Trust & security
What is in place, what is in progress, and what we are not going to pretend about.
BlendDesk is an early company. A page of badges would be the easiest thing on this site to fake and the easiest thing for your security reviewer to catch. So this is a status list instead: every item says where it actually stands, and the ones that are not ready say so.
At a glance
The status list
If you are filling in a vendor questionnaire, start here and then read the detail below. Anything you need that is not on this list, ask and we will answer it in writing rather than guess on a web page.
“In progress” means we are writing it and will tell you what it will say. It never means it exists.
| Item | Status | Where it stands |
|---|---|---|
| Data processing agreement | In progress | A DPA is being prepared with counsel. Ask for it and we will send the current draft with the sub-processor schedule attached. |
| Sub-processor list | In progress | The website's providers are listed below and are accurate today. The product's schedule ships with the DPA, because it depends on which AI provider and hosting region your installation uses. |
| Data residency | In progress | We will tell you which region your workspace and your AI provider would run in before you sign. There is no published residency menu, and we are not going to invent one. |
| Retention | In progress | Configurable retention is not shipped. Deletion on request is honoured today, through the data deletion page. |
| Consent records | In progress | Opt-in is recorded today as a tag or custom field on the contact. A purpose-built consent register with timestamp and source is not shipped. |
| Breach notification | In progress | The commitment goes in the DPA: notice without undue delay and in any case within 72 hours of us becoming aware, with what we know at the time. |
| Human escalation from automation | In place | Required by Meta's policy and built into the product: guardrails that hand off, approvals that stop an action, and Scout standing down the moment a person replies. |
| Approval and audit record | In place | Every AI run leaves a trace, and every state-changing action leaves an approval record with a reviewer and a status. |
| Encryption in transit | In place | The site and the application are served over TLS, and custom tools may only call HTTPS endpoints. |
| SOC 2, ISO 27001 or any other certification | Not yet | We hold none. There is no auditor's report, so there is no badge on this site. When there is one, this row will name the auditor and the report date. |
| Independent penetration test | Not yet | Not commissioned. We will say so in a questionnaire rather than describe internal testing as if it were an external review. |
| Personal data masking before the AI provider | Not yet | Customer message text is sent to the configured AI provider as written. Redaction before it leaves is not built. If that is a blocker for you, it is a blocker today and we will say so. |
The agreement
The data processing agreement
Under it, you are the controller of your customers' data and BlendDesk is the processor: we handle it on your documented instructions, for the purpose of running the service, and for nothing else. The draft is available now; ask and we will send it with the sub-processor schedule.
What it will commit us to
- Processing only on your instructions
- No secondary use. Your conversations are not training data for a model we sell to someone else.
- Confidentiality on everyone with access
- Bound in writing, and access limited to the people who need it to run the service.
- Sub-processors named and notified
- A current schedule, and notice before a new sub-processor is added so you have time to object.
- Assistance with data subject requests
- Access, correction, export and deletion, within the timeframes the applicable law gives you.
- Deletion or return at the end
- On termination, your data is deleted or returned, at your choice.
- Breach notice in writing
- Without undue delay and in any case within 72 hours of us becoming aware, with what is known at that point rather than a polished account weeks later.
Sub-processors
Who else touches the data
Two lists, because they are genuinely different and merging them would be misleading. The first is this marketing website, which you can verify by reading the site's own privacy policy. The second is the product, which depends on how your installation is configured.
This website
What the marketing site uses today, and the conditions under which each one runs.
| Provider | Purpose | When it runs |
|---|---|---|
| Hosting provider | Serves the site and keeps technical logs | Always |
| Cloudflare Turnstile | Tells people from bots on the contact and demo forms | Only when a site key is configured |
| Resend | Delivers the notification email for a form submission | Only when email notification is configured |
| Plausible or Google Analytics | Aggregate usage statistics | Only after you accept the banner. Events never contain what you typed into a form. |
The product
Named in the DPA schedule rather than here, because two of them are choices made per installation and printing a provisional answer would be worse than printing none.
- Application hosting
- The region and provider your workspace runs in. Named before you sign.
- The AI provider
- Scout runs on an AI provider configured for your installation. Which one, and where it processes, is part of that configuration and part of the schedule.
- Meta
- WhatsApp, Instagram and Messenger run through your own Meta accounts under Meta's terms. Meta is your processor for those channels as much as ours.
- Email providers
- Whatever you connect: Gmail, Microsoft or your own IMAP server. We do not interpose a mail service of ours.
Residency
Where the data sits
The honest answer is that this is a conversation, not a dropdown. Two things decide it: the region your workspace is hosted in, and the AI provider configured for your installation, which may process in a different place entirely.
What we will not say
That your data “stays in your region”. Until the hosting region and the AI provider are both pinned for your installation, that sentence is marketing rather than a fact, and it is exactly the sentence that gets vendors into trouble.
- We will tell you both, before you sign
- In writing, naming the region and the provider. If the answer does not work for your regulator, you will know during evaluation rather than after.
- The AI provider is the part people miss
- A workspace hosted in one region whose model calls go somewhere else is a residency story with a hole in it. We will not describe it as a single region when it is two.
- No adequacy claim
- We are not going to tell you that a given transfer is covered by an adequacy decision or a standard-clauses arrangement. That is your counsel's call on your facts, and the DPA gives them what they need to make it.
Retention
How long things are kept
Configurable retention periods are not shipped, and we are not going to publish a number that the product does not enforce.
- Conversations
- Kept while your workspace is active, because the inbox is the record. Deleted on request and on termination.
- Run traces and approvals
- Kept with the conversation. They are the audit trail; deleting them would remove the evidence of what the AI did.
- Deletion on request
- Honoured today. The data deletion page explains how to ask and what happens next.
- This website's form submissions
- Kept while we need them to answer you and for our business records, then deleted. Technical logs follow each provider's own settings.
Consent
Opt-in, and the record of it
WhatsApp is an opt-in channel. Meta requires you to have the customer's permission before you message them, and the obligation sits with you as the sender. Here is what the product does and does not do about proving it.
What exists today
- Opt-in recorded as a tag or a custom field on the contact, visible in the inbox and filterable.
- A full conversation history, which in practice is the strongest evidence of a customer initiating contact.
- On this website, a consent banner for analytics that defaults to off and stores one key in your browser.
What does not exist yet
- A purpose-built consent register with a timestamp, a source and an export.
- Automatic suppression of a contact across every channel when they opt out of one.
Both are in progress. Until they ship, teams running marketing templates at volume should keep the authoritative opt-in record in the system where they collected it.
Policy
A path to a human is not a feature. Meta requires it.
The WhatsApp Business Messaging Policy requires businesses using automation to offer customers a way to reach a person. That requirement is one of the reasons the governance surfaces exist, and it is why none of them can be switched off entirely.
WhatsApp Business Messaging Policy, updated 23 September 2026
Guardrails that hand off
Block and hand off, or escalate, as the configured action on a rule. The conversation goes to your team with the thread intact.
Scout stands down when a person replies
As soon as an agent replies or is assigned, Scout stops answering that conversation. No duelling responders.
No silent autonomy on anything that changes
State-changing tools become approval requests. A person is in the loop by construction, not by policy.
Handover is recorded
Why Scout stopped is in the run's activity: no relevant knowledge, a guardrail, a tool that needs a person, or an explicit request for a human.
This website
What this page you are reading does
Stated separately from the product, because conflating the two is how vendors end up describing a marketing site's security posture as if it were the application's.
- No advertising cookies
- None, anywhere on the site. Analytics is off until you accept it, and it stores one key recording your answer.
- Form data is minimised
- What you type is used to answer you. Analytics events never carry form values, and your IP is used in hashed form to rate-limit, then dropped.
- Fonts and scripts are served from here
- No third-party font CDN watching who reads the site.
- Outbound webhooks are signed
- When a form submission is forwarded to a webhook, it is HTTPS only, signed with HMAC-SHA256, time-limited and does not follow redirects.
Send us the questionnaire.
We would rather answer a hundred questions in writing than publish a badge we cannot stand behind. If an answer is “not yet”, you will get “not yet” — which is the only reason to believe the ones that are not.