Privacy Policy

This policy explains how Automic LLC, a limited liability company formed in the State of New Mexico, United States ("Automic", "we", "us"), handles information in connection with the Automic service.

1. Who this policy covers

This policy covers two different groups, and their relationship to us is not the same:

• Businesses — merchants who use Automic to help handle customer messages on their own Instagram professional account.
• Customers — people who send messages to one of those businesses on Instagram.

Automic acts as a service provider to the business. The business decides what information it publishes to Automic and what Automic is permitted to say on its behalf. If you are a customer and you want to know how a particular business uses your information beyond Automic, you will need to contact that business.

2. Information we process

Business account information

The business name, contact details, the person authorised to act for the business, and the settings that business chooses for the service.

Instagram account identifiers

The identifiers that Instagram and Meta provide for a business's professional account when that account is connected to Automic.

Message content

The text of messages exchanged between a customer and the business through the connected Instagram account, together with the replies Automic drafts.

Customer identifiers

The identifiers that Instagram and Meta provide for a person who messages the business. We do not receive Instagram passwords. We do not collect a customer's email address, phone number, or payment details, unless a customer chooses to type such information into a message.

Business catalogue and policy information

Products, descriptions, media, and the policies a business chooses to publish to Automic for use in replies.

Operational and audit records

Logs and audit records of actions taken in the service. We use these to operate the service, investigate problems, and keep an accurate record of what was done and by whom.

Integration credentials

Access tokens issued by Meta for a connected Instagram account. These are stored encrypted and are used only to operate the integration for the business that authorised it.

3. How we use information

• To operate the messaging service for the business.
• To prepare replies grounded in that business's approved information.
• To route uncertain or unsupported questions to the business's own team.
• To secure the service, prevent abuse, and investigate incidents.
• To meet legal obligations that apply to us.

We do not sell personal information. We do not use customer message content to advertise to customers.

4. Automated processing and AI

Automic uses automated language models to help draft replies. Those drafts are constrained to information the business has approved, and the service is designed to hand a conversation to a person rather than answer beyond that information.

Automated systems can still make mistakes. A reply produced through Automic is not professional, legal, medical, or financial advice, and the business remains responsible for messages sent from its account.

5. Separation between businesses

Each business's data is kept separate from every other business's data. One business cannot access another business's messages, customers, or catalogue information.

6. Meta and Instagram

Automic operates through Meta's Instagram messaging platform. Your use of Instagram itself is governed by Meta's own terms and privacy policy, not by this policy. Information you share with Instagram directly is handled by Meta.

Instagram and Meta are trademarks of Meta Platforms, Inc. Automic is an independent product and is not affiliated with, endorsed by, or sponsored by Meta Platforms, Inc.

7. Service providers

We use third-party providers for cloud hosting, database hosting, automated language processing, and email. Providers receive only what they need in order to deliver their part of the service, and are not permitted to use it for their own purposes.

8. International processing

Automic LLC is formed in the United States, and processing may take place outside your country of residence, including on infrastructure located in the United States and other countries.

9. Retention

We keep information for as long as it is needed to provide the service to the business.

When a business stops using Automic, we delete message content, customer identifiers, and catalogue information associated with that business within 90 days of the end of service.

We keep information for longer than that only where a legal obligation, an unresolved dispute, or a security investigation requires it. Information retained on that basis is not used to generate replies.

10. Security

Access to data is restricted, integration credentials are stored encrypted, and actions in the service are recorded in audit logs.

No system is perfectly secure, and we do not claim certification under any security or privacy standard.

11. Your rights and requests

A business may request access to, correction of, or deletion of its data. A customer who has messaged a business using Automic may request deletion of their message data.

We will ask for enough information to verify that a request comes from the person or business entitled to make it. This protects you from someone else acting on your data.

Which statutory privacy rights apply to you depends on where you live and on the laws that apply to that business. This policy does not claim compliance with any specific privacy law.

12. Deleting your data

To request deletion of your data, email privacy@automicworld.com with the subject line "Data Deletion Request".

Include enough information for us to find the data: if you are a customer, the Instagram username you messaged from, the Instagram account of the business you messaged, and roughly when you messaged them; if you are a business, your business name and the connected Instagram professional account, sent from an address already on file for your account.

Never send passwords, access tokens, or payment details. We do not need them and will not ask for them.

Once we have verified the request, we complete deletion within 30 days. Full instructions, including what we can and cannot delete, are on our Data Deletion page.

13. Children

Automic is a tool for businesses. It is not directed to children, and we do not knowingly collect information from children.

14. Changes to this policy

We will post changes on this page and update the date above. Where a change is material, we will also inform the businesses using the service.

15. Contact

Privacy questions and data requests: privacy@automicworld.com

General enquiries: support@automicworld.com

Automic LLC, a New Mexico limited liability company, United States.