Legal
Privacy Policy
- Effective date:
- September 30, 2026
- Last updated:
- September 30, 2026
Lattice AI LLC (“Lattice,” “we,” “us,” or “our”) is operated by LATTICE AI, a Texas, United States LLC (Limited Liability Company)
This Privacy Policy explains how we collect, use, disclose, and otherwise process personal information when you visit lattice-ai.io, create or use a Lattice account, interact with Lattice products and services, contact us, or otherwise use services that link to this Privacy Policy (collectively, the “Services”).
Lattice provides AI-powered business tools, including AI business roles, website chat, business-knowledge management, connected AI experiences, lead and appointment capture, customer relationship management (“CRM”), and related integrations.
1.Our Role in Processing Personal Information
Depending on the circumstances, Lattice may process personal information in different roles.
Information Lattice controls
Lattice generally determines how and why personal information is processed when we collect information directly for our own business purposes, including:
- account registration and administration;
- billing and subscription management;
- communications with customers and prospective customers;
- website operation and analytics;
- security, fraud prevention, and service improvement; and
- marketing communications where permitted by law.
For this information, Lattice generally acts as the data controller or “business,” as those terms are defined under applicable privacy laws.
Information processed for Lattice customers
Businesses using Lattice may use CHATx, TEAMx, CRM, PUBLISHx, or other Lattice functionality to interact with their own customers and website visitors.
Those interactions may contain names, email addresses, phone numbers, messages, appointment information, support requests, purchasing interests, conversation history, and other information.
When Lattice processes this information on behalf of a business customer and according to that customer's instructions, the business customer generally determines the purposes and means of processing and Lattice acts as a processor, service provider, or similar role under applicable privacy law.
If you interacted with a Lattice-powered assistant on another company's website and would like to exercise privacy rights regarding that interaction, you should ordinarily contact that company directly. We will assist our customers with valid privacy requests where required by applicable law and our agreements.
2.Information We Collect
Information you provide directly
We may collect information that you provide to us, including:
- name;
- business email address;
- telephone number;
- company name;
- company website;
- account login and profile information;
- billing and subscription information;
- communications with our sales or support teams;
- information submitted through contact forms;
- product interests;
- support requests; and
- other information you choose to provide.
Customer Content
Customers may submit, import, connect, generate, or store information through the Services (“Customer Content”), including:
- business website content;
- product and service information;
- business policies, hours, FAQs, and other approved business knowledge;
- uploaded or connected documents and information;
- AI Business Memory content;
- product and service catalogs;
- instructions and configurations for AI agents;
- AI prompts and conversation messages;
- lead information;
- customer contact information;
- support requests;
- appointment information;
- conversation histories and summaries;
- sales-pipeline information;
- follow-up tasks; and
- information obtained through supported integrations.
Customers are responsible for ensuring that they have the rights and lawful basis necessary to provide Customer Content to Lattice and to instruct Lattice to process it.
Information imported from websites or connected services
At a customer's direction, Lattice may retrieve information from websites, integrations, or other data sources selected by the customer.
For example, a customer may authorize Lattice to scan or import publicly available content from the customer's website in order to create or update business knowledge used by the Services.
Information collected automatically
When you access the Services, we may automatically receive information such as:
- IP address;
- browser and device information;
- operating system;
- pages viewed and features used;
- date and time of access;
- referring pages;
- approximate geographic information derived from IP address;
- application and server logs;
- authentication and security events; and
- cookie or similar technology identifiers.
3.How We Use Information
We may use personal information to:
- provide, operate, maintain, and administer the Services;
- authenticate users and manage accounts;
- import and organize business information requested by customers;
- generate AI-powered answers, recommendations, summaries, and other responses;
- facilitate leads, customer inquiries, appointments, support requests, and human handoffs;
- maintain CRM records and conversation histories;
- provide alerts, reminders, notifications, and requested communications;
- provide customer service and technical support;
- process subscriptions, payments, and billing;
- monitor performance, troubleshoot problems, and improve reliability;
- detect, investigate, and prevent fraud, abuse, security incidents, and prohibited activity;
- analyze usage and improve the Services;
- communicate about products, features, and services where permitted by law;
- enforce our agreements and policies;
- comply with legal obligations; and
- establish, exercise, or defend legal claims.
We may use aggregated or deidentified information for analytics, product improvement, research, security, and other legitimate business purposes, provided the information is not reasonably capable of identifying an individual.
Customer Content is not used to train generalized AI models for unrelated customers unless the applicable customer has expressly agreed to such use.
4.Artificial Intelligence Processing
Certain Lattice features use artificial intelligence and machine-learning technologies.
To provide these features, portions of Customer Content or user requests may be transmitted to AI model providers, cloud infrastructure providers, embedding providers, or other service providers that assist us in producing responses or operating the Services.
AI-generated responses are generated automatically and may be inaccurate, incomplete, or inappropriate. Customers are responsible for determining when human review is necessary and for configuring their Lattice implementation appropriately.
Lattice does not intend its AI features to make legally binding or high-impact decisions concerning employment, housing, lending, insurance, medical care, education admissions, criminal justice, or similar areas unless expressly agreed by Lattice in writing and implemented in accordance with applicable law.
5.Legal Bases for Processing in the EEA and United Kingdom
Where European Economic Area or United Kingdom data-protection law applies, our legal basis for processing personal information may include:
- Performance of a contract, when processing is necessary to provide the Services you request;
- Legitimate interests, including operating, securing, supporting, and improving our Services and conducting ordinary business activities;
- Consent, where consent is required or where you voluntarily consent to a particular activity; and
- Compliance with legal obligations, where processing is necessary to comply with applicable law.
Where we rely on consent, you may withdraw consent at any time, subject to applicable law.
6.How We Disclose Information
We may disclose personal information to the following categories of recipients.
Service providers
We may use vendors that help us provide hosting, databases, cloud infrastructure, communications, customer support, security, analytics, billing, email, AI model inference, embeddings, and other operational services.
These providers receive information only as reasonably necessary to provide services to us and are subject to contractual restrictions where required.
AI technology providers
Information submitted to AI-powered features may be processed by third-party AI model or infrastructure providers used to operate those features.
We maintain or will maintain information regarding relevant subprocessors and make it available to customers where required by contract or applicable law.
Our business customers
When an individual interacts with a Lattice-powered assistant operated for a business, information from that interaction may be provided to that business, including conversation content, contact information voluntarily provided by the individual, expressed interests, appointment requests, support requests, and related information.
Connected third-party services
If a customer enables or uses integrations such as messaging services, ChatGPT-compatible experiences, Model Context Protocol connections, or other third-party services, information may be transmitted to those services as requested by the customer or user.
Third-party services operate under their own terms and privacy practices.
Legal and safety disclosures
We may disclose information if reasonably necessary to comply with law, regulation, subpoena, court order, or other legal process; protect the rights or safety of Lattice, our customers, users, or others; prevent fraud or abuse; or investigate suspected violations of our agreements.
Corporate transactions
Information may be transferred in connection with a merger, acquisition, financing, reorganization, sale of assets, bankruptcy, or similar business transaction, subject to applicable law.
7.Sale and Targeted Advertising
Lattice does not sell personal information for monetary consideration and does not share personal information for cross-context behavioral advertising.
If our practices change, we will update this Privacy Policy and provide any opt-out mechanisms required by applicable law.
9.Data Retention
We retain personal information for only as long as reasonably necessary for the purposes described in this Privacy Policy, including providing the Services, maintaining business and financial records, resolving disputes, enforcing agreements, complying with legal obligations, and maintaining security.
Customer Content is generally retained while the applicable customer account is active and thereafter for a limited period consistent with our contractual commitments, backup processes, and legal requirements.
Retention periods may vary depending on the type of information and the circumstances of processing. Unless requested by our customer, all data is deleted within 30 days of a customer account in inactive state.
10.Information Security
We use reasonable administrative, organizational, technical, and physical safeguards designed to protect personal information against unauthorized access, destruction, loss, alteration, or disclosure.
However, no online service, network transmission, or storage system can be guaranteed to be completely secure.
Customers are responsible for protecting their account credentials, configuring appropriate user permissions, and promptly notifying us of suspected unauthorized access.
11.International Data Transfers
Lattice and its service providers may process information in the United States and other countries.
Where personal information is transferred from the EEA, United Kingdom, Switzerland, or another jurisdiction that restricts international transfers, we will use an appropriate legal mechanism where required, which may include adequacy decisions, approved contractual clauses, or another legally recognized transfer mechanism.
12.Your Privacy Rights
Depending on where you live and subject to applicable law, you may have rights regarding your personal information, including rights to:
- confirm whether we process your information;
- access personal information;
- correct inaccurate information;
- delete personal information;
- obtain a portable copy of certain information;
- restrict or object to certain processing;
- withdraw consent;
- opt out of certain sales, targeted advertising, sharing, or profiling where applicable; and
- appeal certain decisions concerning a privacy request.
We will not unlawfully discriminate against you because you exercise a privacy right.
To submit a privacy request, contact:
Email: support@lattice-ai.io
We may need to verify your identity before completing certain requests.
If Lattice is processing your information solely on behalf of one of our business customers, we may direct your request to that business or assist that business in responding.
Appeals
Where applicable law provides a right to appeal our decision regarding a privacy request, you may submit an appeal by emailing support@lattice-ai.io with “Privacy Appeal” in the subject line.
13.California Privacy Information
If the California Consumer Privacy Act, as amended, applies to Lattice's processing of your personal information, California residents may have rights including access, deletion, correction, portability, opting out of the sale or sharing of personal information, limiting certain uses of sensitive personal information, and freedom from unlawful discrimination for exercising privacy rights.
Lattice does not currently sell personal information or share personal information for cross-context behavioral advertising.
We will honor legally recognized browser-based opt-out signals, including Global Privacy Control, where required by applicable law.
14.Children
The Lattice Services are intended for businesses and professional users and are not directed to children under 13.
We do not knowingly collect personal information directly from children under 13 for our own purposes.
Customers may not knowingly use the Services to collect or process children's personal information unless they have all parental consent, notices, contractual protections, and other authorization required by applicable law.
If you believe personal information from a child has been submitted improperly, please contact us.
15.Sensitive Personal Information
Unless Lattice expressly agrees otherwise in writing, customers should not submit or intentionally collect through the Services:
- Social Security numbers or equivalent government identifiers;
- account passwords belonging to third-party services;
- full payment-card numbers or card security codes;
- protected health information subject to HIPAA;
- biometric identifiers used for unique identification; or
- other highly sensitive information that is unnecessary for the intended business interaction.
Customers are responsible for configuring their AI assistants, forms, prompts, and integrations to avoid unnecessary collection of sensitive information.
16.Third-Party Websites and Services
The Services may contain links to or integrations with third-party services such as messaging platforms, AI platforms, scheduling tools, payment processors, or other websites.
Lattice does not control the privacy practices of independent third parties. You should review their privacy policies before providing personal information to them.
17.Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our Services, technology, legal obligations, or business practices.
When we make material changes, we will provide notice where required by applicable law and update the “Last Updated” date above.
18.Contact Us
Questions or requests concerning this Privacy Policy may be sent to:
If you are located in a jurisdiction that gives you the right to lodge a complaint with a data-protection authority, you may also contact the supervisory authority applicable to your location.