Privacy Policy

Effective date: June 1, 2026

This Privacy Policy describes how Chris Castle, Inc ("we", "us", or "our") collects, uses, and protects information when you use TicketReel ("Service").

1. Information We Collect

When you connect TicketReel to your Intercom workspace, we collect:

• Workspace information: your Intercom workspace ID, workspace name, and OAuth access token
• Admin information: the name and email address of the Intercom admin who authorized the integration
• Conversation data: ticket titles, agent replies, and internal notes from conversations where a video generation is triggered
• Usage data: number of videos generated, job statuses, and error logs

2. How We Use Your Information

• To authenticate your workspace and make API calls on your behalf
• To generate video scripts using OpenAI's GPT-4o API
• To render avatar videos using HeyGen's API
• To transcribe and caption videos using OpenAI's Whisper API
• To post resolution video links back to your Intercom conversations
• To display usage statistics in your dashboard

We do not use your conversation data to train AI models, serve advertising, or for any purpose unrelated to the Service.

3. Third-Party Services

TicketReel sends data to the following third parties to operate the Service:

• OpenAI: conversation text is sent to generate scripts and transcriptions. See OpenAI's Privacy Policy.
• HeyGen: scripts are sent to render presenter videos. See HeyGen's Privacy Policy.
• Intercom: we access and write to your workspace via their API. See Intercom's Privacy Policy.

4. Data Storage and Security

Your workspace credentials and generated videos are stored on servers located in the United States. We use industry-standard security practices including encrypted connections (HTTPS) and hashed video URLs to prevent unauthorized access.

Generated video files are stored with randomized URLs and are not publicly indexed. Access is limited to users with the direct URL.

5. Data Retention

We retain your workspace data and generated videos for as long as your subscription is active. Upon disconnecting TicketReel or cancelling your subscription, your data is retained for 30 days and then permanently deleted upon request.

6. Your Rights

You may request access to, correction of, or deletion of your data at any time by emailing [email protected]. You can also disconnect TicketReel from your Intercom workspace at any time via Intercom's app settings.

7. Children's Privacy

The Service is not directed to individuals under 18. We do not knowingly collect personal information from minors.

8. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or in-app notice. Continued use of the Service after changes constitutes acceptance.

9. Contact

Questions about this Privacy Policy? Email us at [email protected].