KnowledgeCRM Privacy Policy

This Privacy Policy explains how Knowledge Online ("Knowledge Online", "we", "our") collects, uses, stores and shares information when authorized users use KnowledgeCRM, our customer relationship, telecalling, marketing and connected-channel operations platform.

1. Information we process

Depending on the features enabled by an organization, KnowledgeCRM may process:

• Account information such as name, email address, role and organization permissions.
• Customer and CRM information such as names, phone numbers, application numbers, lead status, notes, conversations, follow-ups and sales activity.
• Telephony and operational records such as call metadata, connection status, talk time and related workflow records.
• Marketing and social data obtained from connected providers after an authorized user grants access.
• Technical information required to operate and secure the service, such as timestamps, connector status, audit events and application logs.

2. Google API data

When an authorized user connects a Google account, KnowledgeCRM may request Google OAuth permissions for the specific features that user enables. Depending on the permissions granted, this can include basic Google account identity information and data from services such as YouTube and Google Ads.

Examples of Google data that may be accessed include:

• YouTube channel identifiers, channel metadata, video metadata, playlists, comments and live-chat information.
• YouTube Analytics information such as views, watch-time and, when separately authorized, monetary analytics.
• Google Ads customer/account identifiers, campaign/reporting information and lead-form related data available to the authorized account.

We use this Google data only to provide the CRM functionality requested by the authorized user—for example, showing connected channels, managing authorized YouTube operations, synchronizing comments and live chat, reporting analytics, and enabling approved Google Ads workflows.

KnowledgeCRM's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

3. OAuth credentials and connected accounts

KnowledgeCRM uses official OAuth authorization flows where supported. We do not ask users to provide their Google account password. OAuth access and refresh credentials used for enabled integrations are stored securely and are used only to maintain the authorized connection and provide requested features.

4. How we use information

• To provide CRM, sales, support, scheduling, marketing, reporting and connected-account functionality.
• To synchronize data that an authorized user has asked KnowledgeCRM to access.
• To maintain security, permissions, audit logs and service reliability.
• To investigate errors, prevent abuse and support users.

5. Sharing and sale of data

We do not sell Google user data. We do not use Google user data to build advertising profiles unrelated to the user-requested KnowledgeCRM functionality. Information may be processed by infrastructure or service providers that help us operate KnowledgeCRM, subject to appropriate access controls and only as needed to provide the service or comply with law.

6. Data retention

We retain business and connected-account information for as long as needed to provide KnowledgeCRM, meet legitimate operational or legal requirements, maintain audit integrity, or until the relevant organization requests deletion where deletion is applicable. Connector credentials are no longer used after the related connection is disconnected or authorization is revoked.

7. User choices, revocation and deletion

Authorized administrators can disconnect supported integrations in KnowledgeCRM. Google users may also revoke KnowledgeCRM's access from their Google Account permissions. Organizations or users may request access, correction or deletion of applicable personal information by contacting us.

8. Security

We use role-based access controls, authenticated application access, encrypted handling of connector secrets, audit logging and other technical and organizational safeguards designed to protect information from unauthorized access or misuse.

9. Children

KnowledgeCRM is a business operations application for authorized staff and organizational users. It is not designed as a consumer service for children.

10. Changes to this policy

We may update this Privacy Policy as KnowledgeCRM features, legal requirements or data practices change. The effective date shown above will be updated when material changes are published.

11. Contact

For privacy questions, data requests or connected-account concerns, contact Knowledge Online at admin@knowledgeonline.org.