Freshsales and the GDPR: AI training, data location and DPA

Trains on your data unless you switch it off.

Yes, unless you opt out. By using AI Services you license Freshworks to use your data and AI output to train its AI models (de-identified). It says it will not let customer data train third-party hosted models such as Azure OpenAI.

Vendor's wording: “unless Customer opts-out as further set forth below and in the Documentation Customer grants Freshworks a royalty-free license to use its Customer Data and AI Output for AI Training and expressly consents to such AI Training.”

Source: freshworks.com4(c) AI Training ConsentChecked on 19 October 2026

You can switch the training off.

Email support@freshworks.com to opt out of training Collaborative Models or of all AI Training (stops within 7 business days; AI services that train on your data are then turned off). An admin can switch AI Services off in the administrative console.

Vendor's wording: “Customers who wish to opt out of their Customer Data being used to train both Collaborative Models and Custom Models may do so by contacting support@freshworks.com and indicating they wish to opt out of all AI Training.”

Source: freshworks.com4(d)(ii) Opt Out of All AI TrainingChecked on 19 October 2026

EU hosting available.

Yes, an EU region exists for Freshsales: the sub-processor table lists AWS data-centre regions US, EU, AUS, IND, ME for Freshsales. How the region is chosen is not stated.

Vendor's wording: “Primary cloud infrastructure provider for Freshworks, where all SaaS applications are hosted.”

Source: freshworks.comList of Sub-processors, Amazon Web Services rowChecked on 19 October 2026

DPA in the terms.

Yes. Freshworks provides all customers a DPA covering its obligations under privacy laws; the text is published at freshworks.com/data-processing-addendum/.

Vendor's wording: “Freshworks provides all customers a data processing agreement (DPA) that covers its obligations under applicable privacy legislations.”

Source: freshworks.comAgreementsChecked on 19 October 2026

Published.

Yes: https://www.freshworks.com/privacy/sub-processor/ lists 26 sub-processor rows plus 8 group companies; 14 rows apply to Freshsales. AI provider for Freshsales: Microsoft (Azure OpenAI; US, EU, IND, AUS). Google Vertex/Anthropic appear for FireHydrant only.

Vendor's wording: “Freshworks uses sub-processors (listed below), to assist in providing services as described in our Terms of Service or a similar services agreement customers may have signed with us.”

Source: freshworks.comSub-processors page introChecked on 19 October 2026

On the list.

Active (Freshworks, Inc.; EU-US DPF, Swiss-US DPF, UK Extension)

Source: dataprivacyframework.govSearch 'Freshworks'Checked on 19 October 2026

After the account closes, data can be exported for 14 days; Freshworks may keep it up to 3 more months before deleting; it cannot be recovered after deletion. You can download or delete data any time during the term.

Vendor's wording: “Beyond such Data Export Period, Freshworks reserves the right to retain Customer data for up to three (3) months before deleting all Customer Data in the normal course of operation”

Source: freshworks.comData Export and RetentionChecked on 19 October 2026

Yes. An admin can turn off AI Services at any time in the administrative console (fees still apply for the term).

Vendor's wording: “Customers who wish to turn off AI Services may do so at any time and at their sole discretion by navigating to the administrative console within the Services and turning off such AI Services.”

Source: freshworks.com4(d)(iii) Opt Out of AI ServicesChecked on 19 October 2026