ReplyWing helps Facebook Page owners manage Messenger conversations, use AI-assisted replies, organize product and knowledge information, and review messages that need human attention. This Privacy Policy explains what information we process and how it is used to provide the service.
Information we collect
Depending on how a page owner uses ReplyWing, we may process:
- Account information: names, email addresses, user roles, authentication data, and workspace/client account details.
- Connected Page information: Facebook Page identifiers, page names, page settings, access status, and token health metadata needed to connect with Meta APIs.
- Messenger conversation data: customer messages, message timestamps, conversation status, human review notes, outbound replies, and delivery/logging metadata.
- Product and inventory data: product names, SKUs, prices, stock data, category fields, variants, bundle/package contents, product images, and inventory notes supplied by page owners.
- Knowledge base data: FAQs, policies, business hours, warranty/refund/shipping details, and other information page owners provide to guide replies.
- Usage and operational logs: AI reply logs, safety decisions, quota/usage counters, activity logs, notifications, system health data, and audit records.
How we use information
- Provide Messenger inbox, AI auto-reply, manual reply, and human review workflows.
- Generate AI-assisted draft replies using saved products, knowledge, and conversation context.
- Apply safety checks so uncertain, sensitive, missing, or blocked information can be routed to human review.
- Manage products, variants, bundles, knowledge base entries, page access, and team permissions.
- Track usage, plan limits, activity, system health, notifications, and abuse/security signals.
- Provide support, troubleshoot issues, improve reliability, and maintain the service.
Third-party services
ReplyWing may use third-party providers to operate the service, including Meta/Facebook APIs for Messenger and Page integrations, AI model providers for AI-assisted replies, hosting and database infrastructure, queue/cache infrastructure, email/logging tools, and security/monitoring services. These providers process data only as needed to provide ReplyWing functionality and are not allowed to use customer data for unrelated purposes.
Data retention
Messages, AI logs, activity logs, products, knowledge, and related records are retained based on account settings, operational needs, security requirements, and any configured retention policy. Page owners may request deletion or export of their data. Some records may be retained longer when required for legal, security, abuse-prevention, billing, or audit purposes.
Your rights and choices
Depending on your location and role, you may request access, correction, export, deletion, restriction, or objection related to your personal data. Page owners are responsible for responding to their own customers when required by applicable privacy laws. To request help from ReplyWing, contact support using the email on this page.
Security
We use reasonable administrative, technical, and organizational safeguards to protect data. No online service is completely secure, so page owners should avoid storing unnecessary sensitive personal data, secrets, supplier-private information, or payment card data in products, knowledge, messages, or notes.