Freshsales
Based exclusively on public evidence • 20 criteria (Privacy + AI)
Last review: 21 Feb 2026
AI Trust Summary
- •In AI: does not document ethical AI principles, which may affect trust in the use of customer data.
- •In Privacy Baseline: clearly identifies data recipients, facilitating communication about the use of sales information.
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Attention Points in AI (1)
AI criteria that require attention. Buy the Premium Analysis to see all 1 criteria.
- •Freshsales
- •Does not document ethical AI principles, which may impact customer trust.
- •Does not specify clear data retention periods, which may create uncertainty.
- •Requires an opt-out clause for data use in AI training.
Ethical AI principles and anti-bias measures not documented
There is no mention of ethical AI principles, which may impact customer trust in the use of their contact information.
Source: vendor public documents
Compliances in AI (3)
AI criteria the company meets. Buy the Premium Analysis to see all 3 criteria.
- •Freshsales
- •The policy connects data categories with specific purposes, ensuring clarity in use.
- •Clearly identifies the data controller, facilitating communication.
- •These practices strengthen due diligence and trust in customer relationships.
Policy on data use for AI training clearly stated
The policy declares the use of contact information to train algorithms, which may impact how sales data is used.
Use of artificial intelligence clearly disclosed in policies
The policy declares the use of machine learning technologies, ensuring customers are aware of functionalities that impact their contact information.
Contestation and human review of AI decisions available
The policy mentions rights related to automated decisions, allowing customers to contest decisions that impact their contact information.
Source: vendor public documents
Highlights in Privacy (3)
Most relevant criteria for this category. Buy the Premium Analysis to see all 3 criteria.
Data controller and processor roles clearly defined
Freshworks is clearly identified as the data controller, ensuring transparency in managing contact information and sales data responsibilities.
Data controller identity and contact clearly disclosed
The policy provides detailed information about Freshworks, including name, registration, and contacts, facilitating communication about sales data.
Privacy contact channel available
Freshworks provides a specific channel for privacy inquiries, allowing customers to effectively manage their contact information.
Source: vendor public documents
Critical Alerts
- •Política de retenção de dados de IA claramente documentada: Crucial para que clientes saibam por quanto tempo suas informações de contato são mantidas..
- •Controle de opt-out para treinamento de IA disponível: Importante para que clientes tenham controle sobre como suas informações são utilizadas.
Conformance analysis (20)
Roles of data controller and processor clearly defined
Reference: ISO/IEC 27701 (7.3)
Identity and contact of the data controller clearly stated
Reference: ISO/IEC 27701 (7.3)
Contact channel for privacy issues available
Reference: ISO/IEC 27701 (7.3)
Source: vendor public documents
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Freshsales CRM: A Comprehensive Privacy and AI Governance Audit
Transparency in Data Processing
Freshsales excels in providing transparency regarding its data processing practices, which is crucial for users who prioritize privacy. With an impressive OPTI Base (Privacy) Score of 94%, the platform clearly outlines the purposes of data processing, categorized by data type. This means that users can easily understand how their data will be used, which fosters trust and compliance with regulations like GDPR and LGPD. Knowing that the identity and contact information of the data controller are clearly stated allows users to reach out with any concerns, ensuring a direct line of communication regarding their data.
Clear Identification of Data Recipients
Another strength of Freshsales is its clear identification of data recipients within its privacy policy. This transparency not only complies with legal requirements but also empowers users to make informed decisions about their data. Users can see who has access to their personal information, which is essential for maintaining control over their data. This feature is particularly beneficial for businesses that need to ensure compliance with ISO 27701 standards, as it allows for better data governance and accountability.
Lack of Ethical AI Principles
Despite its strengths, Freshsales has notable weaknesses, particularly in the realm of AI governance. The platform currently lacks documented ethical AI principles, which raises concerns about potential biases in data usage. With an OPTI IA Score of only 54%, users should be cautious about how their data is utilized in AI-driven processes. This absence of guidelines can affect trust, as users may feel uncertain about how their data is being processed and whether it aligns with ethical standards.
Insufficient Data Retention Policies
Another significant weakness is the unclear documentation of AI data retention policies. Users should be aware that without a clear understanding of how long their data will be retained, they may inadvertently expose themselves to risks related to data privacy. It is advisable for users to regularly review their data retention settings within Freshsales and to inquire about the specifics of data retention policies to ensure compliance with their own organizational standards and legal requirements.
Practical Steps for Enhanced Privacy
To mitigate the risks associated with the weaknesses in AI governance, users should take proactive steps. First, consider enabling any available opt-out features for AI training data. This allows users to maintain greater control over how their data is used in AI models. Additionally, regularly checking the privacy settings within Freshsales can help users ensure that they are only sharing necessary data and that they are aware of how their information is being used.
Exploring Alternatives for Enhanced AI Governance
If the lack of ethical AI documentation is a significant concern, users may want to explore alternative CRM solutions that prioritize ethical AI practices. Researching platforms that provide clear guidelines and documentation around AI usage can help users make informed decisions. Furthermore, engaging with Freshsales support to express concerns about AI governance can prompt the company to consider improvements in this area, ultimately benefiting all users.
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Source: vendor public documents
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Scope & Limitations
TrustThis/AITS assessments are based exclusively on publicly available information, duly cited with date and URL, following the AITS methodology (privacy & AI transparency).
The content is indicative in nature, intended for screening and comparison, not replacing internal audits.
TrustThis/AITS does not perform invasive tests, does not access vendor technology environments and does not process customer personal data. Conclusions reflect only the vendor's public communication at the date of collection.
Source: vendor public documents