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Privacy FAQ

Contextual sees protection of your data as important. We also don't want you to share anything that is NOT useful to you in executing guides and engaging customers.

This is the simplest summary we've got in plain language to answer common questions about data and privacy.

Customer Data

Privacy Policy


Elements of EU-GDPR are covered in the privacy policy, if your organization needs to execute a DP agreement, please contact

No capture of user PII

Contextual SDK does not capture field data, user entered keyboard data, nor records screen sessions.

In other words we don't collect field data off screens or user-input data. We DO allow you to send data to us (at your option) and this is called "tagging". The privacy policy notes that this is your responsibility.


Depending on what plan you are using Contextual allows you to extend the data attached to a user or device. This of this like a flexible CRM with custom fields for the user.

In Contextual however, this data can be used in Guides for:

  • Audience Segmentation - if you add a custom tag. For example if you want to target guides/tips to a user type of JobRole="Project Manager" or VIP_Member=Gold", then you can send that to us as a "tag".
  • Personalization - you can use a tag for "First Name", so you can have a prompt with "Hey Adelle"... etc

You can read more about tagging and privacy here:

User tagging explained

Mapping Screens on mobile

In order to place tips, the operator (you) take a screenshot of a screen and the image and metadata is sent to the Contextual cloud. Just make sure when you take the screenshot that the data is test data. This is NOT a function that end-users can access or be exposed to.

Behavioural Data

What a user does in your App.

Screen/Field level activity

Depending on what plan you are using you can set goals and triggers based on a button click, a screen/page visit etc. This is powerful because you don't need to add custom tags explicitly - saving you time and developer costs.

This data has names and usually will not contain any PII, some edge cases occur where a screen name may be constructed by your developers, so be aware of that. For example if a user's profile page is "Edit Profile for John Doe" that may be sent to Contextual cloud (depending on your plan).

Last update: 2023-04-12