Last updated: 3 September 2026
Service: OmniReplai (https://omnireplai.com)
Contact: support@omnireplai.com
Operator: OmniReplai
1. Who we are
OmniReplai is a customer communication platform. Businesses (“Customers”) use it to chat with their end users through website chat, WhatsApp, Instagram Direct Messages, Facebook Messenger, and related tools. We process data so Customers can answer questions with AI and/or human agents in one inbox.
2. Whose data we process
- Customers — people who create OmniReplai accounts (owners, agents, admins).
- End users — people who message a Customer’s website, WhatsApp, Instagram, or Facebook Page.
We process end-user messages on behalf of the Customer who connected that channel.
3. Data we collect
Account & billing
- Name, email, password/auth data
- Business/workspace details
- Subscription and payment-related information (processed via payment providers such as Stripe)
Messaging & support channels
Depending on what the Customer connects:
- Website chat messages and visitor identifiers
- WhatsApp phone numbers and message content
- Instagram Professional account identifiers, usernames, and direct message content
- Facebook Page identifiers and Messenger message content
- Conversation metadata (timestamps, channel, status, agent assignment)
Knowledge & AI
- Content the Customer uploads or syncs (e.g. website pages, files, Q&A) used to answer chats
- AI-generated replies and related logs needed to operate the service
Technical
- IP address, device/browser info, cookies or similar where used for login/session security
- Product usage logs for reliability, security, and support
4. How we use data
We use data to:
- Provide chatbot and inbox features
- Deliver AI replies based on the Customer’s knowledge base
- Route conversations to human agents
- Connect and operate channels (including Meta Instagram Messaging and Messenger)
- Authenticate users, secure the service, prevent abuse
- Bill and support Customers
- Improve reliability and product quality
We do not sell personal data.
5. Meta platforms (Instagram & Facebook)
When a Customer connects Instagram and/or Facebook to OmniReplai:
- We receive messages and related events Meta sends to our webhook
- We store those conversations so the Customer can view and reply in OmniReplai
- We send replies back through Meta’s APIs on the Customer’s behalf
- We request only the permissions needed for messaging and account connection
Meta’s own policies also apply when end users use Instagram or Facebook:
Customers are responsible for telling their end users that chats may be handled by OmniReplai (AI and/or agents).
6. Legal bases (where applicable)
Depending on location, we rely on:
- Performance of a contract with our Customer
- Legitimate interests (security, service improvement)
- Consent where required
- Legal obligation where required
7. Sharing
We may share data with:
- Infrastructure providers (e.g. hosting, database, email delivery) under contract
- AI providers (e.g. OpenAI) to generate replies from Customer content and conversation context
- Payment processors (e.g. Stripe)
- Meta when sending/receiving Instagram or Messenger messages
- Authorities if legally required
We do not share Customer conversation data with unrelated third parties for their marketing.
8. Retention
We keep data while the Customer account is active and as needed to provide the service. After deletion/closure, we delete or anonymize data within a reasonable period, unless law requires longer retention. Customers may request deletion of their workspace data by contacting us.
9. Security
We use industry-standard measures (access controls, encrypted transport, restricted secrets). No method of transmission or storage is 100% secure.
10. International transfers
Data may be processed in countries where we or our providers operate. We use appropriate safeguards where required.
11. Your rights
Depending on your location, you may request access, correction, deletion, restriction, or portability of personal data, or object to certain processing.
- End users should contact the business they messaged first (that Customer controls the inbox).
- Customers and others can contact: support@omnireplai.com
12. Children’s data
OmniReplai is not directed at children under 13 (or the minimum age in your region). We do not knowingly collect such data.
13. User data deletion (Meta requirement)
To delete OmniReplai account data:
- Email support@omnireplai.com from the account email with subject “Delete my data”
- We will confirm and delete or anonymize account and related stored conversation data within 30 days, except data we must keep by law
If you only messaged a business that uses OmniReplai, contact that business, or email us with enough detail to locate the relevant Customer workspace.
(Meta also accepts a dedicated Data Deletion Instructions URL — you can point that field to this same page or a short /data-deletion page that repeats Section 13.)
14. Changes
We may update this policy. The “Last updated” date will change. Continued use after updates means you accept the revised policy where permitted by law.
15. Contact
OmniReplai
Email: support@omnireplai.com
Website: https://omnireplai.com
Company: OmniReplai