Privacy Policy

This Privacy Policy explains how we collect, use, share, and protect information when you send a message to one of our Facebook Pages or Instagram professional accounts, and how you can exercise your privacy rights.

1. Information we collect

When you message one of our Pages on Facebook Messenger or Instagram Direct, we receive:

• Message content — the text of the messages you send us.
• Identifiers — your Facebook Page-Scoped ID (PSID) or Instagram-Scoped ID (IGSID), which Meta assigns for your interaction with that specific Page. This is not your personal Facebook/Instagram login ID and cannot be used by us to look up your account elsewhere.
• Profile information — your public name and profile picture, as made available by Meta's API for the conversation.
• Metadata — timestamps of when messages were sent and received, and which Page you contacted.

We do not receive your password, email address, phone number, payment information, or any other account information from Meta beyond what is listed above.

2. How we use your information

• To display your conversation to our support staff in a private, login-protected inbox so they can respond to you.
• To generate suggested or automatic replies using an AI assistant. Only the message text needed to produce a reply is sent to our AI provider; it is not used to build advertising profiles or sold to anyone.
• To keep a record of the conversation so our team has context for future messages and can provide consistent support.
• To improve our support process (for example, reviewing common questions so we can answer faster).

3. How we share your information

We do not sell or rent your information. We share it only with:

• Meta Platforms, Inc. — as the platform that delivers your message to us and our reply to you (Messenger / Instagram Messaging APIs).
• Our AI service provider — to generate reply suggestions, under that provider's own API data-use terms. Message content sent for this purpose is used only to produce a response, not to train shared models, unless that provider's own policy states otherwise.
• Authorized staff — employees or contractors of our business who need access to respond to customers, each with their own login.

We may also disclose information if required to do so by law, or to protect the rights, property, or safety of our business, our customers, or others.

4. Data retention

We retain conversation data for as long as needed to provide customer support, maintain accurate business records, and comply with legal obligations. You may request deletion of your data at any time — see our Data Deletion Instructions.

5. Data security

We store data in a private database that we operate and control, protected by access controls and individually authorized staff logins. No method of storage or transmission is 100% secure, but we take reasonable technical and organizational measures to protect your information against unauthorized access, alteration, or loss.

6. Your rights and choices

• Access & correction — you may ask what data we hold about your conversation and request corrections.
• Deletion — you may request that we delete your conversation history (see Data Deletion Instructions).
• Opt out of AI replies — you may ask a team member to take over your conversation instead of receiving AI-generated responses at any time.

Depending on where you live, you may have additional rights under laws such as the EU/UK General Data Protection Regulation (GDPR) or the California Consumer Privacy Act (CCPA), including the right to lodge a complaint with a supervisory authority. Contact us using the details below to exercise any of these rights.

7. Children's privacy

Our Pages and this service are not directed to children, and we do not knowingly collect information from anyone under the age required by Meta's own terms to hold a Facebook or Instagram account. If we become aware that we have inadvertently collected information from a child, we will delete it promptly.

8. International users

If you message us from outside the country where our servers and AI provider operate, your information may be transferred to, stored, and processed in a different country. By contacting us, you consent to this transfer.

9. Changes to this policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Continuing to message us after a change means you accept the updated policy.