information and account settings.
• Customer support records: sender and recipient details, email subjects and message text, conversation identifiers, tickets, notes, drafts, assignments, tags and files users upload directly.
• Connection information: authorised account identifiers, permissions, encrypted OAuth tokens or mailbox credentials, and synchronisation status.
• Security and operational records: login events, IP addresses, browser or device information, timestamps and actions taken within a workspace.

3. Gmail and Google Workspace data

Connecting Gmail is optional and requires the account holder's permission on Google's authorisation page. The CRM requests gmail.readonly to read mail data needed to identify new inbox messages and turn them into support tickets, and gmail.send to send replies that authorised CRM users choose to send. It also retrieves the connected mailbox email address and synchronisation identifiers.

The read-only permission technically permits reading the authorised mailbox; our implemented synchronisation imports new inbox messages after connection, rather than routinely importing all historical mail. We store the message text, subject, sender and thread identifiers necessary to display and organise customer requests and keep replies in the conversation. The CRM does not import Gmail attachments as ticket files. Authorisation does not give the CRM permission to delete or modify your Gmail messages.

Replies are transmitted to Google for delivery to the recipient. Internal notes and saved drafts remain inside the CRM unless an authorised user separately sends a reply. We do not request or receive your Google password through OAuth.

We do not sell Google user data, use it for advertising or credit decisions, or use it to train general-purpose artificial intelligence or machine-learning models. Transfers are limited to providing or improving the user-facing CRM features, an authorised business transfer subject to these commitments, or circumstances permitted by Google's policy, such as security or legal requirements. Staff access to Google user data is limited to the circumstances permitted by that policy, including user-authorised support, security investigation or legal requirements.

4. Other optional integrations

A company mailbox connection uses secure IMAP and SMTP to receive new emails and send chosen replies. Where enabled and authorised, Facebook Messenger and Instagram connections process account or Page identifiers, customer message identifiers and message text for support conversations. Shopify connections use read-only order access to display relevant customer order details alongside support tickets. Provider approval, account eligibility and feature availability may limit these connections. Listing an integration here does not mean every provider connection is available to every customer.

5. Why we use information

We use information to respond to enquiries, provide the agreed services, authenticate users, manage company workspaces, create and organise tickets, deliver requested replies, display authorised order context, diagnose errors, maintain backups and investigate unauthorised access. Customer data is not used for unrelated advertising or sold to data brokers.

6. Access, sharing and hosting

Workspace records are available to users assigned access within that company workspace and to authorised platform administrators for service administration. We use hosting and infrastructure providers, including Navicosoft for the currently deployed CRM, to operate and maintain the service. Connected channel providers process the information required for their integrations. We may disclose information when required by law or necessary to investigate security incidents. Providers may process information outside your country; their own privacy policies also apply.

7. Security and cookies

The CRM uses HTTPS, required two-factor authentication, role and company access controls, password hashing, encrypted integration credentials and activity records. These controls reduce risk but do not guarantee that all incidents can be prevented. Users must protect their credentials and recovery codes.

The CRM uses essential session and OAuth security cookies. The current CRM does not use advertising tracking cookies. Hosting systems may record technical request information. External sites linked from our website have their own cookie and privacy practices.

8. Retention and deletion

Support records remain in a workspace while needed for the company's support operations and agreed service, unless deletion is requested or required. Disconnecting an integration stops future CRM access through that connection and removes its stored connection credentials; it does not automatically delete previously imported tickets, notes, activity records or backups.

Request access, correction, export or deletion at info@connectedlines.net. We verify your authority and coordinate with the company workspace administrator before acting on company records. We explain any lawful retention requirement and the handling of backup copies when responding. You may revoke Google access independently through your Google Account. See our data deletion instructions.

9. Updates and contact

We update this page when our processing changes. The effective date identifies the current version. For privacy questions or requests, contact info@connectedlines.net. Do not include passwords, app secrets, authentication codes or recovery codes in your request.