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COOKIES & STORAGE

Cookie & Storage Information

We use cookies and similar browser storage to keep Syms.io working, remember your choices, understand how the site is used and, if you choose, build a richer Customer Intelligence journey.

Last updated: 19 August 2026. SmartFlows is operated by Hilden Beech Ltd. This notice covers the public Syms.io website, its account connection and the website experiences provided by Maddie, Shelly and the Shelly-to-Claira hand-off.

YOUR CHOICES

You decide how much website intelligence we use

Until you make a choice, Syms.io uses privacy-focused anonymous analytics only. You can then choose Allow customer intelligence, Anonymous analytics only, or No analytics. You can reopen these choices at any time using Privacy choices in the website footer.

  • Allow customer intelligence — enables a persistent random visitor identifier so we can understand a journey across visits, connect it to an authenticated SmartFlows customer record if you identify yourself, and retain Maddie and Shelly conversation records for service and commercial insight.
  • Anonymous analytics only — records statistical information about how the site is used without a persistent cross-visit visitor identifier, named-customer linking or retained Maddie/Shelly transcripts. Session-level working data is reduced to aggregate statistics and the individual working record is removed after daily aggregation.
  • No analytics — stops anonymous analytics and Customer Intelligence. Analytics session identifiers are removed from browser session storage. Storage that is necessary to provide a feature you request, remember your privacy choice or keep an account session secure may still be used.

The UK statistical-purpose exception permits certain storage or access used solely to create statistics about how a service is used so it can be improved, provided visitors receive clear information and a simple free way to object. We use that approach only for anonymous aggregate analytics. We do not use that exception to identify, track or profile individual visitors.

ESSENTIAL & PREFERENCE STORAGE

Storage needed for choices and requested features

These technologies are used to provide functions you request, keep sessions secure or remember choices you make. They are not used for advertising.

  • syms.customer-intelligence.mode.v1 — local browser storage that remembers whether you selected Customer Intelligence, anonymous analytics or no analytics. It remains until you change the choice or clear the website's stored data.
  • SmartFlows Client Portal session cookie — a secure, HTTP-only session cookie used when account or Client Portal functionality needs to recognise an authenticated user. It normally lasts for the browser session.
  • syms.website-experience.profile.v1 — session storage used to remember useful Website Sym context during the current browser session.
  • syms.website-experience.sym-proposal.v1 — session storage used to hold a temporary Shelly proposal while you work with it.
  • syms.website-experience.proposal-handoff.v1 — session storage used to carry a deliberate Shelly-to-Claira hand-off.
  • syms.website-experience.voice-orb-position.v1 and syms.website-experience.voice-launcher-seen.v1 — session storage used to remember Website Sym interface choices during the current browser session.

Session storage is normally removed when the browser session ends. If you block storage that is technically necessary for a requested feature, account login, Website Sym continuity or proposal hand-off may not work correctly.

ANONYMOUS ANALYTICS

Statistics used to improve Syms.io

Anonymous analytics help us understand sessions, page views, entry pages, referral sources, device types, calls to action, Maddie and Shelly starts, proposal stages and other aggregate website interactions. They are used to improve the site and service, not to build an individual visitor profile.

  • syms.analytics.session.v1 — a random session identifier held in session storage so page views and interactions can be counted as one visit. It is not a persistent cross-visit visitor identifier.
  • syms.analytics.once.* — temporary session flags used to prevent the same interaction being counted more than once.

On our server, anonymous session-level working information is kept only as long as needed to produce the daily aggregate statistics. The aggregate results are then retained for reporting. Anonymous analytics are not shown in Admin as individual visitor journeys.

CUSTOMER INTELLIGENCE

Richer journey tracking only when you allow it

If you select Allow customer intelligence, Syms.io stores syms.customer-intelligence.visitor.v1 in local browser storage. This is a random persistent identifier that lets us recognise the same browser across visits. It remains until you change your choice, clear the site's stored data or the identifier is otherwise reset.

When you identify yourself through an authenticated SmartFlows account, the visitor journey can be associated with the existing Client Portal customer ID. Names, email addresses and company details are resolved from the Client Portal rather than copied into every analytics event. Customer Intelligence may also retain Maddie and Shelly conversation records so we can understand questions, requested Syms, objections, buying intent and service issues.

Customer Intelligence journey events are currently retained for up to 400 days. Maddie and Shelly conversation records have a separate default retention period of 90 days. Changing your choice stops future Customer Intelligence tracking and removes the persistent browser visitor identifier, but it does not automatically erase records already lawfully collected. Requests relating to existing personal information are handled under our Privacy Policy.

TECHNICAL & THIRD-PARTY SERVICES

How voice and digital-person features work

Syms.io uses specialist service providers to deliver AI, voice and digital-person functions. Your browser may connect to those services when the relevant feature loads or when you actively start an interaction. They may receive normal technical connection information needed to deliver the service, and voice or conversation data is processed when you choose to speak with Maddie or Shelly.

SmartFlows does not use third-party advertising cookies on Syms.io. Provider access is used to deliver and operate the requested service, not to serve behavioural advertising through this website. Our broader handling of personal information and service providers is explained in the Privacy Policy.

The analytics collector may use an IP address momentarily for security, bot detection and coarse technical signals. Raw IP addresses are not retained in the Customer Intelligence analytics store.

CHANGE OR OBJECT

You can change your choice at any time

Use Privacy choices in the footer of any public Syms.io page. Choosing No analytics stops future analytics storage and removes the analytics session identifier from the current browser session. Choosing Anonymous analytics only removes the persistent Customer Intelligence visitor identifier and returns the site to aggregate statistical reporting.

You can also clear cookies, local storage and session storage using your browser controls. Clearing the site's stored data may cause the privacy-choice panel to appear again and may sign you out or reset temporary Website Sym context.

For information about personal-data rights, lawful bases, service providers and how to contact us about privacy, please see our Privacy Policy.

Read the Privacy Policy Contact SmartFlows

UPDATES

We will keep this notice current

We may update this notice when the website, its storage technologies or our Customer Intelligence features change. The latest version will always be published on this page with the updated date shown above.