Privacy Policy

This Privacy Policy explains how Liveline ("Liveline", "we", "us", or "our"), operating at getliveline.com, collects, uses, shares, and protects information when our customers (businesses) use Liveline to manage customer conversations across messaging channels, and when you (an end user) communicate with one of those businesses through WhatsApp, Instagram, Facebook Messenger, or a business's integration with the Liveline API. It also covers visits to our website.

Liveline is an AI-assisted, multi-channel conversation management platform. We act as a data processor on behalf of the businesses ("Customers") who use our platform, and as a data controller for the limited account and operational data described below. For conversation content exchanged between you and a business, that business is the controller and you should also consult its own privacy policy.

1. Information we collect

When you message a business that uses Liveline, or when a Customer uses our platform, we may collect and process:

• Message content — the text and media you send to and receive from a business through WhatsApp, Instagram Direct, or Facebook Messenger.
• Contact identifiers — platform-specific identifiers such as your WhatsApp ID (wa-id / phone number), Instagram-scoped ID, or Facebook Page-Scoped ID (PSID).
• Profile information — your display name and profile name as provided by the messaging platform.
• Conversation metadata — timestamps, channel, message delivery status, conversation status, and routing information used to manage and prioritize conversations.
• Customer account data — for businesses using Liveline: account holder name, email address, workspace settings, and authentication credentials.
• Business knowledge and configuration — information entered by Customers, text imported from documents or URLs, source references, agent instructions, and connected-channel or AI-provider credentials.
• Billing information — payment-provider customer and subscription identifiers, subscription status and payment-method metadata used to administer a plan. Payment details entered in Stripe Checkout are collected by Stripe.
• Operational records — AI usage and error records, webhook audit records, and deletion-request identifiers, status and timestamps.
• Technical data — IP address and request metadata captured for security, abuse prevention, and webhook auditing.

We use session cookies to maintain sign-in and language preferences, and browser storage to remember display preferences such as your selected theme. Public pages load fonts from Google Fonts and styling resources from a content delivery network; those providers receive the technical information needed to serve those requests.

We measure site usage with Plausible Analytics, which uses no cookies and no identifiers that follow you across sites.

Advertising. While we are running campaigns on Meta (Facebook and Instagram), our public site also loads the Meta Pixel. Unlike the above, the Pixel does set a cookie in your browser and tells Meta that you visited our site, created an account, or started a subscription, so that we can measure how those ads perform. We do not send Meta your name, your email address, your messages, or any conversation content. The Pixel loads only while advertising is active; when it is not, no advertising cookie is set. You can limit this from the ad settings on your Meta account or by blocking third-party cookies in your browser.

2. How we use information

We use the information above to:

• Deliver, route, and manage customer conversations on behalf of the business you contacted.
• Generate AI-assisted replies and suggestions to help businesses respond to you.
• Maintain conversation history and context so businesses can provide continuity of service.
• Retrieve relevant business knowledge, summarize conversations, route inquiries, and notify a Customer's team when configured.
• Administer subscriptions and send account, billing, security and service notifications.
• Operate, secure, monitor, and improve the platform, including fraud and abuse prevention.
• Comply with legal obligations and enforce our terms.

We do not sell your personal information, and we do not use the content of your conversations for advertising.

3. Sub-processors and third parties

We share information with a limited set of service providers strictly to operate the platform:

• OpenAI — processes message and business-knowledge text for AI replies, conversation summaries and text embeddings used to retrieve relevant information. Using another provider for replies does not by itself disable OpenAI-based knowledge retrieval.
• DeepSeek — may process conversation context and relevant business information when configured as an AI provider, including as a fallback if the primary provider is unavailable.
• Anthropic — may process conversation context and relevant business information when a Customer configures supported Claude access using their own API key.
• Stripe — processes payments and subscriptions and provides billing status and payment-method metadata to Liveline.
• Meta Platforms (WhatsApp, Instagram, Facebook Messenger) — the messaging platforms through which messages are delivered. Your use of those platforms is also governed by Meta's own policies.
• Cloud hosting and infrastructure providers — used to host the application, databases, and queues that store and process conversation data.
• Email and notification services — deliver account and service notices. Customer-configured notification destinations and API callbacks may receive conversation details needed for the integration.
• Website resource providers — Google Fonts and content delivery networks serve fonts and styling resources used by our public pages.

The AI provider used for a reply depends on the plan, available provider credentials and Customer configuration. Relevant conversation history, instructions and retrieved knowledge may be included in a request. Provider retention and processing terms also apply; a Customer's own API key does not prevent Liveline from processing the request or retaining its conversation history.

4. Data retention

Conversation history and business knowledge remain stored in the workspace until removed. Cancelling a subscription or deleting a user's login account does not by itself delete the workspace's conversation history. Contact us to request workspace data deletion or assistance with a specific record.

Workspaces that have never entered a paid subscription may be removed by our inactive-signup cleanup after the trial ends, or after registration if no trial was offered. The cleanup uses a configured grace period and sends owners a deletion warning before removal. The default grace period is seven days, with two days' notice. Activity during a trial alone does not exempt a workspace from this cleanup. Workspaces that have entered a paid subscription are excluded from this particular cleanup, even if that subscription later ends.

Certain diagnostic records are pruned separately; the default retention for AI metrics, AI failures and webhook audit records is 90 days. A conversation deletion does not establish deletion of every diagnostic record, backup or copy held by a third-party provider. Deletion requests retain an identifier, confirmation code, outcome and timestamps so their processing can be tracked. Contact us about the scope of a request, including these additional records.

5. Your rights

Depending on your jurisdiction, you may have the right to access, correct, export, restrict, or delete your personal information, and to object to certain processing. Because Liveline typically processes your data on behalf of a business, you may need to direct some requests to that business. We will assist our Customers in responding to such requests.

6. How to request deletion of your data

You can request deletion of your data in either of the following ways:

• Contact the business you were messaging and ask them to delete your conversation data.
• Use our deletion flow — see our Data Deletion instructions. When Liveline receives a valid signed deletion request from Meta, it queues removal of conversations whose stored contact identifier matches the identifier in that request, along with their messages and handoff records. Different messaging identifiers may require additional verification and assistance.

You may also email us directly at privacy@getliveline.com to request deletion.

7. Security

We use technical and organizational measures to protect personal information, including encryption of sensitive credentials at rest, HMAC-verified webhooks, transport encryption, and per-tenant access scoping. No method of transmission or storage is completely secure, but we work to protect your information.

8. International transfers

Your information may be processed in countries other than the one in which you reside. Where required, we rely on appropriate safeguards for such transfers.

9. Children

Liveline is not directed to children and we do not knowingly collect personal information from children. If you believe a child has provided us personal information, please contact us.

10. Changes to this policy

We may update this Privacy Policy from time to time. We will revise the "Last updated" date above and, where appropriate, provide additional notice.

11. Contact us

For privacy questions or requests, contact us at privacy@getliveline.com.