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Privacy Policy

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1. Introduction

SocialBee ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered customer support platform.

By using SocialBee, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, please do not use our Service.

2. Information We Collect

Account Information

When you create an account, we collect:

  • Name and email address
  • Organization name and details
  • Password (stored securely using industry-standard encryption)
  • Profile preferences and settings

Business Data

To provide our Service, we process:

  • Documents you upload (product catalogs, FAQs, etc.)
  • Customer conversation data from connected channels
  • AI-generated responses and conversation history
  • Channel connection credentials (encrypted)
  • Meta platform access tokens (securely encrypted) for connected Facebook Pages, Instagram accounts, and WhatsApp Business accounts
  • Messages and interactions received through connected Meta channels

Usage Information

We automatically collect:

  • Log data (IP address, browser type, pages visited)
  • Device information (operating system, device identifiers)
  • Analytics data (feature usage, performance metrics)
  • Cookies and similar tracking technologies

3. How We Use Your Information

We use collected information to:

  • Provide, maintain, and improve the Service
  • Process and respond to your requests
  • Generate AI-powered customer support responses using our RAG system
  • Send administrative notifications and updates
  • Analyze usage patterns to enhance user experience
  • Protect against fraud and unauthorized access
  • Comply with legal obligations

AI and RAG Processing

Our Retrieval-Augmented Generation (RAG) system processes your uploaded documents to provide accurate, context-aware responses. This involves:

  • Parsing and chunking document content
  • Generating vector embeddings for semantic search
  • Storing embeddings in our secure vector database
  • Retrieving relevant context during customer conversations

Your documents and embeddings are isolated per organization and are never shared with or used to train models for other customers. AI-generated responses are suggestions provided to your support team. Your staff can review, modify, or override any AI response before it is sent to customers. No fully automated decisions with legal or significant effects are made without human review.

4. Information Sharing

We do not sell your personal information. We may share information with:

  • Service Providers: Third parties who assist in operating our Service (hosting, analytics, email delivery)
  • AI Providers: OpenAI for generating embeddings and responses (subject to their data processing terms)
  • Meta Platforms: When you connect WhatsApp, Instagram, or Messenger channels, we exchange data with Meta as described in the "Meta Platform Integration" section below
  • Legal Requirements: When required by law or to protect our rights
  • Business Transfers: In connection with mergers, acquisitions, or asset sales

5. Meta Platform Integration

SocialBee integrates with Meta platforms (Facebook, Instagram, and WhatsApp) to enable customer communication through these channels. This section describes how we interact with Meta's services and process data from these platforms.

Facebook Login

We use Facebook Login to authenticate and connect your Facebook Pages, Instagram Business accounts, and WhatsApp Business accounts to SocialBee. When you connect a channel, you authorize SocialBee to access specific data from your Meta accounts. You can review and revoke this access at any time through your Facebook Settings.

Data We Receive from Meta

When you connect your Meta accounts, we receive:

  • Profile Information: Your Meta user ID and name (used to identify the connection owner)
  • Page Information: Page IDs, names, and categories for Facebook Pages you manage
  • Instagram Account Information: Instagram Business account IDs, usernames, and profile pictures
  • WhatsApp Business Information: WhatsApp Business Account IDs and phone number details
  • Messages: Customer messages sent to your connected channels (including text, images, and attachments)
  • Comments: Comments on your posts (if you enable comment handling)

How We Use Meta Platform Data

We use data received from Meta platforms to:

  • Display and manage conversations with your customers
  • Generate AI-powered responses using your product documentation
  • Store conversation history for your review and training
  • Provide analytics and insights about customer interactions
  • Maintain and improve our Service

Limited Use Disclosure

We are committed to using Meta platform data responsibly. We explicitly confirm that we do NOT:

  • Use Meta data for advertising, marketing profiling, or behavioral targeting
  • Sell, license, or transfer Meta data to third parties
  • Share Meta data with other SocialBee customers or organizations
  • Use Meta data to train machine learning models beyond your organization's context
  • Retain Meta data beyond the period necessary to provide the Service

Data We Send to Meta

When you respond to customers through SocialBee, we send:

  • Response messages (text composed by you or generated by AI)
  • Read receipts and typing indicators
  • Delivery status updates

OAuth Permissions (Scopes)

When connecting your accounts, we request only the permissions necessary to provide our Service:

  • Base Permissions (all platforms): pages_show_list, pages_manage_metadata, pages_read_engagement (required to list and manage your connected Pages)
  • Messenger: pages_messaging (to send and receive messages through Facebook Messenger on behalf of your Page), pages_read_user_content (to read comments and posts on your Page), pages_manage_engagement (to reply to comments on your Page posts)
  • Instagram: instagram_basic (to access basic Instagram Business account information), instagram_manage_messages (to send and receive Instagram Direct Messages), instagram_manage_comments (to read and reply to comments on Instagram posts)
  • WhatsApp: whatsapp_business_management (to manage WhatsApp Business Account settings), whatsapp_business_messaging (to send and receive WhatsApp messages), business_management (to manage business assets associated with your WhatsApp Business Account)

We follow the principle of least privilege and only request permissions required for the features you use.

Data Retention for Meta Platform Data

Messages and conversations from Meta platforms are retained for as long as your account is active or as needed to provide you with our Service. You may request deletion of specific conversations or all your data at any time (see "Your Rights" section below).

Your Control Over Meta Data

  • Disconnect Channels: You can disconnect any Meta channel from SocialBee at any time through our dashboard
  • Revoke Access: You can revoke SocialBee's access to your Meta accounts through Facebook Settings → Apps and Websites
  • Automatic Deletion via Meta: When you remove SocialBee from your Facebook Apps and Websites, we automatically receive a deletion request from Meta and remove your data. You will receive a confirmation code to verify deletion status
  • Request Deletion: Request deletion of your data through our contact email or via Meta's data deletion request process
  • Export Data: Request an export of your conversation history

Meta's Privacy Policy

Our use of Meta platform data is also governed by Meta's Platform Terms and Data Policy. For information about how Meta collects and uses your data, please review:

6. Data Security

We implement industry-standard security measures to protect your information:

  • Encryption in transit (TLS 1.3) and at rest (AES-256)
  • Secure password hashing using bcrypt
  • Regular security audits and penetration testing
  • Access controls and authentication mechanisms
  • Monitoring and logging for security events

While we strive to protect your information, no method of transmission over the Internet is 100% secure. We cannot guarantee absolute security.

7. Data Retention

We retain your information for as long as:

  • Your account remains active
  • Necessary to provide the Service
  • Required by legal obligations
  • Needed to resolve disputes or enforce agreements

Upon account deletion, we will delete or anonymize your personal information within 30 days, except where retention is required by law. Document embeddings and conversation history are deleted immediately upon request.

8. Your Rights

Depending on your location, you may have the right to:

  • Access the personal information we hold about you
  • Correct inaccurate or incomplete information
  • Delete your personal information
  • Export your data in a portable format
  • Object to or restrict certain processing
  • Withdraw consent where processing is based on consent

To exercise these rights, please contact us at privacy@socialbee.chat. We will respond to your request within 30 days in accordance with applicable law.

For data received from Meta platforms, you may also revoke our access at any time by removing SocialBee from your Facebook Apps and Websites settings at facebook.com/settings. When you revoke access, we will delete your Meta platform data in accordance with Meta's requirements.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. These countries may have different data protection laws.

We ensure appropriate safeguards are in place for international transfers, including Standard Contractual Clauses approved by relevant authorities.

10. Children's Privacy

Our Service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child, we will take steps to delete it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by:

  • Posting the new policy on this page
  • Updating the "Last updated" date
  • Sending email notification for material changes

We encourage you to review this Privacy Policy periodically for any changes.

12. Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, please contact us:

For EU residents, you also have the right to lodge a complaint with your local data protection authority.