Privacy Policy

1. Introduction

LiveAgents ("we", "us", or "our") operates the liveagents.io platform (the "Service"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Service. By using LiveAgents, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

We collect the following types of information:

• Account Information: Name, email address, and password when you create an account.
• Organization Data: Business name and team member information you provide.
• Connected Platform Data: When you connect Facebook, Instagram, or WhatsApp, we receive access tokens and page/account identifiers needed to send and receive messages on your behalf.
• Message Data: Messages sent and received through connected channels are stored to power your unified inbox, AI drafting, and CRM features.
• Usage Data: Browser type, IP address, pages visited, and feature usage for analytics and improvement.

3. How We Use Your Information

• Provide, operate, and maintain the Service
• Display messages in your unified inbox
• Generate AI-drafted responses based on your configured persona and rules
• Improve AI response quality through self-learning when you provide corrections
• Score and categorize leads in your CRM pipeline
• Process payments and manage subscriptions
• Send transactional emails (account verification, billing)
• Monitor and analyze usage to improve the Service

4. Data Sharing & Third Parties

We share data only with the following third-party services, solely to operate the platform:

• Supabase: Database hosting and authentication
• Meta Platforms (Facebook, Instagram, WhatsApp): Message delivery via official APIs
• Google (Gemini AI): AI response generation and embedding — message context is sent for processing but not retained by Google for training
• Stripe: Payment processing
• Vercel: Application hosting

We do not sell your personal data to any third parties.

5. Data Retention

We retain your data for as long as your account is active. When you delete your account, we delete your personal data, messages, and connected channel tokens within 30 days. Anonymized analytics data may be retained longer.

6. Data Security

We implement industry-standard measures including encryption in transit (TLS), encryption at rest, row-level security policies, and secure token storage. However, no method of transmission over the Internet is 100% secure, and we cannot guarantee absolute security.

7. Your Rights

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

• Access, correct, or delete your personal data
• Export your data in a portable format
• Withdraw consent for data processing
• Request deletion of data held by connected platforms on your behalf

To exercise any of these rights, contact us at info@updigital.ca.

8. Facebook & Meta Platform Data

Our use of information received from Meta APIs adheres to the Meta Platform Terms and Developer Policies. We only request permissions necessary for inbox functionality and do not use Meta data for advertising, data brokerage, or surveillance.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the new policy on this page and updating the "Last updated" date.

10. Contact Us

If you have questions about this Privacy Policy, contact us at: info@updigital.ca