Privacy Policy
Last updated: July 2026
This translation is provided for convenience; the official and legally binding version is the Turkish one.
This Privacy Policy explains how personal data is collected, used and protected for users visiting the website of the Bitenta platform and for agent/admin accounts registered on the platform. For the data processing activities of customer companies using our platform (those integrating the embed) toward their own visitors, a separate Data Processing Agreement is concluded.
1Information Collected
1.1 Visitors Starting a Support Call
- ▸ Name (required) and email address (optional)
- ▸ IP address (for security and queue management)
- ▸ Call content: messages, shared files
- ▸ Post-call survey responses and score
- ▸ Video/audio stream (P2P, not recorded on the server)
1.2 Registered Agents and Admins
- ▸ Name, surname, email address
- ▸ Hashed password
- ▸ Availability status, login history
- ▸ Assigned room and organization information
1.3 Automatically Collected Technical Data
- ▸ Browser type and version
- ▸ Operating system
- ▸ Cookie information (session cookies)
2Cookies
Two types of cookies are used on our platform: those required for the site to work, and analytics cookies that run only with your explicit consent:
| Cookie Name | Purpose | Duration |
|---|---|---|
| bitenta_session | User session | Session duration |
| XSRF-TOKEN | Security (CSRF protection) | Session duration |
| visitor_token | Embed widget session (required) | Call duration |
| bitenta_consent_v1 | Record of your cookie preference — required to be able to store this preference (kept in browser storage, not sent to the server) | Until you delete it |
| _ga, _ga_* | Google Analytics 4 — visitor statistics. Written only with your explicit consent; if you do not consent or you decline, it is never created. | 2 years |
Google Analytics (consent-based): If you consent, measurement data is processed by Google Ireland Limited and Google LLC (USA); this means your personal data is transferred abroad. As long as you do not consent, Google Analytics writes no cookie and collects no data.
Visitor statistics (Umami): We measure page-view counts with Umami, which we host on our own server. This measurement uses no cookies, does not store your IP address (only hashes it irreversibly) and its data is not passed to any third-party analytics service. Since it contains no personal data and falls within our legitimate interest in improving our site, it is not consent-based.
How to withdraw your consent: Clear the site data (cookies and site storage) for this site from your browser settings. After that, your cookie preference is asked again and Google Analytics remains disabled until you consent again.
Storage of the consent record: We store your decision on your cookie preference (accept or decline) on our server as a pseudonymous consent record as required by the KVKK burden of proof; this record does not contain your IP address or your identity.
No profiling for advertising is carried out and your data is not sold to third parties.
3Purpose of Data Use
4Data Security
Encrypted Communication
All data transfer is encrypted with TLS/SSL
Password Security
Passwords are hashed with bcrypt, not stored in plain text
P2P Video/Audio
End-to-end encrypted with DTLS-SRTP; bypasses the server entirely when a direct connection is possible
File Access
File download links are signed (signed URL) and time-limited
CSRF Protection
All form operations are protected with a CSRF token
Access Control
Role-based authorization (Admin, Agent, Super Admin)
5Responsibility of Customer Companies
Companies using Bitenta via embed integration (“Customer”) are in the position of an independent data controllerwith respect to the personal data collected from their own website visitors.
In this case, Bitenta acts as a data processor with respect to that data, and a Data Processing Agreement (DPA) is concluded with the customer company.
Customer companies must fulfil their KVKK privacy-notice obligation toward their own visitors.
6Mobile App (Bitenta Agent)
Bitenta Agent is the mobile app support agents use to answer incoming video support calls. A Bitenta account is required to use it.
7Policy Changes
This policy may be updated when necessary. Significant changes are announced via email or in-platform notification. We recommend checking the update date regularly.
8Contact
For questions about our privacy policy:
Email: info@bitenta.com
Applications are answered within the legal period of 30 days.