Privacy policy
SupportMoose (“we”) provides a customer support inbox to businesses (“customers”). This policy explains what we collect, why, and the choices you have.
Who is responsible
For messages between a business and its own customers, the business is the controller and we process that data on its behalf. For our own website visitors and account holders, we are the controller.
What we collect
- Account data: names, email addresses and roles of team members.
- Conversation data: messages, attachments, contact names, phone numbers, email addresses and social media identifiers received through connected channels (WhatsApp, Messenger, Instagram, email and web chat).
- Order data: order and refund details a connected store sends us.
- Ad tracking data: storefront events a business sends to its own Meta pixel through us, including hashed identifiers.
- Technical data: IP address, browser type and logs needed to run and secure the service.
How we use it
Only to provide the service: delivering messages, showing orders, sending notifications and escalations, billing, security and support. We do not sell personal data and do not use conversation content for advertising.
Data from Meta platforms
When a business connects WhatsApp, a Facebook Page or an Instagram account, we receive the messages and profile information those platforms share for that business. We use it only to show and answer conversations in that business’s inbox, in line with Meta’s platform terms.
Sharing
We share data with providers who help us run the service (hosting, email delivery, storage) and with the platforms a business connects (for example Meta, to deliver replies). They may only use it to provide their services to us.
Retention and deletion
We keep data while the business’s account is active. A business can delete conversations, disconnect channels or close its account at any time. To request deletion of data about you, including data received from Facebook or Instagram, email hello@supportmoose.com and we will confirm within 30 days.
Security
Data is encrypted in transit, access is limited to staff who need it, and API keys and tokens are stored securely.
Your rights
You can ask to access, correct or delete your personal data. If you wrote to a business that uses SupportMoose, contact that business first; we will help them respond.