Privacy Policy

This Privacy Policy explains how SmartReplyHub ("we", "us", or "our") collects, uses, stores, and shares information when you use our website, dashboard, web widget, and messaging services (the "Service"). By using the Service, you agree to the practices described below.

1. Information We Collect

Account information

When you create an account, we collect your name, email address, password hash, plan, approval status, team role, and agency or organization association. We may also collect business onboarding details such as your business name, phone number, website, category, and selected features.

Connected accounts

With your authorization through Meta's official APIs, we connect to WhatsApp, Instagram, and related Meta business assets so the Service can send and receive messages on your behalf. We may collect and store WhatsApp WABA IDs, phone number IDs, Facebook Page IDs, Instagram business account IDs, display names, and web bot public tokens. We only access the Meta data needed to provide inbox, automation, and delivery features.

Content you provide

We store the content you upload or create so the Service can operate, including messages, contacts, conversations, notes, tags, flows, templates, campaigns, quick answers, knowledge base files, catalog items, products, orders, and data collection entries.

Manual billing and support data

If you submit a manual subscription request, we may collect payment reference details, payment date, payment proof, plan selection, review status, and related support messages.

Web widget and browser data

Our web widget stores a visitor ID and session ID in browser storage so conversations can continue across page loads. The dashboard also uses browser storage for authentication state and theme preferences. We may collect message history, site or domain context, quick-answer selection, and other session metadata when the widget is used.

Operational data

We automatically collect information such as IP address, browser type, device information, pages visited, event logs, execution traces, usage quotas, alert logs, and security or rate-limit events to operate, secure, and improve the Service.

2. How We Use Your Information

• To provide, operate, and maintain the Service, including AI reply generation.
• To connect to Meta services and deliver inbox, automation, and widget features.
• To process customer-provided content and generate replies grounded in your data.
• To manage onboarding, manual billing review, approval, and support workflows.
• To monitor usage, prevent abuse, diagnose issues, and improve product quality.
• To comply with legal, security, billing, and operational obligations.

3. Legal Basis and Lawful Use

Where applicable, we process personal information to perform our contract with you, to operate the Service at your request, to comply with law, to protect our legitimate business interests, and, where required, based on consent or another lawful basis under applicable law.

4. AI Processing and Third-Party AI Providers

The Service uses artificial intelligence to understand incoming messages and generate responses based on the content you provide. Message content may be processed by third-party AI providers solely to deliver this functionality. We do not sell your data or your customers' data.

5. Connected Meta and Google Services

When you connect WhatsApp, Instagram, or other Meta assets, we use the information necessary to authenticate, validate, send, receive, and route messages. If you connect Google services, we may also store Google access tokens and refresh tokens encrypted at rest so the integration continues to work.

6. Browser Storage and Session Identifiers

We use browser storage for a few product functions. Auth state for the dashboard may be stored in localStorage and sent to the API as a bearer token. The web widget stores a visitor ID and session ID in browser storage so the same visitor can continue a conversation across page loads. We do not describe this as cookie-based authentication unless we add that feature later. For more detail, see our Cookie and Browser Storage Notice.

7. How We Share Information

We do not sell customer data. We may share information with:

• Service providers - such as hosting, database, email, AI, and infrastructure vendors who process data on our behalf under confidentiality obligations.
• Meta platforms - as required to deliver messages through the Instagram and WhatsApp Business APIs, subject to their policies.
• Google services - when you choose to connect Google OAuth or related Google APIs.
• Legal requirements - when required by law, regulation, or valid legal process.
• Business transfers - in connection with a merger, acquisition, or sale of assets.

8. Data Retention

We retain account data, business data, conversations, logs, and connected-account information while your account is active and for as long as needed to provide the Service, resolve disputes, enforce our agreements, meet billing obligations, or comply with legal requirements. We may also retain limited records for security, fraud prevention, or audit purposes after an account is closed.

9. Data Deletion and Export Requests

You can request deletion of your data by contacting support. We will review requests and delete or export data where required by law and technically feasible, subject to our legal, security, operational, and billing retention obligations.

10. Security

We implement reasonable technical and organizational measures to protect your information. Passwords are hashed before storage, and sensitive access tokens are encrypted at rest. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

11. Children's Privacy

The Service is intended for businesses and adult operators. We do not knowingly collect personal information from children under 18.

12. International Transfers

Your information may be processed in countries other than the one in which you live, including countries where our providers operate. Where required, we use appropriate safeguards for cross-border transfers.

13. Changes to This Policy

We may update this Privacy Policy from time to time. If we make material changes, we will post the updated version on this page and revise the Last updated date above.

14. Contact Us

If you have questions about this Privacy Policy, please contact us or email us at support@smartreplyhub.com.