Privacy Policy

Account information. Your email address, name, password (stored as a salted hash, never in plain text), and any profile picture you upload.

Project and business data. Your product catalog and any columns, rows, or files you upload or import (including from Google Sheets or Google Docs), your agent's configuration (persona instructions, welcome message, working hours, delivery zones), and team membership and invitations.

Connected platform data. When you connect a messaging platform, we store the identifiers and access tokens needed to send and receive messages on your behalf (access tokens are encrypted at rest). See Section 3 for what we specifically receive from Meta.

Customer conversation content. Messages, images, voice messages, and location information your customers send to your connected platforms, and the replies your agent sends back, so we can operate and improve the conversation for you and show it to you in your dashboard.

Comments under your posts. If you turn on comment replies, we receive the comments left under your posts on a connected platform (the text, the commenter's username or name, their platform ID, and the time) and store them with the public replies, DMs, and moderation actions taken on your behalf, such as hiding or deleting a comment. To work out which item in your catalog a post shows, we read its caption and image. We use this to answer comments and to show them to you in your dashboard.

Order and payment-related data. Draft and confirmed orders, delivery details a customer provides, and payment receipt images a customer uploads (used only to check whether a receipt matches an order - Talkable never receives your customers' card numbers, bank credentials, or wallet passwords, since payment happens directly between you and your customer through the payment method you configured). When you connect a payment method, we store the account details you enter so the agent can send them to your customers: your Idram or Telcell account, or the card number, cardholder name and bank for an ARCA card transfer.

Usage and device data. Standard technical data such as IP address, browser type, and access timestamps, collected automatically when you use Talkable.

• To provide the Service: run your AI agent, send and receive messages on your connected platforms, draft orders, and generate payment instructions;
• To operate your account: authentication, team management, billing, and customer support;
• To improve the Service: understand how features are used and fix problems;
• To communicate with you: service notices, security alerts, and, only if you opt in, product updates; and
• To comply with legal obligations and enforce our Terms of Service.

We do not sell your information or your customers' information, and we do not use your product data, conversations, or any data received from Meta Platforms to serve advertising or to train AI models.

When you connect an Instagram professional account or a Facebook Page to Talkable, you go through Meta's own login flow and grant Talkable specific permissions. Depending on what you connect, we receive and store:

• Your Instagram or Facebook account or Page ID and username or Page name;
• An access token that lets Talkable send and receive messages as that account, on your instruction;
• The content of DMs sent to your connected account by your customers, including text, images, voice messages, and quick-reply button taps, so your AI agent can read and answer them;
• Comments left under your posts, if you turn on comment replies, with the commenter's username or name, platform ID, and the time, and the caption and image of those posts, so your AI agent can work out what a post shows and answer; and
• Delivery status of messages Talkable sends on your behalf.

This data ("Platform Data") is used strictly to provide the messaging automation you set up: generating and sending replies, drafting orders, checking payment receipts, and, for comments on your posts, replying publicly or by DM, hiding, unhiding, and deleting comments, and turning comments off on an Instagram post, as your settings or your own actions in Talkable direct. We do not use Platform Data for advertising, and we do not share it with data brokers. Platform Data is shared only with the sub-processors listed in Section 4, to the extent needed to generate a reply or store the conversation, and is retained for as long as your project stays connected to that platform plus a limited period afterward for support and legal purposes, as described in Section 5.

You (the business) are the party who decides which conversations your agent can see and reply to, and you can pause the agent or disconnect the platform entirely from the Automation and Platforms pages at any time, which stops any further processing of new messages on that platform.

You also choose whether and how your agent replies to comments on your posts, and you can turn comment replies off on the Automation page at any time.

To request deletion of data associated with your Meta account connection, disconnect the platform from the Platforms page, or email support@talkable.so and we will delete the associated Platform Data within 30 days, except where we are required to keep it for legal or accounting reasons.

We share information with the following categories of third-party providers, only as needed to operate Talkable for you:

• Messaging platforms you connect, Telegram and Meta (Instagram and Facebook), to send and receive messages;
• AI provider (OpenAI), to generate replies, detect language, transcribe voice messages, and evaluate payment receipt images, based on the conversation and your product data;
• AI provider (Google LLC, Gemini API), to write some of the replies, based on the conversation and your product data;
• Cloud storage (Supabase), to store uploaded images such as receipts, product photos, and profile pictures;
• Email delivery (Resend), to send account verification, invite, and notification emails;
• Payments (Paddle.com Market Ltd), our merchant of record for subscriptions, to take payment for your plan, issue your invoices, and carry out refunds;
• Google, only if you import data from Google Sheets or Google Docs, to read the specific file you selected; and
• Idram and Telcell, only if you connect a wallet, to validate the account you provide for generating payment QR codes.

We may also disclose information if required by law, to protect the rights and safety of Talkable, our users, or the public, or in connection with a merger, acquisition, or sale of assets (with notice to you).

We keep your account and project data for as long as your account is active. If you delete your account or a project, we delete the associated data within a reasonable period, except information we are required to keep for legal, tax, or accounting reasons, or that persists in backups for a limited time before they cycle out.

We use industry-standard measures to protect your information, including encryption of connected-account access tokens at rest, encrypted connections (HTTPS and TLS) in transit, and access controls limiting who can view project data. No method of storage or transmission is completely secure, and we cannot guarantee absolute security.

Depending on where you are located, you may have the right to access, correct, export, or delete your personal data, or to object to or restrict certain processing. You can update most account information directly in Talkable, or contact us at support@talkable.so to exercise these rights, including deleting your account and associated data.

If you are a customer messaging a business that uses Talkable or commenting on its posts, and you have a question about how your message or comment was handled, please contact that business directly, since they control their own agent, conversations, and comments. You are also welcome to contact us at the address above.

Talkable is intended for business use and is not directed at children. We do not knowingly collect personal information from children under 16.

Talkable and its providers may process and store data in countries other than your own. Where required, we rely on appropriate safeguards for these transfers.

We may update this Privacy Policy from time to time. If we make a material change, we will provide reasonable notice, such as an in-product notice or an email to the address on your account.

Questions about this Privacy Policy can be sent to support@talkable.so.