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, or Facebook Messenger.

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.
• Technical data — IP address and request metadata captured for security, abuse prevention, and webhook auditing.

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.
• 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 — we send conversation content to OpenAI to generate AI-assisted replies and to compute text embeddings used for retrieving relevant knowledge. OpenAI processes this data under its API data-usage terms and does not use API data to train its models by default.
• 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.

We require our sub-processors to safeguard personal information consistent with this policy and applicable law.

4. Data retention

We retain conversation content and related metadata for as long as the relevant business Customer maintains an active account and reasonably requires it to provide service, unless a shorter period is required by the Customer's configuration or by law. When a Customer's account is terminated, or when you exercise your deletion rights, we delete or anonymize the associated data within a reasonable period, except where retention is required for legal, security, or fraud-prevention purposes.

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 you remove our app from your Facebook or Instagram account, Meta also notifies us automatically and we purge your conversation data across all businesses on the platform.

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.