What data the Dixa Messenger SDKs send
This page lists what the Dixa Messenger SDKs for iOS and Android send to Dixa. Use it to fill in your app's privacy details on the App Store and the Data safety form on Google Play.
Last checked for iOS SDK 2.3.0 and Android SDK 2.3.0. This is guidance: you're responsible for your app's privacy answers.
Where the data goes
The SDKs send data to Dixa only. One exception: on Android, if your help centre runs on Elevio, help-centre searches go to Elevio, a Dixa sub-processor. Dixa processes the data on your behalf, under our Data Processing Agreement. Dixa also uses the client details to improve the SDKs, for example to decide which OS versions we support, as allowed by our Terms of Service. All data is encrypted in transit.
The SDKs don't combine this data with other companies' data for advertising, and don't share it with data brokers.
If someone asks you to delete their data, you can anonymise it through the Dixa API, or ask Dixa Support to do it.
What the SDKs send
| Data | When |
|---|---|
| Name and email address | When your app passes them to the SDK, or when the person types them in the chat's form |
| User verification token | When your app verifies the person. It contains whatever user details you put in it |
| Chat messages, form answers and satisfaction ratings | When the person uses the chat |
| Images and files (PDF, text) | When the person attaches them in the chat |
| Help-centre searches | When the person searches the help-centre articles |
| Push token | Only if your app uses Dixa push notifications. Apple's token on iOS, Firebase's on Android |
| Client details (see below) | Each time the chat connects |
| IP address | Each time the chat connects. Dixa keeps it in its connection logs, for troubleshooting, and shows it to your agents in the conversation details |
Client details
From version 2.3.0, each time the chat connects, the SDK sends these details about your app and the phone's operating system:
| Detail | Example |
|---|---|
| Dixa SDK and version | Dixa iOS SDK 2.3.0, Dixa Android SDK 2.3.0 |
| The phone's OS version | iOS 18.1, Android API level 34 |
| Your app's ID | com.example.shop |
| Your app's version | 4.2.0 |
| The lowest OS version your app supports | iOS 15.0, Android API level 24 |
| The platform SDK your app is built with | iOS SDK 18.1; Android target SDK 35 and compile SDK 35 |
No direct identifiers: client details contain no name, email address or other direct identifier.
Dixa uses them to show your agents which app version a person is on, to help with troubleshooting, to tell customers about issues that affect their SDK version, and to decide which OS versions we support.
Stored on the phone
The SDK keeps some data on the phone, in storage only your app can read:
| Data | Why |
|---|---|
| Session token | Keeps the person's chat session, so they see their earlier conversations |
| Push token | Sends the person notifications about replies |
| Verification token | Keeps a verified person signed in to the chat |
| Name and email, if given | So the person doesn't have to type them again |
| Unread message count | Shows how many replies the person hasn't read |
| Chat settings | Shows the chat with your messenger's settings |
iOS: App Store privacy details
From version 2.3.0 the SDK includes Apple's privacy manifest (PrivacyInfo.xcprivacy). When you archive your app, Xcode adds our entries to its privacy report (Organizer → right-click the archive → Generate Privacy Report). Use the table below for your App Store privacy details.
| Apple data type | Linked to the person | Used for tracking | Purpose |
|---|---|---|---|
| Name | Yes | No | App functionality |
| Email address | Yes | No | App functionality |
| User ID | Yes | No | App functionality |
| Customer support (chat messages) | Yes | No | App functionality |
| Photos or videos | Yes | No | App functionality |
| Other user content (files) | Yes | No | App functionality |
| Search history | Yes | No | App functionality |
| Device ID (push token) | Yes | No | App functionality |
| Other diagnostic data (client details) | Yes | No | App functionality, Analytics |
The SDK uses UserDefaults to store its data on the phone, with Apple's reason CA92.1.
Android: Google Play Data safety
Google Play has no manifest for SDKs, so use this table for the SDK's part of your Data safety form. Every row is "collected", because the SDK sends it off the phone.
| Google category → data type | Required or optional | Processed ephemerally | Shared | Purpose |
|---|---|---|---|---|
| Personal info → Name, Email address | Required if your app passes them; optional if people type them | No | No | App functionality |
| Personal info → User IDs | Required if your app verifies people | No | No | App functionality |
| Messages → Other in-app messages | Optional if people can use your app without the chat | No | No | App functionality |
| Photos and videos → Photos (not videos) | Same as messages | No | No | App functionality |
| Files and docs | Same as messages | No | No | App functionality |
| App activity → In-app search history | Same as messages | No | No | App functionality |
| Device or other IDs (push token) | Required if your app uses Dixa push notifications | No | No | App functionality |
| App info and performance → Diagnostics (client details) | Required | No | No | App functionality, Analytics |