This Privacy and Cookie Policy (this "Policy") explains how RealRecruit, LLC ("we", "us", or "our") processes personal information that we receive via our website (www.relayed.com), our mobile applications, and our communication intelligence platform (collectively, "Relayed"). Relayed enables organizations to capture, organize, route, and respond to inbound communications across multiple channels, including web forms, SMS/text messaging, email, chat, QR-code links, and other integrated communication tools. This Policy applies to information we collect through Relayed. This Policy does not apply to information that we collect through other channels, such as information that we collect offline, from other websites, or from emails you send us.
By using Relayed, you agree to the terms of this Policy. If you do not agree with this Policy, then do not use Relayed.
Relayed is primarily a business-to-business software platform. Organizations that contract with us ("Customer Organizations") determine how the platform is configured, what communication channels are enabled, what data is submitted or connected, which staff members have access, and how communications are handled.
We collect the information you provide to us directly or that is provided to us on your behalf by your institution or organization that purchases a license for you to use Relayed. Depending on how you or your Customer Organization interacts with Relayed, the personal information we collect may vary. Information may be provided directly by you, by other users, by Customer Organizations on your behalf, or received from third-party systems integrated with the platform. Some examples of instances in which personal information may be collected include:
1.1.1 Required Information. To create login credentials, we will collect your first and last name; an email address and a password of your choosing for logging in; your institution or organization; and the team(s) (if any) with which you are affiliated.
1.1.2 Voluntary Information. You may also have the opportunity to provide optional information to use in connection with your account.
1.1.3 Free-Form Text Entry. Relayed also allows users to submit information through the entry of free-form text. Information you provide in any free-form text field is also collected by Relayed and will be collected and stored on our servers.
1.1.4 Information from Customer Organization Systems. When a Customer Organization integrates Relayed with third-party systems, we may receive information from those systems, including CRM records, ticketing records, donor profiles, event attendance data, account status, relationship history, service notes, compliance records, case management records, or incident management records. The specific information received depends on the Customer Organization's configuration and the integrations they enable.
1.1.5 Attachments and Files. Users or Customer Organizations may submit attachments, screenshots, documents, photos, or other files through the platform. Such files are collected and stored on our servers.
1.1.6 Communication Metadata. We collect metadata associated with communications submitted through Relayed, such as timestamps, channel source, assigned staff member, status, tags, routing information, escalation status, and resolution status.
Individuals typically access Relayed through their computer, laptop, mobile device, tablet, or other internet-enabled device (each a "Device"). When you use Relayed, your Device automatically provides information to us so we can respond and customize our response to you. The information we collect by automated means may vary, but generally includes technical information about your Device, such as your IP address or other Device identifier. We may also collect usage information and statistics about your interaction with Relayed, which may include the URLs of our web pages that you visited, URLs of referring and exiting pages, page views, time spent on a page, number of clicks, platform type, location data, and other information about how you used Relayed.
2.1 IP Address, Web Browser, and Device Information. When you visit Relayed, your Device automatically sends us your Internet protocol ("IP") address so that the web pages you request can be sent to and accessed on your Device. An IP address is a number that is automatically assigned to the Device you are using by your Internet Service Provider. We use your IP address to determine additional information, such as whether the Device has ever been used to visit Relayed before, which Relayed features were used most often, and how much time was spent on a page.
2.2 Web Beacons and Log Files. Relayed may, from time to time, use a variety of "web beacons," including "pixel tags," "clear GIFs," or similar means in connection with Relayed and HTML-formatted email messages to, among other things, track the actions of users, record the IP address of your Device, the URL of the web page, the date and time the page was viewed, and the type of Device and/or browser used, in order to determine the efficacy and utilization of, and to compile aggregate statistics about, Relayed usage and response rates. This information is typically collected in "log files," which we use to track traffic to, from, and on Relayed, including for the management and maintenance of Relayed.
2.3 Location Data. If you access Relayed using a mobile Device, we will collect your physical location if you have enabled this feature. Even if you are not using a mobile Device, information about your general location may be discernible from your Device's IP address or the URLs we receive.
2.4 Cookies. We also collect information using cookies to help us identify you when you visit Relayed. See Section 5 below for more information regarding our use of cookies.
We may use the information we collect:
Relayed may use artificial intelligence, machine learning, natural language processing, or other automated tools to help Customer Organizations manage communications more efficiently. These features may include:
AI-generated outputs are intended to assist human users and should be reviewed by authorized Customer Organization personnel before being relied upon for important decisions. Relayed does not make final decisions on behalf of Customer Organizations unless a Customer Organization specifically configures automated workflows for limited operational purposes.
Relayed allows users to communicate with their teams, institutions, and/or organizations, both (1) actively and directly, and (2) through the submission of anonymous information. While such information and/or content is created by you, Relayed intends to, and frequently does, share it with other users, particularly when it addresses or suggests circumstances involving physical and/or emotional harm, criminal activity, ethical lapses, and other instances that require the attention or a response of your team, institution, or organization. Among others, we may disclose information you submit to Relayed as follows:
Relayed allows administrators, faculty, staff, and/or others to read, print, and respond to the content you submit depending on the service offerings you are using. Relayed also allows teams, institutions, and organizations to establish their data retention and purge policies consistent with their own institutional or governmental obligations. Contact your organization's administrator to learn the specific details about how your institution or organization uses and retains the information you submit.
Except as set forth above, Relayed generally does not disclose your individual account information, content, or usage data to third parties. However, we may disclose your personal information as follows:
We do not sell or share mobile information or personal data with third parties, affiliates, or partners for marketing or promotional purposes. We only share information with third parties when it is strictly necessary to deliver our service, and only under binding agreements that ensure confidentiality. Under no circumstances will mobile information be shared or sold for advertising or promotional use.
5.1 Cookies. Cookies are small pieces of data that are stored on your Device when you first visit a page. We use cookies, web beacons, locally shared objects (sometimes called "flash cookies"), mobile identifiers, and similar technologies ("Cookies") to help us recognize you on Relayed, enhance your user experience, and understand Relayed usage.
5.2 When do we use Cookies? We may set Cookies when you visit Relayed. They may also be set by other websites or services that run content on the page you're visiting. After you register on Relayed, we may connect information stored in Cookies with other information we receive from you.
5.3 What types of Cookies do we use? We use two types of Cookies: "session cookies" and "persistent cookies." Session Cookies are temporary and remain on your Device until you leave Relayed. A persistent Cookie remains on your Device until you manually delete it (how long it remains depends on the duration or "lifetime" of the specific Cookie and your browser settings).
5.4 What are Cookies used for? Cookies may transmit information about you and your use of Relayed, such as your browser type, search preferences, and the date and time of your use. We use Cookies for authentication (to keep you signed in), security (to prevent fraud and protect your data), preferences and features (to enable functionality and personalized content), and analytics and performance (to analyze usage, monitor performance, and identify and fix errors).
Managing Cookies. We work with third parties, such as AWS, that may use Cookies set on your Device to measure performance and track traffic to Relayed. You may be able to disable placement of some Cookies other than necessary cookies by setting your browser to decline cookies, though this may worsen your user experience. If you delete your browser cookies, you will need to reset your settings to decline cookies again. For more information about deleting and controlling cookies, visit AboutCookies.org.
6.1 You can manage your account settings in the "Account Settings" page on Relayed. For individuals located in the European Economic Area or the United Kingdom, please also see "Your GDPR and UK GDPR Rights" below in Section 7. Please note that we may not be able to correct or update your personal information previously provided to us by third parties.
6.2 If you receive any promotional email communication from us, you will be given the option to "unsubscribe" from receiving further email communications at any time. Opting out of promotional and marketing material will not preclude us from corresponding with you regarding your existing or past business relationships with us, or from accessing and viewing your personal information in the course of maintaining and improving Relayed.
6.3 You can set your browser to refuse all or some cookies or alert you when cookies are being sent. If you disable or refuse cookies or block the use of other technologies, some parts of Relayed may be inaccessible or not function properly.
If you provide your phone number and opt in, we may send SMS/text messages related to the service, including a one-time verification code when you connect your number, replies to your conversation, and notifications about a request or report you submitted. You may opt out of receiving such messages at any time by replying STOP to any message, or reply HELP for help. Message frequency varies based on your interactions. Message and data rates may apply. Your consent to receive SMS/text messages is not a condition of using Relayed or of receiving services from a Customer Organization. Mobile information collected for SMS is used only to provide the service and is never sold or shared with third parties for marketing, as described in Section 4.
If you are an individual in the European Economic Area or the United Kingdom, then this section applies to you.
Who Is the Data Controller? RealRecruit, LLC is the data controller for personal information we collect directly from customers, potential customers, and visitors to our website. If you submit information through Relayed on behalf of or in connection with a Customer Organization, then we act as a data processor for that Customer Organization, and the Customer Organization is the data controller.
What Are Our Legal Bases for Processing? We rely on our legitimate business interests to provide, manage, protect, and improve Relayed and to enforce our terms; on your consent for marketing communications; and on compliance with legal obligations where we are legally required to process your information. Where we rely on legitimate interests, this includes the commercial interests of RealRecruit, LLC relating to the improvement and development of our business operations and service offerings, and the protection of our business and employees.
Categories of Recipients. See Section 4 (How We Share Information) for the categories of recipients with whom we share personal information.
Data Retention. We will retain your personal information for as long as is necessary for the purposes for which it was collected. The precise period will depend on the reason it was collected and the requirements of applicable laws and legal or regulatory requirements.
Data Transfers. If we transfer personal information outside the European Economic Area or the United Kingdom, we will implement appropriate and suitable safeguards to ensure that such data is protected as required by applicable data protection law. For further information, please contact engineering@relayed.com.
Your GDPR and UK GDPR Rights. Subject to certain circumstances and exemptions, you have the right of access to your personal information; to rectify inaccurate or incomplete information; to erasure in certain circumstances; to restrict our use of your information; to data portability; to object to our use of your information (including for direct marketing); to withdraw consent where we rely on it; and to complain to the relevant data protection authority. For account information, please direct requests to your organization. You can exercise these rights using the contact details in Section 13 (Contact Us).
We employ reasonable physical, electronic, and managerial measures designed to safeguard the information we collect online. However, no company can fully eliminate security risks, so we cannot make guarantees about any part of our services. You are responsible for keeping your username and password secret. Once you have registered with us, we will never ask you for your password. Please create a unique password for Relayed and do not use it for any other web services or applications, and do not share it with anyone else.
Unless your browser settings are configured to make your online activities invisible to usage analytics tools, we do not presently have the capability to omit you from usage analytics to the extent your browser only sends us a "do not track" message. To learn more about browser tracking signals and "Do Not Track," please visit http://allaboutdnt.org. Third parties, other than our vendors (such as our website analytics provider), do not have authorization from us to track which websites you visited prior to and after visiting Relayed. Please note, however, that we cannot control third-party tracking, and there may be some third-party tracking that occurs without our knowledge or consent.
Anyone under 16 years of age is expressly prohibited from using Relayed or providing any personal information. If you become aware that anyone under 16 years of age has provided us with personal information without parental consent, please contact us at engineering@relayed.com. If we become aware that a minor under 16 has provided us with personal information without parental consent, we will remove such information and terminate the account.
Relayed is based in the U.S., and the Company's offices are headquartered in the U.S. Information you provide to Relayed, and that Relayed obtains as a result of your use of Relayed, may be processed and transferred to the U.S. and be subject to U.S. law. The privacy and data protection laws in the U.S. may not be equivalent to such laws in your country of residence. See Section 7 above for more information about Relayed's processing of any data subject to GDPR.
If we make changes to this Privacy and Cookie Policy, we will post the changes here and update the Last Updated date at the top of this Policy.
If you have any questions or suggestions regarding this Privacy and Cookie Policy, please contact us by sending an email to engineering@relayed.com.