Who we are
Gateway Global Ltd is the controller of the personal data described in this notice: what you give us through this website, our chat and our demo line, and what our cookies collect if you allow them. Prime Assist is made by Gateway Global Ltd. We are registered in England and Wales, company number 15115768, with our registered office at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, and our VAT number is GB 457 6697 32. We are registered with the ICO, the UK data protection regulator, registration number ZB592265. Data protection contact: privacy@prime-assist.co.uk.
What we collect on this website
Forms. The form on our contact and demo pages is hosted by Salesforce, our customer relationship management system, and loads from Salesforce with the page. What you type is sent to Salesforce when you press send: your first and last name, work email, business name, mobile number if you give one, your message, whether you agree to be contacted and whether you want updates from us. If you accepted Analytics and enquiry insights, it also records how you arrived on our site (see below). Our consultation page has its own form, which sends Salesforce your name, work email, business name, the kind of business you selected and your notes and, if the address you arrived on carries a Google ad click ID, that ID, so that we know which ad led to the enquiry.
Booking a demo. Booking a demo or a consultation uses Calendly, which holds the details you enter on the booking form together with the time you choose, and sends the confirmations. The calendar is not loaded until you press the button to show it or send the form on that page. On the consultation page, what you typed into the form is passed to the calendar so that you do not have to type it twice.
We use these details to reply to you, to arrange and run your demo and to keep a record of our conversation, and we send you updates only if you tick the box asking for them. You do not have to give us your details, but without them we cannot reply. If you accepted Analytics and enquiry insights, Salesforce also gives your enquiry a score from the pages you viewed and, if we email you, how you engage with those emails, so that our team knows which enquiries to follow up first. The score only helps us decide the order in which we reply; it is not used to make any decision that has a legal or similarly significant effect on you. If you would rather not use the forms or the calendar, email us at privacy@prime-assist.co.uk instead.
Chat. The chat button in the corner of every page is ours until you press it. Pressing it loads Salesforce Enhanced Chat, where an AI assistant answers first and a member of our team can take over during working hours. We receive what you type, or say if you use voice, the address and title of the page you started the chat on, and any details you choose to give, and we use them to answer you and, if you ask, to arrange a demo. If you use voice, your browser asks your permission before it uses your microphone. Salesforce keeps the conversation so that our team can reply and keep a record of it. Please do not share patient or health information in the chat.
Pressing the chat button also loads Google reCAPTCHA, which protects the chat from automated abuse by checking information about your browser and how you use the page. Google provides reCAPTCHA under its own Privacy Policy and Terms of Service. Neither the chat nor reCAPTCHA is loaded, and neither stores anything on your device, until you press the button. Once you have, the chat loads straight away on the other pages you open in that tab, so that the conversation carries on.
Calls to our demo line. When you ring +44 20 3747 7785, the call is answered by Prime Assist, our AI voice service, so that you can try it for yourself. Prime Assist processes what you say so that it can answer you. Our telephony provider connects the call and receives the number you call from, as on any phone call. Prime Assist produces a transcript and a timestamped log of what was said and done on each call, which we keep with the number you called from so that we can check how Prime Assist handled the call. The record of the call and the number you called from can also be passed to our team in Salesforce, for example if you ask during the call for a demo or for us to get in touch. Please do not share patient or health information on the demo line.
Analytics and enquiry insights, only if you switch them on. If you accept this group in the cookie banner, Salesforce records which pages of our website you visit and some of what you do on them, such as the links you click, how far you scroll, whether you start filling in a form and whether you open the chat, with a random ID for your browser. If you then contact us, we link that browsing history to your enquiry so that our team understands what you are interested in. With the same permission, Google Analytics, through Google Tag Manager, counts visits, the pages viewed and the enquiries and bookings made, so that we can improve the site. Storage for advertising stays off unless you also accept Marketing.
With the same permission, we use Microsoft Clarity to see how our pages are used: clicks, scrolling and mouse movement, which we see as heatmaps and as recordings of visits, together with your browser, device and approximate location. What you type into forms is hidden in your browser before anything is sent, and the chat window and the booking calendar are hidden in the recordings. Each recording is labelled with the random visitor ID Salesforce gives your browser, so that if you contact us, our team can see your recorded visits alongside your enquiry; with how you arrived (the kind of channel, and which ad platform if you came from an ad, never the click ID itself); with the first industry page you looked at; and with whether you sent an enquiry or booked a demo. Your name, email address and phone number are never sent to Clarity. If you also accept Marketing, Clarity may use advertising storage as well, so that it can show us which visits came from our Google and Microsoft ads.
With the same permission, we also keep a note, for the rest of your visit, of how you arrived: the campaign tags or ad click ID in the address you came in on, and the name of the site that sent you. If you then send an enquiry through the form on our contact or demo page, the note goes to Salesforce with it, so that we know which of our channels it came from. It never includes anything you type, and it is deleted when you close the tab or reject cookies.
Marketing, only if you switch it on. If you accept Marketing, we use Google Ads, the LinkedIn Insight Tag, the Meta pixel and Microsoft Advertising's tag to measure our ads and to show our ads to people who have visited this site. They record the pages you view here, clicks on the ways to contact us, and whether you send an enquiry or book a demo, and LinkedIn and Meta can match that to an account you hold with them. If you accept Marketing, when you submit a form on this site Google's tag may send Google Ads a hashed (scrambled) copy of the email address you entered, so that it can tell us whether an ad brought you.
Always on: hosting. After your choice: the tag manager. Cloudflare delivers this website, protects it from attack and receives technical data such as your IP address to do so. Cloudflare Web Analytics counts page views without cookies: it stores nothing on your device and does not identify you, so it runs whether or not you accept cookies. It tells us how many visits each page gets, how quickly pages load, and the country, browser and site you came from. Google Tag Manager loads only once you have made a choice in the cookie banner, whichever choice it is, so Google then receives the technical details any web request carries, such as your IP address. It sets no cookies of its own and runs only the tags you accepted; if you reject everything, it runs none of them. The cookie policy lists every cookie and storage key this site uses.
Why we use it, and our lawful bases
- Replying to your enquiry, chat message or call, and arranging and running a demo: our legitimate interests in responding to people who contact us, or taking steps you ask for before a contract.
- Letting you try Prime Assist on our demo line, and checking how it handled your call: our legitimate interests in showing people our service and making sure it works as it should.
- Sending you occasional updates, only if you tick the box on our form: your consent, which you can withdraw at any time by writing to privacy@prime-assist.co.uk.
- Recording which pages you visit and linking them to your enquiry, scoring enquiries so that our team knows which to follow up first, counting visits with Google Analytics, recording how pages are used with Microsoft Clarity, and passing on how you arrived with an enquiry: your consent to Analytics and enquiry insights, which you can withdraw at any time in Cookie settings, at the bottom of every page.
- Measuring our ads and showing them to people who have visited this site, including the hashed email address described above: your consent to Marketing, which you can withdraw at any time in Cookie settings.
- Sending a Google ad click ID from the address of the consultation page with an enquiry made there: our legitimate interests in knowing which of our ads lead to enquiries.
- Remembering your cookie choice, loading the chat and the calendar when you ask for them, protecting the chat from automated abuse, and delivering this website securely and counting visits without cookies: our legitimate interests in running a secure website, providing what you ask for and respecting your choice.
Who receives it
These companies act as our processors, using the data only on our instructions: Salesforce, for our customer relationship management, the forms on our contact, demo and consultation pages, the chat and website tracking; Calendly, for scheduling; Cloudflare, for hosting, security and counting visits without cookies; our telephony provider, for the demo line; and Google, for Google Analytics, under Google's data processing terms.
These receive data as separate controllers and also use it for their own purposes, under their own privacy policies: Microsoft, for Microsoft Clarity data, which it also uses for purposes including advertising, as its privacy statement explains; Google, for the copy of each Google Analytics measurement that its tag sends to google.com, as its privacy policy explains; and, only if you accept Marketing, Google for Google Ads, LinkedIn, Meta and Microsoft for Microsoft Advertising. Google provides reCAPTCHA under its own Privacy Policy and Terms of Service, as described above.
These website services are separate from the Prime Assist service itself, and the processing region commitment for patient data, below, is unaffected by them. We do not sell personal data.
International transfers
Some of the companies named in this notice, including Salesforce, Calendly, Cloudflare, Google, LinkedIn, Meta and Microsoft, are based in, or process data in, the United States or other countries outside the UK. Where personal data leaves the UK, it is protected by one of the safeguards UK data protection law provides: UK adequacy regulations, including the UK Extension to the EU-US Data Privacy Framework for companies certified under it, or the UK International Data Transfer Agreement, or the UK Addendum to the European Commission's standard contractual clauses. For data from the European Union, the equivalent EU safeguards apply, such as the EU standard contractual clauses. For our processors, the safeguard is set in our data processing terms with them; for the separate controllers, it is set in their own terms. You can ask us which safeguard applies to a company, and how to get a copy of it, at privacy@prime-assist.co.uk.
How long we keep it, and security
Enquiries, chat conversations, demo-line call records and booking details are kept for as long as needed to deal with your enquiry and any relationship that follows, and then deleted; ask us for the period that applies to you. If you become a customer, the terms of your contract apply. If you asked for updates, we keep what we need to send them until you withdraw your consent.
Analytics and advertising data is kept by each company for the periods set in its own settings and terms, including Microsoft's periods for Clarity recordings and heatmaps. How long each cookie or storage key lasts on your device is in the cookie policy.
Our systems are protected with access controls and logging.
Patient data within the Prime Assist service
When Prime Assist answers calls for a practice or another organisation, that organisation is the data controller and Gateway Global Ltd acts as its data processor under a written data processing agreement. Patient data is processed in a UK or EU processing region, committed by contract. Call recordings, transcripts and audit logs are held to the retention schedule in that agreement and are accessible to the organisation. If you are one of its patients or callers, its own privacy notice explains how it uses your data, and you can contact it to use your rights.
Your rights
Under UK GDPR you can ask for a copy of the personal data we hold about you, ask us to correct it or delete it, ask us to restrict how we use it, object to how we use it, ask us to transfer it to you or to someone else, and withdraw your consent at any time where we rely on consent. To use any of these rights, write to privacy@prime-assist.co.uk.
How to complain
If you are unhappy with how we have handled your personal data, please tell us first at privacy@prime-assist.co.uk. You also have the right to complain to the Information Commissioner's Office, the UK regulator for data protection: ico.org.uk/make-a-complaint. If you are in the European Union, you can also complain to the data protection authority where you live or work.
Children, and changes to this notice
This website is not aimed at children. We will update this notice when how we use personal data changes, and the date at the top of this page shows when it last changed.