This Privacy Policy describes how DialogHive ("we", "us", "our", "the App") collects, uses, stores, and protects information when businesses use our platform to manage customer conversations on WhatsApp Business, Facebook Messenger, Instagram Direct, and their own websites.
Who we are
DialogHive is a software platform that lets businesses ("Clients") connect their own Meta business assets (Facebook Pages, Instagram professional accounts, and WhatsApp Business numbers) so an AI assistant can reply to their customers' messages on their behalf, and lets them manage those conversations from a single dashboard.
1. Information we collect
a) Information from our business Clients
- Account details: business name, contact email, password (stored as a salted hash), billing/plan information.
- Configuration data: business knowledge base content, bot settings, working hours, product/service catalogs, and branding assets the Client uploads.
b) Information received from Meta Platform (with the Client's authorization)
- Page and account metadata — Page name, Page ID, Instagram account ID, WhatsApp Business phone number ID (permissions such as pages_show_list, business_management, whatsapp_business_management).
- Messages — the content of messages that end customers send to the Client's Page, Instagram account, or WhatsApp number, and the replies sent through our platform (permissions such as pages_messaging, instagram_business_manage_messages, whatsapp_business_messaging).
- Basic sender profile — the customer's name and profile identifiers provided by Meta for the conversation (e.g. public_profile, instagram_business_basic).
- Webhook events — delivery/read events and page-related events needed to keep conversations in sync (e.g. pages_manage_metadata, pages_read_engagement).
c) Information collected automatically
- Standard server logs (IP address, timestamps, request paths) used for security and troubleshooting.
2. How we use this information
- To receive customer messages and generate/send replies on behalf of the Client (the core function of the App).
- To display conversation history to the Client in their dashboard.
- To route conversations to a human agent when the customer or the AI requests it.
- To send order/booking status notifications the Client has configured.
- To operate, secure, and improve the platform (rate limiting, abuse prevention, debugging).
We do not sell personal data. We do not use Meta Platform Data for advertising, profiling unrelated to the conversation, or training generalized AI models. Platform Data is used only to provide the messaging service to the Client whose assets it belongs to.
3. How data is shared
- With the Client whose Page/account/number the conversation belongs to — they see their own customers' conversations only.
- With service providers strictly needed to run the App: cloud hosting, database hosting, the AI model provider that generates reply text, and Stripe for payment processing. Each provider only receives what is necessary for its function.
- With Meta, when sending replies through the WhatsApp Cloud API, Messenger Platform, or Instagram Messaging API.
- Legal requirements — if required by applicable law or valid legal process.
4. Data retention
- Conversation data is retained while the Client's account is active so they can view their message history.
- Access tokens are stored encrypted and only for as long as the connection is active; disconnecting an asset invalidates its stored token.
- When a Client deletes their account (or a specific channel connection), the associated Platform Data is deleted from our production systems within 30 days, and from backups within 90 days.
5. Data deletion — your rights
You can request deletion of your data at any time:
- Business Clients: delete individual channel connections or your whole account from the dashboard, or email us (below) to request full deletion.
- End customers (people who messaged a business using this App): contact the business you messaged, or email us with the business name and the phone number / profile you used, and we will delete your conversation data.
- Full instructions: Data Deletion Instructions.
6. Security
- All traffic between browsers, Meta, and our servers uses HTTPS/TLS.
- Access tokens and passwords are stored encrypted / hashed, never in plain text.
- Webhook payloads from Meta are verified using signature validation before processing.
- Each Client's data is isolated per tenant; one business can never read another business's conversations.
7. Children's privacy
The App is a business tool and is not directed to children under 13 (or the minimum age required in your jurisdiction). We do not knowingly collect data from children.
8. International transfers
Data may be processed on servers located outside your country. Where required, we rely on appropriate safeguards for such transfers.
9. Changes to this policy
We may update this Privacy Policy from time to time. The "Last updated" date at the top reflects the latest revision. Material changes will be communicated to Clients via the dashboard or email.
10. Contact us
DialogHive — Privacy Team
Email: [email protected]
We respond to privacy and deletion requests within 30 days.
See also: Terms & Conditions · Data Deletion Instructions