Privacy Policy
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Introduction
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This Privacy Policy describes how Contact Center AI Association (CCAIA) ("we," "us," or "our") collects, uses, and discloses information when you visit our website (ccaia.org) and when you use the CCAIA MCP App ("the App") within ChatGPT . The App is designed to connect ChatGPT to the Contact Center AI Association (CCAIA) Knowledge Base and Ticketing System . We are committed to transparency, data minimization, and protecting your privacy in accordance with OpenAI’s Apps SDK requirements.
Information We Collect
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Updates to This Policy
Contact Us
We only collect the minimum data necessary to fulfill your requests . We classify data into the following categories:
A. Personal Data You Provide When you interact with the App or our website, you may voluntarily provide:
Search Queries: Specific questions or keywords you enter to search company documentation or policies .
Ticket Information: Data explicitly provided to create support tickets, such as your name, email address, and physical address, or other details required by the specific support case .
Conversation Context: Specific, brief snippets of the conversation (3-5 messages) that you authorize the App to send to support agents to provide context for your ticket.
B. Automated Technical Information (App)
Session Metadata: We collect technical identifiers, specifically the mcp-session-id, solely for the purpose of request tracing, debugging, and maintaining the stability of our Model Context Protocol (MCP) connection .
C. Cookies and Tracking Technologies (Website)
Website Cookies: While the App uses specific session identifiers, our website (ccaia.org) may use cookies and similar tracking technologies to analyze trends, administer the website, and track users’ movements around the site. You can control the use of cookies at the individual browser level.
Data We Do NOT Collect
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Children's Privacy
To protect your privacy, we strictly exclude the following from our collection:
Full Chat History: We do not access or store your full ChatGPT conversation history . We only process the specific snippets you authorize for ticket creation .
Sensitive & Restricted Data: We do not collect Payment Card Information (PCI), Social Security Numbers (SSN), Protected Health Information (PHI), or passwords.
Precise Location: We do not collect GPS data.
Biometrics or Device IDs: We do not collect biometric data or persistent device identifiers for tracking purposes.
How We Use Your Information
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Data Retention
User Rights and Controls
We use the collected information strictly for the following purposes:
Search Queries: To query the CCAIA Knowledge Base and retrieve relevant documentation or policies for you.
Ticket Fields: To populate and submit support tickets to the CCAIA ticketing system on your behalf.
Conversation Context: To assist support agents in understanding the background of your request when a ticket is created.
Session Metadata: For technical debugging, error tracing, and ensuring the reliability of the App's connection.
Data Sharing and Recipients
We do not sell your personal data . We share data only with the following categories of recipients to provide the App's functionality:
Service Providers (Processors):
OpenAI: As the platform host, OpenAI processes interactions subject to their own privacy policy.
Cloud & Database Providers: Used to securely store active support tickets and facilitate API transmission.
Support Agents: Authorized personnel who access the CCAIA ticketing system to review and resolve your support requests.
Web Search Providers (Optional Fallback): If enabled, and only if the internal Knowledge Base cannot answer your query, a search query may be sent to a third-party search provider (e.g., Google or Bing) to find public information. You will be notified if this occurs.
You retain full control over your data while using the App:
Confirmation of Actions: The App is configured to require your explicit confirmation before performing "write" actions, such as creating a support ticket or sending data to an external system.
Right to Delete: You may request the deletion of your support tickets or associated data by contacting us.
Right to Access: You may contact us to request a copy of the specific data we hold about you.
Disconnect: You may stop using the App at any time or disconnect it via your ChatGPT settings.
Security Measures
International Data Transfers
We retain personal data only as long as necessary to fulfill the purposes outlined above:
Search Queries: Retained for [e.g., 30 days] for logging and service improvement, then anonymized or deleted.
Support Tickets: Retained as business records in accordance with standard support data retention policies or until a deletion request is received.
Session Metadata: Retained for [e.g., 7 days] for troubleshooting, then automatically purged.
We implement industry-standard security measures to protect your data, including:
Encryption: All data is transmitted over HTTPS/TLS.
Authentication: We use OAuth and Bearer tokens to ensure only authorized requests are processed.
Access Control: Access to support tools and databases is restricted to authorized personnel with a need-to-know.
Our services are not directed to individuals under the age of 16. We do not knowingly collect personal data from children. If we become aware that a child under 16 has provided us with personal data, we will take steps to delete such information.
Your information, including personal data, may be transferred to—and maintained on—computers located outside of your state, province, country, or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction. By using our App and website, you consent to this transfer, particularly to the United States where our primary service providers (e.g., OpenAI, Cloud Providers) are located.
We may update this policy to reflect changes in our service or regulatory requirements. If significant changes are made, we will notify users through the App or our website.
If you have any questions about this Privacy Policy, please contact us at john@ccaia.org.