Privacy

This page explains what data CX Wala and Polyglyph Analytica have, and where it goes.

Last updated 2 October 2026.

What stays on your computer

Your cases, your customers' messages and the files that came with them, your drafts, your knowledge base and your settings are kept in your CX Wala folder. The dashboard is served by your own computer to your own computer. None of it is uploaded to us.

What leaves your computer

• A licence check-in, at most once a day. It sends your licence ID, an installation ID and the version you run to CX Wala's licence server. The server uses them to tell whether your copy is licensed, and which version you're entitled to. Nothing about your customers is in it.
• Update downloads, from the same server, when a new version is ready.
• Your mailbox. CX Wala connects to the support mailbox you add, at your own mail provider, over an encrypted connection, and reads new messages. It never sends anything to it. Your mailbox password or token is kept on your computer, in a store your operating system protects where it can.
• Your own Claude. When you ask CX Wala's agents to sort, draft or check, they read the case, including what your customer wrote, in your own Claude session. That happens under your Claude account and Anthropic's terms. It never passes through us.
• Your phone, if you pair one. A paired phone reaches your dashboard through our relay server. The connection is encrypted end to end, between your phone and your computer. It's checked by six digits that both screens show. So the relay passes it on without being able to read it, and keeps none of it.
• Notifications, if you turn them on. You choose them on the dashboard's Notifications page, which every Polyglyph product on your computer shares. A push notification goes from your computer to your browser's push service, which is run by the company that makes your browser. It passes it on to the dashboard, or the paired phone, you turned notifications on for. Each one is encrypted for that device, so the push service can't read it. It names a case by its number, never by what the customer wrote.
• Notification emails, if you choose email for a topic. Your computer asks our licence server to send one short email to the address on your licence. It says which product and which topic need you, such as "Something needs you in CX Wala (approvals)". It also says how many things are waiting. It never has case details. You see those when you open CX Wala. Our server sends it through ZeptoMail, our email service.

Your customers' data

Your customers' messages are yours to look after. We never receive them. You are responsible for them under the data protection law that applies to you, as you would be with any support tool.

What we hold

When you buy, Paddle (our merchant of record) takes the payment and tells us your name, email address, country and the order. We keep that to deliver and look after your licence. That covers the licence file, the purchase email, the update notices that go to every licence holder, the notification emails you choose, refunds and the seat. For notification emails we keep a count of how many we sent for your licence each day, so we can stop at ten. If you use the link in one to stop a topic, we keep that choice. We keep nothing else about them.

We send marketing email only if you said yes to it, anywhere, for any of our products. Saying yes means you agree to hear from Polyglyph Analytica about any of its products and apps, not only CX Wala. It's one preference across all of them. Every marketing email has a one-click way to say no. Using it, or writing to us, stops marketing email from all of them. Update notices are part of the licence and aren't marketing.

Polyglyph Analytica keeps one customer list across all its apps. Paddle, our payment provider and merchant of record, holds it. Paddle also holds the record of what each person chose about marketing.

This website

This site uses analytics cookies only if you say yes. If you press "Allow analytics" on the cookie notice, Google Analytics records which of our pages you visit. It also records the steps you take towards buying:

• seeing the prices;
• opening the checkout;
• completing a purchase;
• starting a trial or a demo.

This is recorded without your name or email. We use it to learn which pages help. Nothing is used for advertising. If you don't say yes, no analytics runs at all.

Apart from analytics, the site keeps two things in your own browser. One is whether you chose light or dark. The other is your answer to the cookie notice. Neither is sent anywhere. To answer again, use "Cookie settings" at the bottom of every page.

To show the price in your currency, the page asks our licence server. The server asks Paddle what it will charge you, and tells Paddle which country your request comes from. If the country isn't known, it passes on your IP address instead, so Paddle can work it out. We don't store your IP address for this.

If you open the price link we email to customers, your browser also keeps a cookie on this site for 30 days. It lets the site show your price as a returning customer. It's sent only to our licence server on this site.

How long we keep it

We keep licence and purchase records for as long as the licence exists, and then for as long as tax law requires. For the daily check-in, we keep only the latest one for each installation. We keep your marketing consent until you withdraw it.

Your rights

Write to hello@polyglyphanalytica.com if you want to:

• ask for a copy of what we hold about you;
• have it corrected or deleted;
• object to its use;
• withdraw a consent.

If you're unhappy with how we handle it, you can complain to the Information Commissioner's Office (ico.org.uk) or your own data protection authority.

Changes

If this policy changes, the date at the top changes with it.

Who you are dealing with

CX Wala is made and sold by Polyglyph Analytica Ltd.
Polyglyph Analytica Ltd. Registered in England and Wales, company number 17495579.
polyglyphanalytica.com
hello@polyglyphanalytica.com

Payments are taken by Paddle, our merchant of record. The charge on your statement is from Paddle, and Paddle's own terms apply to the payment itself.