LiveAsk Privacy Policy

Effective date: 21 August 2026

LiveAsk respects the privacy of people who visit our website, use LiveAsk, or contact us about our services.

This Privacy Policy explains how information may be collected, used, stored and disclosed when you interact with the LiveAsk website and LiveAsk.

1. About LiveAsk

LiveAsk is an AI-powered website interaction and enquiry system.

LiveAsk uses artificial intelligence to answer visitor questions and may assist visitors to identify an appropriate next step and, where configured, provide enquiry or contact information.

2. Information we may collect

Depending on how you use the website or LiveAsk, information we receive may include:

• information you type into a LiveAsk conversation;
• your name;
• phone number;
• email address;
• business or organisation name, where you choose to mention it in

conversation;

• the nature of your enquiry or service interest;
• contact preferences or requested contact times;
• information required to verify a phone number by SMS;
• technical or session information required to operate and secure the

service; and

• information you otherwise choose to provide to LiveAsk.

Please do not provide sensitive personal information through LiveAsk unless it is genuinely necessary for your enquiry.

3. LiveAsk conversations

LiveAsk uses AI to respond to questions.

Conversation content is processed by LiveAsk systems and may be transmitted to third-party technology providers required to provide the service, including Anthropic, our current AI model/API provider.

LiveAsk conversation records may be retained where reasonably required for service delivery, enquiry and customer history, quality assurance, troubleshooting, security, reporting, analytics and service improvement.

When a conversation becomes a business enquiry or lead, information supplied by the visitor and the conversation transcript may also be included in a lead-notification email so the enquiry can be understood and followed up.

4. AI processing

Information entered into LiveAsk may be sent to Anthropic, our current AI model/API provider, in order to generate a response.

Conversation history may be supplied to Anthropic during a session where required to maintain conversational context. If LiveAsk changes AI providers, this policy will be updated to reflect the provider then in use.

AI-generated responses can be imperfect. Visitors should not rely on LiveAsk as a substitute for professional, legal, financial, medical or other specialist advice.

5. Phone verification and contact

Where LiveAsk asks a visitor to verify a phone number, the phone number may be sent to our SMS/verification service provider, currently Twilio, for verification.

The verification process is used to reduce false or mistyped contact details and improve the integrity of enquiries.

If you voluntarily provide a phone number as part of an enquiry or request for contact, LiveAsk may use that number to verify the contact information and to facilitate the contact you requested. LiveAsk does not currently use phone numbers collected through LiveAsk for unrelated SMS or telephone marketing.

6. Email and enquiry handling

When a visitor asks to be contacted or otherwise becomes a lead, relevant information may be sent using our email service provider, currently Resend.

At present, a lead notification may include the visitor's contact details and the full LiveAsk conversation transcript.

Information received through an enquiry may subsequently be retained as a business record where reasonably required to respond to the enquiry, manage a customer relationship, resolve a dispute, maintain appropriate records or meet legal obligations.

7. Service providers

LiveAsk uses third-party infrastructure and technology providers to operate its services. Depending on the interaction, information may be processed by providers including:

• Cloudflare — website, application and storage infrastructure;
• Anthropic — current AI model/API provider used by LiveAsk to

generate conversational responses;

• Twilio — phone/SMS verification;
• Resend — transmission of enquiry and lead notification emails; and
• Google Fonts — loads typefaces used on the website. As with any

font request of this kind, your device's IP address is sent to Google's servers as part of loading the page; LiveAsk does not otherwise share information with Google through this feature.

Those providers operate their own systems and privacy practices. LiveAsk seeks to use reputable providers appropriate to the services being supplied.

8. Cookies and browser tracking

At the effective date of this policy, the LiveAsk website does not use conventional advertising or analytics cookies, browser localStorage/sessionStorage, advertising pixels, or comparable visitor-tracking technologies.

The website does load fonts from Google Fonts (see Section 7), which involves a standard third-party server request but is not a tracking or advertising cookie. Our infrastructure provider, Cloudflare, may also automatically issue a short-lived security-verification cookie to visitors whose traffic its automated protection flags as suspicious; this is a security mechanism, not tracking or advertising, and is not something ordinary visitors would encounter.

If that changes, this Privacy Policy and any required visitor notices or consent mechanisms will be updated accordingly.

9. Why we use information

We may use information to:

• operate LiveAsk and answer visitor questions;
• respond to enquiries;
• verify contact information;
• arrange requested contact;
• provide and improve LiveAsk services;
• troubleshoot and investigate technical problems;
• assess service quality and conversation performance;
• understand recurring visitor questions and needs;
• maintain security and platform integrity;
• manage customer and business relationships; and
• comply with applicable legal obligations.

10. Conversation history, analytics and retention

LiveAsk considers conversation history valuable for purposes including customer and enquiry history, service quality, reporting, troubleshooting, analytics, security and service improvement.

LiveAsk conversation records may be retained where reasonably required for those purposes.

LiveAsk periodically reviews its data-management and retention practices as the service develops. We do not intend to retain identifiable personal information for longer than reasonably required for the purposes for which it is held, or as otherwise required or permitted by law.

Where information can appropriately be aggregated or de-identified for longer-term analytics and service improvement, it may be handled separately from identifiable conversation records.

11. Access, correction and deletion requests

You may contact LiveAsk if you want to ask about personal information we hold about you, request correction of inaccurate information, or request deletion of information where appropriate.

LiveAsk may need enough information to identify the relevant record and verify that a request relates to the person making it.

A request to delete a conversation does not necessarily require deletion of a minimal administrative record showing that the privacy request itself was received and handled where keeping such a record is reasonably required.

12. Security

LiveAsk takes reasonable steps to protect information within the systems it operates. No internet service can guarantee absolute security.

If LiveAsk becomes aware of a material privacy or security issue, it will assess and respond to it according to applicable obligations and the circumstances.

13. Overseas processing

Some technology providers used to operate LiveAsk may process or store information outside Australia.

The precise locations and provider arrangements can change over time.

14. Third-party websites

The LiveAsk website may link to third-party websites and services. LiveAsk does not control the privacy practices of those third parties.

15. Changes to this policy

LiveAsk may update this Privacy Policy as its data architecture, service providers, legal requirements or business operations evolve.

The effective date at the top of the policy indicates the current published version.

16. Contact

For privacy questions, access or correction requests, or deletion requests, contact LiveAsk using the contact details published on the LiveAsk website.