Privacy Policy

LianInbox ("LianInbox", "we", "us") provides a shared inbox platform that lets businesses ("customers", "you", "your account") manage conversations with their own website visitors and customers ("contacts") across channels including live website chat, Facebook, Instagram, WhatsApp and email. This policy explains what information we collect through the platform, how it's used, who it's shared with, and the choices available to you.

If you are a contact chatting with a business that uses LianInbox, that business is responsible for its own use of your information; this policy describes how LianInbox, as the platform that powers the conversation, processes it on their behalf.

Information we collect

• Contact details. When a website visitor starts a chat, we collect the name, email address and (optionally) phone number they provide, and the same details when they reach a business through a connected Facebook, Instagram, WhatsApp, or email channel.
• Conversation content. Messages, comments, and any files or images sent through a connected channel, together with basic metadata (timestamps, delivery status, which channel and inbox a message came through).
• Account and team data. For a business's own staff: name, email, password (stored hashed), role, and activity within the console (an audit log of settings and message actions).
• Channel credentials. Access tokens and API keys a business connects (e.g. a Facebook Page token, a WhatsApp Business API key, an AI provider key) so we can send and receive messages on their behalf. These are encrypted at rest.
• Technical data. A random session identifier stored in your browser's local storage while using a website chat widget, so your conversation stays connected across page loads. This identifier isn't used for advertising or cross-site tracking.

How we use it

• Deliver and display conversations in the shared inbox, and route or assign them to the right team member.
• Generate AI-assisted draft or automatic replies, when a business has enabled an AI agent on an inbox.
• Maintain basic CRM records for a business's contacts, such as lead status and notes its team adds.
• Detect and prevent abuse, and keep an audit trail of actions taken in the console.
• Provide customer support and communicate service-related updates to account holders.

AI-assisted replies

Where a business configures an AI agent on an inbox, the relevant conversation content is sent to that business's chosen AI provider (such as OpenAI, Anthropic, DeepSeek, or a self-hosted model they operate) in order to generate a reply. LianInbox does not use this content to train its own models. A business can disable its AI agent, on a whole inbox or a single conversation, at any time.

Who we share it with

• Messaging platforms. Meta Platforms, Inc. (Facebook and Instagram Messaging and Graph APIs) and the WhatsApp Business Platform, strictly to send and receive the messages a business's contacts exchange with them.
• Email delivery. The mail provider a business connects to their email inbox, to send and receive email conversations.
• AI providers. Whichever AI provider a business has configured, as described above.
• Infrastructure providers. Hosting, database, and file storage providers we use to run the platform, bound by confidentiality and data-processing obligations.

We do not sell personal information, and we do not share it for third-party advertising.

Data retention

We retain conversation and account data for as long as the account is active, so a business keeps a working history of its customer relationships, and for a reasonable period afterward for backups, legal, and audit purposes. A business can request deletion of a contact's data, or closure of its own account and associated data, at any time by contacting us.

Security

Channel access tokens and AI provider API keys are encrypted at rest. Access to the console requires authentication, and every team member's access is scoped to the inboxes and conversations their role permits. No method of transmission or storage is completely secure, but we work to protect information using industry-standard practices.

Your rights

Depending on where you're located, you may have the right to access, correct, export, or request deletion of your personal information. If you're a contact who has chatted with a business using LianInbox, please start by contacting that business directly, as they control their own conversation records; we'll assist them in fulfilling a valid request. Account holders can reach us directly using the details below.

Children's privacy

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

Changes to this policy

We may update this policy from time to time. Material changes will be reflected by updating the "Last updated" date above.

Contact us

Questions about this policy or a data request can be sent to support@lianinbox.com.