Privacy Policy

1. Introduction

We value your privacy and are committed to protecting your personal information. This Privacy Policy explains our practices regarding the information we collect when you send messages to our Facebook Page. Our Facebook Application "BSM Software Solutions Messenger Connect" serves as a bridge to enable us to manage and respond to your messages efficiently using our Chatwoot customer support system.

2. The Purpose of Our Facebook Application

Our Facebook Application "BSM Software Solutions Messenger Connect" is designed solely to facilitate real-time communication between you (as a user messaging our Facebook Page) and our customer support team, which utilizes Chatwoot. It allows us to:

• Receive messages you send to our Facebook Page directly into our Chatwoot inbox.
• Respond to your messages from Chatwoot, with these replies being delivered to you via Facebook Messenger.
• Manage your conversations effectively to provide timely and relevant support for your inquiries related to our WordPress plugins and other offerings.

3. Information We Collect Through the Facebook Application

When you send a message to our Facebook Page, our Facebook Application accesses certain information provided by Facebook (Meta Platforms, Inc.) and information you share directly:

Information from Facebook:

• Your Facebook User ID (Page-Scoped ID - PSID): A unique identifier for your interaction with our specific Facebook Page, provided by Facebook. This is not your global Facebook ID.
• Your Public Profile Information: This typically includes your Facebook name and profile picture, as made public by your Facebook privacy settings.
• Message Content: The text, attachments (e.g., images, files), and emojis you send in your messages to our Facebook Page.
• Message Metadata: Information such as message timestamps, delivery status, and read receipts.

Information You Provide Directly:

• Any additional personal details you choose to include in your messages, such as your email address, order numbers, specific issues you're facing with a WordPress plugin, or details about your inquiries.

4. How We Use Your Information

We use the information collected through our Facebook Application exclusively for the following purposes:

• To Provide Customer Support: The primary purpose is to receive, manage, and respond to your inquiries and support requests efficiently through Chatwoot. This includes answering questions about our WordPress plugins, providing technical assistance, and addressing general queries.
• To Fulfill Your Requests: To process information necessary to resolve your specific issues or provide information you have requested.
• To Improve Service Quality: We may analyze aggregated and anonymized conversation data (which does not identify you personally) to understand common customer needs and improve the quality of our customer service and products.
• Internal Record-Keeping: To maintain records of customer interactions for administrative and quality assurance purposes.

5. How We Share Your Information

We do not sell, rent, or trade your personal information. We may share your information only with the following third parties, strictly for the purposes outlined in this policy:

• Facebook (Meta Platforms, Inc.): As the platform facilitating the communication, Facebook will process your data according to their own Data Policy. Our Facebook Application relies on Facebook's Messenger API, meaning data flows through their systems as part of providing the messaging service.
• Chatwoot (Our Customer Support Platform): We utilize Chatwoot to manage and respond to your messages. The information you provide through Facebook Messenger is transferred to our Chatwoot instance for our agents to view and reply. Chatwoot processes this data on our behalf as a data processor. We encourage you to review Chatwoot's Privacy Policy for more information on their data handling practices.
• Service Providers: We may engage other third-party companies and individuals to perform services on our behalf (e.g., hosting, analytics). These providers are contractually obligated to protect your data and are only permitted to use it for the specific services they provide to us.
• Legal Compliance: We may disclose your information if required by law, subpoena, or if we reasonably believe that such action is necessary to comply with legal obligations, protect our rights or property, prevent fraud, or ensure the safety of our users.

6. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, or as required by law. Conversation histories are maintained to provide continuous support and for legitimate business record-keeping.

7. Your Data Protection Rights

Depending on your location and applicable data protection laws (such as the GDPR or CCPA), you may have the following rights concerning your personal data:

• Right to Access: To request copies of your personal data we hold.
• Right to Rectification: To request that we correct any information you believe is inaccurate or complete information you believe is incomplete.
• Right to Erasure (Right to be Forgotten): To request that we erase your personal data, under certain conditions.
• Right to Restrict Processing: To request that we restrict the processing of your personal data, under certain conditions.
• Right to Object to Processing: To object to our processing of your personal data, under certain conditions.
• Right to Data Portability: To request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.

To exercise any of these rights, please contact us using the contact details provided below. We will respond to your request in accordance with applicable laws.

8. Security of Your Information

We implement reasonable technical and organizational measures to protect the personal information collected through our Facebook Application and Chatwoot from unauthorized access, disclosure, alteration, and destruction. However, no method of transmission over the internet or electronic storage is entirely secure.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this page with an updated "Effective Date." We encourage you to review this policy periodically.