Security & data handling

How one company is kept apart from another

Every record in Loopwise — feedback, cases, timeline events, AI analysis, automation runs and notifications — belongs to exactly one workspace. Access rules are enforced at the data layer, on the record itself, not only by hiding buttons in the interface.

A request for another company's record returns nothing, even if the record identifier is guessed or typed into a URL. Records reach the team that owns them and nobody else.

What the public feedback form can do

• It can create one new submission, into the workspace named in the link it was opened from.
• It cannot read anything: no records, no cases, no notes, no analytics.
• It never shows internal notes, team details, reply drafts or another customer's submission.
• A customer never needs a Loopwise account, and never sees the dashboard.

Roles and permissions

Inside a workspace the owner, admin, agent and viewer roles decide what the interface and the application logic allow: who can change settings and membership, who can work cases, and who can only read.

Honest limitation: workspace isolation is enforced by the data layer, while the differences between roles are enforced by the application layer. If you need somebody to have no access at all, remove them from the workspace rather than relying on a role.

Honest limitation on public links

A feedback link identifies the workspace it submits to — the company name, the reply address and the response target travel in the link so the form can work without reading any private record. That means anyone holding the link can submit into that inbox.

Treat a feedback link as public: share it where customers can find it, and generate a new one if it is abused. A public link never grants access to any stored record.

Sign-in, transport and files

• Sign-in is email and password or a Google account, handled by the platform the app runs on; sessions are short-lived and can be ended by signing out.
• All traffic between your browser and the service is encrypted in transit over HTTPS.
• Attachments sent through a public form are stored privately and are only reachable through a short-lived signed link.

Application administrators

The people who operate this Loopwise instance can access all data in this deployment in order to run, support and repair it. the operator of this Loopwise instance is expected to do so only for those purposes. Workspace members cannot see any other workspace, whatever their role.

Deletion and backups

Deleting a case, a feedback record, a team member or an entire workspace removes that content from the live database. Short-lived backups roll off on their own. Removing a member also removes their access from every record in that workspace.

Reporting a security concern

Please report anything that looks like a security or privacy problem privately — first to the workspace owner, then to the contact address published in the workspace settings of the business that invited you, or the workspace owner directly — rather than posting it publicly. Include what you saw and how to reproduce it, and do not access data that is not yours while testing.