Ask Google Help is a built-in AI assistance and troubleshooting service across Google web and device platforms, designed to help you quickly resolve issues, discover answers, and get support.
Important: Dedicated support is not offered for all Google products and services.
Ask Google Help provides embedded assistance inside multiple apps. These apps include Google Chrome and system components powered by Google Play services. It securely exchanges basic account details to authenticate your session and provide personalized support for Google products.
Data usage and personalization
When you open or interact with Ask Google Help (for example, by opening "Help & feedback" in an app or chatting with our support assistant), the service handles specific information to understand your requests, verify your account, and deliver practical troubleshooting steps.
Depending on how you access Ask Google Help and what services you use, Ask Google Help may collect and process the following information:
Personal and account information
- What is collected: Your signed-in Google Account details, including your email address and account type. When you launch the help tool from inside another app (such as Google Chrome), that app securely passes your basic account profile to the help interface.
- Why it is collected: To establish a secure, authenticated support session, retrieve personalized troubleshooting answers, associate support interactions with your existing account history, and apply appropriate settings for accounts managed by a workplace or educational institution.
Conversations and support queries
- What is collected: Questions, search queries, chat histories, commands, and written descriptions of issues that you enter, say, or submit while interacting with Ask Google Help.
- Why it is collected: To interpret your questions, generate helpful steps, provide accurate customer support, and complete your request.
App activity and diagnostic information
- What is collected:
- App context & performance: Basic details about the application where you requested help (such as the app's name, version number, and current screen or topic) to automatically recommend the right help articles and FAQs.
- System diagnostics & crash reports: Diagnostic logs, error codes, performance metrics, and device characteristics (like your phone model and Android version) when you experience technical glitches or choose to include diagnostic reports with your feedback.
- Why it is collected: To diagnose technical bugs, monitor service availability and performance, troubleshoot product issues, and improve overall reliability and application performance.
User-attached media and diagnostic files (Optional)
- What is collected: Screenshots, photos, or custom error files that you explicitly select and attach when submitting feedback or contacting customer support.
- Why it is collected: Used strictly to help technical support teams and engineers understand what went wrong and fix reported issues.
Data protection
Google puts strong physical, technical, and organizational safeguards in place so your data remains private and secure when you ask for help:
- Encryption in transit: All support inquiries, chat transcripts, and diagnostic logs moving between your device, the help features, and Google's data centers are strongly encrypted in transit using industry-standard protocols.
- We do not sell your personal info: Ask Google Help does not sell your personal account details, help questions, conversational histories, or diagnostic performance logs to external companies or advertisers.
- Your data is not used for general AI model training: Ask Google Help does not use your private support conversations, account information, or device diagnostic logs to train general generative AI foundation models.
- Built-in account protections: Your Google Account automatically detects and blocks threats like spam and attempts at unauthorized access, helping keep your personal support history secure under our global Security & Privacy Safeguards.
AI transparency and human review safety measures
When you interact with generative AI or automated conversational assistance within Ask Google Help, strict protections apply:
- No general LLM model training: Transcripts and conversational assistance queries inside Ask Google Help are evaluated strictly to deliver immediate technical support and monitor response quality. They aren’t used to train general generative AI foundation models.
- Human review to improve product quality: To continually improve the accuracy and helpfulness of our automated guidance answers, human reviewers may read, annotate, and process select interactions.
- Privacy protection and de-identification: Before human reviewers inspect any conversations or queries, we disconnect your conversations with this product from your Google Account. Your direct identities—such as your email address and personal account profile—are unlinked and hidden from reviewers.
- Product privacy policies: Interactions within Ask Google Help always operate in accordance with our corporate-wide Google Privacy Policy and Generative AI Help Notices.
Data sharing and third parties
- No external commercial sharing: Ask Google Help does not share your support communications, device diagnostics, or account profiles with third-party companies for external marketing, promotional advertising, or selling purposes.
- Secure internal exchange: When you invoke Ask Google Help from within an app on your device, limited diagnostic information and your signed-in profile status are shared directly with the help service to provide immediate answers and securely route problem reports to Google's engineering troubleshooting teams.
Manage, export, and delete your data
You maintain complete visibility and management over your personal assistance history across your Google services:
- Review and delete past interactions: When you’re signed in to your Google Account, you can view, search, and permanently delete your Ask Google Help conversational records and usage activity. You can manage this anytime in Google My Activity.
- Download a copy of your data (Google Takeout): When you’re signed in to your Google Account, you can export an archive of your saved support histories, feedback activity, and account interactions. You can manage this anytime in Google Takeout.
- Automatic deletion upon account closure: If you permanently delete your Google Account, all personal assistance records, interaction histories, and account-associated support files handled by Ask Google Help are deleted in accordance with Google's standard data retention and account deletion policies.
- Automatic retention cleanup: Even while your account remains active, technical diagnostic logs, system crash reports, and de-identified technical feedback are retained only for limited troubleshooting intervals before being automatically expired and deleted from our systems.
- General account privacy settings: To access your privacy tools or customize how your data is handled across all of Google's apps and services:
- Go to policies.google.com/privacy.
- For Android devices, go to Settings
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