Data residency

LiyaSupport offers data residency options so you can ensure customer data stays within a specific geographic boundary. This is relevant for organisations subject to GDPR, UK GDPR, Australian Privacy Act, and other data localisation regulations.

Available regions

What data is stored in-region

When you select a data residency region, the following data is stored and processed exclusively within that region:

• Conversation messages and attachments
• Contact and company records
• Knowledge base articles and embeddings
• AI-generated drafts and quality scores
• Audit log entries
• CSAT survey responses
• Custom attributes and tags

Cross-region data flows

Some non-customer-data operational data flows across regions regardless of your residency setting:

• Authentication metadata — session tokens and login events are processed globally for latency reasons
• Aggregated analytics — anonymised usage metrics for billing and product analytics
• Support tickets — if you contact Liya support, your support agent's access is region-agnostic (but access is logged in the audit log)

AI model data handling

Liya's AI features use large language models operated by Anthropic. Conversation content sent to the AI for draft generation is:

• Transmitted to the model endpoint with TLS encryption
• Not used by Anthropic to train models (Liya has a DPA with Anthropic covering this)
• Not stored by Anthropic beyond the inference request lifetime

For EU and UK workspaces, Liya routes AI inference to Anthropic's EU endpoint where available. You can disable AI features entirely in Settings → AI Settings → AI featuresif your organisation prohibits sending any customer data to third-party AI providers.

Sub-processors

Liya maintains a published list of sub-processors. Key sub-processors include: