Privacy & data
Where your support data lives, and what leaves your site
The help desk runs on your own WordPress database and talks to nobody. Only the optional AI, Slack and webhook features send anything out, and this page lists exactly what.
This page explains how the product handles data. The legal terms are in the NiroHelp privacy policy on nirosuite.com.
On your site
Your content stays WordPress content
Nothing about the help desk itself needs an account, a licence check or an outside service.
Works offline
Docs, tickets, emails, the dashboard and migration contact no external service. Leave the AI disconnected and everything else keeps working.
Posts and comments, not a private format
Docs and tickets are posts, replies are comments, attachments sit in your uploads folder. A standard WordPress export takes all of it.
No third-party model keys
There is no OpenAI or Anthropic key field in WordPress. AI requests go to NiroHelp Cloud, authenticated with a key for your site.
Three tables of its own
Webhook endpoints, their delivery log and the queue that Slack and webhook deliveries wait in. Everything else is core WordPress tables.
What leaves your site
Exactly what is sent, and when
Nothing is sent until an administrator connects the site to the AI service. Disconnect it and the stored key is cleared.
| Feature | What is sent | When |
|---|---|---|
| Connecting the site | Site URL, site title, and the administrator’s name and email. The service returns the key your site uses from then on. | Once, when you connect |
| Docs sync | Your published documentation, so the AI can answer from it. | When you sync docs |
| AI chatbot | Each visitor message, up to ten earlier turns of that conversation, and the page it was asked on. A name and email only if the visitor gives them to the chatbot. | Per visitor message |
| AI auto-responder | The ticket’s title, the client’s name and email, the order reference, product, urgency, and the full conversation. | When a ticket is answered automatically |
| AI instructions | The custom instructions text you write. | When you save it |
| Slack and webhooks | The ticket events you switch on, to your Slack workspace or to the URL you give. Webhooks are signed. | When a selected event happens |
The AI service does not receive your WordPress users, your other tickets, or anything outside the docs you sync and the questions you send.
Retention
What the AI service keeps, and how to delete it
365 days, then deleted
The service keeps the questions and answers it logged for your site, and any leads, for 365 days and then deletes them automatically.
Delete it yourself, any time
Delete data on the AI screen removes your site’s logs, leads and indexed docs from the service and clears the stored key. It asks first and cannot be undone.
WordPress’s own erase tool works
Erasing a person under Tools → Erase Personal Data also removes their tickets’ data and any lead with their email at the AI service.
The privacy policy text is ready to publish
NiroHelp adds a section for your site’s own privacy policy under Settings → Privacy, describing the above.
Be precise
What your own site records
Plenty of products say “we don’t track anyone”. We would rather say what is true, because it is still a good story.
Doc votes record no identity
A helpful / not helpful vote stores no IP address, no account and no fingerprint.
The chatbot is not tracked across visits
In the visitor’s browser the conversation lives in session storage and goes when the tab closes. The AI service does not tie conversations to an IP address or an identifier that follows a visitor between sessions.
Ticket replies keep the usual comment data
A ticket reply is a WordPress comment, so it stores the commenter’s IP address and browser user agent in your database, exactly as any comment on your site does.
Leaving
Uninstalling deletes almost nothing
Removing the plugin deletes two internal option flags and nothing else. Your docs, tickets, replies, terms, roles and settings stay in the database.
Settings survive a reinstall
Usually welcome. If you uninstall to “start clean”, the old configuration comes back with the plugin.
Data at the AI service survives too
Uninstalling makes no call to the service, because a remote wipe cannot be undone and removal is often followed by a reinstall. Use Delete data on the AI screen first if you want it gone; otherwise it expires after 365 days.
Questions about your data?
The legal terms are on nirosuite.com. For anything this page does not answer, the FAQ is next.