Privacy Policy
Reply24 is an AI front-desk product that helps service businesses reply to customers on Facebook Messenger, collect booking details, and manage leads. This Privacy Policy explains what information we collect, how we use it, and the choices available to business customers and end users who message a business Page that uses Reply24.
1. Who this policy covers
- Business customers — owners or staff who create a Reply24 account and connect a Facebook Page.
- End users / customers — people who message a connected Facebook Page or use related Reply24 links (for example appointment or location-share pages).
2. Information we collect
From business customers
- Account details such as business name, email, phone, service type, timezone, and greeting or knowledge content you provide
- Integration credentials needed to operate the service (for example Facebook Page access tokens, Google Calendar tokens when connected)
- Usage and operational data such as conversation logs, appointments, queue entries, and product analytics needed to run and improve Reply24
From Messenger and related channels
- Message content and metadata delivered by Meta (for example Page ID, sender PSID, timestamps, attachments you choose to send)
- Details you share in chat that are needed for booking or follow-up (for example name, phone number, service address, preferred times)
- Location details only when you use a location-share flow we provide
We do not require end users to create a Reply24 account to message a business. Meta also processes messaging data under Meta’s own policies when you use Facebook or Messenger.
3. How we use information
- Provide AI replies, booking, queue, reminders, and owner notifications
- Show conversations and leads in the Reply24 dashboard / app for the business
- Connect human handoff so a business owner can continue the conversation
- Operate, secure, debug, and improve the product
- Comply with law and respond to valid requests (including Meta data-deletion callbacks)
We use AI providers to generate replies. Message content necessary for a response may be processed by those providers solely to deliver the service.
4. Sharing of information
We share data only as needed to operate Reply24, including with:
- Meta / Facebook — to send and receive Messenger messages and Page webhooks
- Infrastructure and AI vendors — hosting, storage, messaging (for example SMS), and model providers used to run the product
- The business you contacted — owners and authorized staff see conversation and booking details in Reply24
We do not sell personal information.
5. Retention
We retain account, conversation, and booking data for as long as needed to provide the service to the business customer, comply with legal obligations, resolve disputes, and enforce agreements. Businesses may request deletion of their account data. End users may ask the business they messaged, or contact us, to review deletion options.
6. Your choices and rights
- Business customers can disconnect Facebook, update account details, or request account deletion by contacting us
- End users can stop messaging the Page, use Messenger controls provided by Meta, or contact the business / Reply24 about their conversation data
- Where applicable law provides additional rights (access, correction, deletion), we will respond to verified requests
7. Meta platform and data deletion
When you connect Facebook, Meta shares Page and messaging data required for the
integration. If Meta or a user triggers a data-deletion request for our Facebook app, we
process it through our callback at
/facebook/data_deletion
and provide a status URL with a confirmation code.
8. Security
We use reasonable administrative and technical measures to protect data in transit and at rest. No method of transmission or storage is 100% secure; please use strong account practices and limit dashboard access to trusted staff.
9. Children’s privacy
Reply24 is intended for business use and is not directed to children under 13 (or the equivalent minimum age in your jurisdiction). We do not knowingly collect personal information from children.
10. International processing
We may process information in the countries where we or our service providers operate. By using Reply24, you understand that information may be transferred to those locations.
11. Changes
We may update this Privacy Policy from time to time. The “Last updated” date at the top will change when we do. Continued use of Reply24 after an update means you accept the revised policy.
12. Contact
Questions or privacy requests:
Legal entity: Reply24 Information Technology Services
Email: support@reply24.ph
Product: https://www.reply24.ph
Law enforcement requests:
Law Enforcement Guidelines