1. Purpose of the Extension
Tissent is a Google Chrome browser extension designed to help support agents process customer requests in CRM/helpdesk systems.
The main function of the extension is to analyze the text of an open ticket, select suitable pre-prepared response templates, and help the agent quickly insert them into the reply editor.
The extension also provides a side panel with work tools: template search, a list of matched triggers, notes, links, a task tracker, and text processing tools.

2. What Data the Extension May Process
Depending on the settings and usage scenario, the extension may process the following categories of data:

2.1. Data from the Open CRM/Helpdesk Page
The extension may read the text of an open ticket or customer request on the CRM/helpdesk system page in order to determine which response templates match the current request.

Such data may include:

• the text of the customer request;
• the text of the conversation in the ticket;
• visible page text needed to search for keywords and triggers;
• the address of the current page, in order to determine when the user has moved to another ticket.

This data is used only for the core function of the extension: ticket analysis, template selection, and reply insertion.

2.2. Extension User Data
For authorization and synchronization of the team template database, the extension may process:

• the user’s email address;
• the user identifier in the authorization system;
• Firebase authorization tokens;
• the user’s role, for example admin or viewer;
• the user’s activity status.

This data is needed to restrict access to the team template database and determine the user’s permissions.

2.3. Template and Settings Data
The extension may store and synchronize:

• response templates;
• folders and template structure;
• triggers and keywords;
• extension settings;
• user notes;
• links added by the user;
• template usage statistics;
• synchronization status;
• technical logs, if logging is enabled.

This data is used for the operation of the extension and to save user settings between sessions.

2.4. Clipboard Data
The extension may use the clipboard to insert the selected response template into complex text editors in CRM/helpdesk systems.
The clipboard is used only to perform an action requested by the user, for example when selecting a template for insertion. The extension does not use the clipboard to secretly collect personal information.

3. What the Data Is Used For
The processed data is used for the following purposes:

• analyzing the text of the open ticket;
• selecting relevant response templates;
• inserting the selected template into the reply editor;
• displaying templates, folders, and triggers in the side panel;
• synchronizing the team template database;
• authorizing users;
• separating access permissions;
• saving user settings;
• operating notes, links, and the task tracker;
• diagnosing errors and improving extension stability.

The extension does not use data for advertising, data sales, user profiling, or transfer to third parties for marketing purposes.

4. Where Data Is Stored

4.1. Local Browser Storage
Some data is stored locally in the user’s browser using chrome.storage.local.
Such data may include:

• a local template cache;
• extension settings;
• notes;
• links;
• synchronization status;
• authorization session data;
• technical logs, if logging is enabled.

Local storage is necessary so the extension can work quickly with templates and settings without reloading data every time a page is opened.

4.2. Firebase
For authorization and synchronization of the team template database, the extension uses Firebase services, including Firebase Authentication and Firestore.
Firebase may store:

• authorization account data;
• the user’s email address;
• the user’s role and status;
• the team template database;
• the template database version;
• personal template graph data, if this function is used.

Access to data is restricted by security rules and user roles.

5. Transfer of Data to Third Parties
The extension does not sell or transfer user data to third parties for advertising or marketing purposes.
The extension may use external services that are necessary for its functions:

• Firebase — for authorization, storage, and synchronization of template data;
• Google Translate API or another translation service — if the automatic ticket translation function is enabled;
• Gemini API — if the user uses AI tools for text processing.

Data is transferred to such services only to perform the corresponding functions of the extension.
For example, if automatic translation is enabled, the ticket text may be sent to a translation service to detect and translate the language. If the user uses an AI tool, the entered or selected text may be sent to an AI service for processing.

6. Remote Code
The extension does not load or execute remote JavaScript code.
All executable logic of the extension is included in the installed extension package. External requests are used only for authorization, data synchronization, text translation, AI text processing, and update checks, but not to load executable code.

7. Access to Websites
The extension requests access to CRM/helpdesk system pages in order to perform its main purpose:

• analyze the text of the open ticket;
• detect transitions between tickets;
• show suitable templates;
• insert the selected template into the reply editor.

The extension is not intended to collect data from all websites visited by the user. Page access is used only for the operation of the extension’s functions in supported work systems.

8. Data Security
The following measures are used to protect data:

• user authorization through Firebase Authentication;
• role-based access control;
• data storage in the browser’s local storage and in Firebase;
• restricting access to team data to active users only;
• limiting editing rights for the team database to administrators;
• using Firestore security rules;
• removing service callback functions before saving the template graph.

Despite the measures taken, no method of storing or transmitting data over the internet can be absolutely secure. The user should take this into account when working with confidential information.

9. Data Retention and Deletion
Data is stored for as long as necessary for the operation of the extension and the performance of its functions.
The user or administrator may delete part of the data in the following ways:

• remove the extension from the browser;
• clear local browser data;
• sign out of the account in the extension;
• delete or modify templates, notes, links, and settings;
• contact the extension owner to delete data associated with the account.

To request data deletion, contact: artmenist@gmail.com

10. User Rights
The user may request:

• information about data associated with their account;
• correction of inaccurate data;
• deletion of data, where applicable;
• deactivation or deletion of their account;
• an explanation of how their data is used.

For such requests, contact: artmenist@gmail.com

11. Children’s Data
The extension is not intended for use by children and is not directed toward collecting data from minors.

12. Changes to this Privacy Policy
This Privacy Policy may be updated when the extension’s functions, the services used, or legal requirements change.
The current version of the Privacy Policy is published at: https://ajoldasbayev.tilda.ws/privacy_policy

13. Contacts
For questions related to privacy and data processing in the Tissent extension, contact:
artmenist@gmail.com