Privacy Policy

• Account Users: owners, admins and members who sign in to Replyhand for a business (an "organization").
• Visitors and prospects: people who visit replyhand.com, chat with our own AI or team, or contact us.
• End Customers: people who communicate with a business through Replyhand, by WhatsApp, Instagram, Messenger, a website chat widget or phone. We handle their information on behalf of that business, as described in Section 13.

Information you give us

• Account information: name, email address, phone number (if you sign in by text message), profile picture, role, language and the organization and workspaces you belong to.
• Organization information: business name, website, logo and settings. When you enter a business email or website, we may look up the company's public logo from a logo service.
• Billing information: billing email, tax identifiers, plan and payment history. Payment card details are collected and stored by our payment processor, Stripe; we never receive full card numbers.
• Communications with us: messages you send to our support, including through the chat on our website, and your feedback.
• Conversations with the AI assistant: what you ask the AI assistant in the Service and its answers, kept so you can pick them up on any device. Our support team can read them to help you, for example when you ask to talk to a person.

Information businesses process with Replyhand

When a business uses the Service, we host and process on its behalf the content it and its End Customers exchange and the records it keeps ("Customer Data"): messages, photos, videos, documents and voice notes; phone call audio recordings and transcripts; contact details, conversation summaries and information captured from conversations; and the knowledge, catalogs, files and website content the business provides to its AI agent.

Information collected automatically

• Technical data: IP address, browser and device type, operating system, and the pages and requests you make, recorded in our server logs to deliver and secure the Service.
• Product analytics and session replay: when you are signed in to the dashboard or use the mobile app, our analytics provider, PostHog, records how you use the Service, including clicks, page views, errors and session recordings of the screen. Recordings mask all text, form fields and images, so they show the layout and your interactions but not the content of conversations, contact details or attachments, and they do not include network data or console logs. We use them only to understand how the Service is used, fix problems and improve it. On our public website, analytics run without storing identifiers in your browser until you sign in.
• Cookies and local storage, as described in Section 8.

Information from third parties

• Sign-in providers: if you sign in with Google or Microsoft, we receive your name, email address and profile picture.
• Messaging platforms: when a business connects WhatsApp, Instagram or Messenger, Meta provides message content and the profile information of the people messaging the business, such as their name, username and profile picture.
• Social media posts: when a business connects Instagram or Facebook, we also read the posts that account published in the last 12 months, including their text, photos and videos, so the business's AI agent can learn from them. When a business adds a YouTube channel, we read that channel's public videos and their titles and descriptions through YouTube API Services. A business can turn this off for each account on its Channels page, or remove the channel.
• Integrations: when a business connects services such as Shopify or WooCommerce, we receive the data needed for the integration, such as its product catalog and, for Shopify, order and customer details used to answer End Customers.

We use personal information to:

• provide, operate and maintain the Service, including authenticating Account Users, delivering messages and calls, and running AI features;
• process payments, manage subscriptions and AI credits, and prevent fraud;
• provide support, respond to requests and send service communications such as sign-in codes, invitations, billing notices and important changes;
• secure the Service, detect and prevent abuse, and enforce our Terms of Service;
• understand how the Service is used and improve it, using analytics and aggregated or de-identified information;
• if you contact us or chat with us as a prospect, answer your questions and follow up about Replyhand;
• comply with legal obligations and establish, exercise or defend legal claims.

Customer Data is used only to provide the Service to the business that owns it and as that business instructs, never for our own marketing. We do not use Customer Data to train artificial intelligence models.

Legal bases (EEA, UK and similar laws)

Where the law requires a legal basis, we rely on: performance of a contract (providing the Service to you and your organization); legitimate interests (securing and improving the Service, analytics, preventing fraud and communicating with prospects, balanced against your rights); consent, where required, which you may withdraw at any time; and legal obligations.

Replyhand's AI features, such as the AI agent that answers a business's customers, the AI assistant for teams, transcription, summaries and insights, send the relevant content (for example, the conversation, the business's knowledge and the question being answered) to AI model providers to generate a result. We reach these models through the Vercel AI Gateway; they are provided by Anthropic, OpenAI (directly or through Microsoft Azure or Amazon Bedrock), Google, Cohere and TypeSafe. Voice calls and voice notes are processed by ElevenLabs for speech recognition and synthesis; when ElevenLabs is unavailable, voice notes are transcribed by xAI through the AI Gateway. These providers process the content to return the requested result under commercial terms that do not permit them to use it for their own purposes, such as training their models.

The AI Gateway does not retain the content of AI requests. The AI providers may keep it for a limited period under their standard terms, for example to detect abuse, and then delete it.

AI features produce automated responses on behalf of businesses, but Replyhand does not make decisions that produce legal or similarly significant effects on individuals. Businesses configure their AI agent, can review every conversation, and can hand any conversation to a person.

You can connect your own AI assistant, such as Claude or ChatGPT, to Replyhand and manage your account by chatting with it. When you connect it, you sign in to Replyhand and choose all your workspaces (including ones you join later) or only the ones you tick and whether it may make changes. It then works only in the workspaces you chose, as you, with your role in each.

• What it can do: read the conversations, contacts, settings and reports you can see in those workspaces and, if you allowed it, make changes. A change such as inviting or removing people, changing a role, editing your AI agent's instructions or publishing an ad is shown to you as a preview first and applied only after you confirm it in the chat. We receive only what each request needs, such as a search term or the change asked for, never your conversation with the assistant.
• Your assistant's provider: the assistant is a service you choose, run by its own provider, such as Anthropic or OpenAI. What it reads from Replyhand, which can include Customer Data such as End Customers' messages and contact details, is processed by that provider under the terms and privacy settings of your own account with it. It is not one of our sub-processors, our commitments for the AI providers we use (Section 4) do not cover it, and we do not control or receive the copies it keeps.
• Files: files you send through your assistant are stored privately for that connection only, which can use them for 24 hours; they are deleted shortly after.
• What we keep: a record of each connection (the assistant's name, the workspaces it reaches or that it reaches all of yours, what it may do, and when it was connected and last used) and of each request (the assistant, the tool, its outcome and the time), including the changes it previewed and whether you confirmed them. We use these records only to list your connections, secure the Service and support you, and keep them while the workspace exists. We store the sign-in tokens your assistant holds only as one-way hashes and delete them a day after they expire. If you delete your account, your connections are deleted and the request records are no longer linked to you.
• Disconnecting: disconnect an assistant at any time in Settings, under Account; it stops at once. Workspace admins see every assistant that reaches their workspace and can disconnect any of them from it in Settings, under Integrations. When someone loses access to a workspace, their connections stop reaching it at once, and a connection unused for 90 days must sign in again.

For questions about these connections, write to privacy@replyhand.com.

We do not sell personal information, and we do not share it for cross-context behavioral advertising. We do not use advertising networks. We disclose personal information only as follows:

Service providers (sub-processors)

We use the following providers to run the Service. Each processes personal information only to provide its service to us, under contractual confidentiality and security obligations:

• Vercel: hosting and serving the Service, background processing, and the AI Gateway through which AI models are reached (United States).
• Supabase: database, authentication and file storage, running on Amazon Web Services (United States).
• Anthropic, OpenAI, Microsoft Azure, Amazon Bedrock, Google, Cohere and TypeSafe: AI models that generate replies, summaries, transcriptions, search, classifications and insights.
• ElevenLabs: speech recognition and speech synthesis for phone calls and voice notes.
• xAI: transcription of voice notes when ElevenLabs is unavailable.
• Twilio: phone numbers, calls and call recording, and text messages with sign-in codes.
• Meta: delivery of WhatsApp, Instagram and Messenger messages for the channels a business connects, and reading the posts of the Instagram accounts and Facebook Pages it connects.
• Stripe: payments, invoices and subscription billing.
• Resend: transactional email such as sign-in codes and invitations.
• PostHog: product analytics, session replay and error reporting (United States).
• Upstash: temporary storage that keeps AI assistant replies streaming if a connection drops.
• Firecrawl: reading the public website a business asks its AI agent to learn from.
• Google (YouTube API Services): reading the public videos of a YouTube channel a business asks its AI agent to learn from. Our use of YouTube API Services is also subject to the Google Privacy Policy: https://www.google.com/policies/privacy
• Expo, Apple and Google: delivering push notifications to the mobile app.
• logo.dev: looking up public company logos from a business's website or email domain.
• Google and Microsoft: single sign-on, when you choose to use it.

When we add or replace a sub-processor, we update this list before it starts processing personal information.

Services a business connects

When a business connects its own services, such as Shopify, WooCommerce, a CRM or tools connected through the Model Context Protocol, we send them the data the business directs us to send. Those services are operated by their providers under their own privacy policies.

Other disclosures

• Within an organization: Account Users can see the conversations, contacts and activity of the organizations they belong to, according to their role.
• Our staff: authorized Replyhand personnel can access accounts to provide support, investigate issues and keep the Service secure, as explained in Section 10.
• Legal and safety: when required by law or legal process, or when we believe in good faith that disclosure is necessary to protect the rights, property or safety of Replyhand, our users or others.
• Business transfers: in connection with a merger, acquisition, financing or sale of assets, subject to the continued protection of personal information under this policy.
• With your consent or at your direction.

Businesses can place a Replyhand chat widget on their websites. The widget does not use cookies or tracking technologies. To let a visitor continue a conversation, it stores a random identifier in the browser's local storage; anyone using that browser profile can resume the conversation. Visitors may choose to give their name or email address, for example to be contacted by the business. Businesses can also verify the identity of signed-in visitors so they can see their history across devices.

Conversations through a business's widget are that business's Customer Data. Our own website uses the same widget for our support and sales conversations, and for those conversations Replyhand is the controller.

We use a small number of cookies and local storage entries, all first-party:

• Strictly necessary: keeping you signed in securely, remembering the workspace you last used, protecting sessions, and completing channel connections. The Service does not work without them.
• Preferences: your language, theme and layout choices.
• Analytics: once you sign in, PostHog stores identifiers to measure usage and power session replay, as described in Section 2.

We do not use advertising or cross-site tracking cookies. You can block or delete cookies in your browser settings, but parts of the Service will not work without the strictly necessary ones. Because we do not sell or share personal information for advertising, we treat browser signals such as Global Privacy Control as a confirmation of that choice; we do not otherwise respond to Do Not Track signals.

We use technical and organizational measures designed to protect personal information, including encryption in transit, encryption at rest by our hosting providers, strict separation of each organization's data enforced in the database, private storage for attachments and recordings accessed through short-lived authorized links, and access controls for our personnel. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. If we learn of a security breach affecting your personal information, we will notify you and the relevant authorities as the law requires.

Authorized Replyhand staff can access organizations' accounts, including Customer Data, to provide support, investigate issues, keep the Service secure and operate it. Access is limited to personnel bound by confidentiality, takes place under each staff member's own identity and is recorded internally. A staff member who joins a business's account appears in its team list as Replyhand support, and the business's owners and admins can remove them at any time; we may join again when support requires it.

• Account information is kept while your account exists. Deleting your account takes effect immediately: your profile and sign-in are deleted, organizations where you were the only member are deleted with all their data, and in shared organizations your membership is removed and your past messages remain without your name.
• Customer Data is kept while the business's organization exists and as the business decides; the business can delete conversations, contacts, workspaces and its whole organization at any time, which deletes the corresponding records immediately. Deleting a workspace, an organization or an account also removes its stored files, such as attachments, voice notes and call recordings, within an hour. After a subscription ends, we may delete the organization's Customer Data after 90 days. Search indexes derived from conversations are pruned after 12 months. What the AI agent learned from a business's social media posts is deleted 30 days after the account is disconnected or its learning is turned off, and immediately when Meta relays a data deletion request; what it learned from a YouTube channel is deleted when the business removes the channel, or after 30 days without a successful refresh.
• Billing records are kept as long as tax and accounting laws require.
• Logs and analytics are kept for a limited period to operate, secure and improve the Service.
• Copies in backups are overwritten in the ordinary course. We may keep information longer where the law requires it or to resolve disputes and enforce our agreements.

Replyhand is operated from the United States, and the Service is hosted in the United States. If you use the Service from another country, your information will be transferred to, stored in and processed in the United States and in the countries where our providers operate. Where the law requires it, we protect these transfers with appropriate safeguards, such as the standard contractual clauses approved by the European Commission and the United Kingdom.

If you messaged or called a business that uses Replyhand, that business decides how your information is used, and its own privacy policy applies. Replyhand processes your information on the business's behalf, including through the AI features that business enables. To access, correct or delete your information, or to object to its use, please contact the business directly; if you contact us, we will forward your request to the business and help it respond. To stop receiving marketing messages from a business on WhatsApp, reply STOP (or BAJA) to that business.

Depending on where you live, you may have the right to: know and access the personal information we hold about you; correct it; delete it; receive a portable copy; object to or restrict certain processing; withdraw consent where we rely on it; and not be discriminated against for exercising these rights. You can update much of your information in the Service and delete your account at any time from your account settings.

• European Economic Area, United Kingdom and Switzerland: you may also lodge a complaint with your local data protection authority.
• California and other U.S. states: we do not sell or share personal information and do not use sensitive personal information for purposes that require an opt-out. You may designate an authorized agent to make a request on your behalf, and you may appeal a denial of your request by replying to our decision.
• Colombia: under Law 1581 of 2012, you may know, update and rectify your data, request proof of any authorization, be informed of its use, revoke authorization or request deletion where appropriate, and file complaints with the Superintendencia de Industria y Comercio.
• Brazil, Mexico and other countries: you have the rights your local data protection law grants, which we honor as described in this section.

To exercise your rights, write to privacy@replyhand.com. We will verify your identity before acting on a request and will respond within the time the law requires. If your request concerns information a business processes with Replyhand, see Section 13.

The Service is intended for businesses and is not directed to children. We do not knowingly collect personal information from children under 16 as Account Users. If you believe a child has provided us personal information, contact us and we will delete it.

We may update this policy from time to time. We will post the updated version with its effective date and, if the changes are material, notify Account Users by email or in the Service before they take effect.