Privacy Policy

Who is responsible for your data

For the accounts of people who sign in to the SavvyElf console, SavvyElf decides how the data is used and is responsible for it.

For conversations between a business and its customers, the business decides how that data is used. SavvyElf processes it on the business's behalf and only to provide the service to that business. If you have written to a business that uses SavvyElf, that business is your first point of contact; we will help it answer your request.

What we collect

• Account details: your email address (used to sign you in), your name, the workspaces you belong to, your role and your language preference.
• Conversations handled for a business: messages and attachments, and the details a customer shares in them (such as name, email address or phone number), plus the notes, tags and fields the business records.
• Channel identifiers: the ID a platform gives a customer for that business (for example a Facebook Page-scoped ID or an Instagram-scoped ID), or the customer's email address on email.
• Connected accounts: when a business connects Facebook Pages or Instagram professional accounts through Facebook Login, we receive each Page's or account's ID, name and username, a Page access token, and the app-scoped ID of the Facebook user who authorized the connection. For mailboxes, the sign-in details or authorization the business provides.
• Technical data: IP addresses and browser details in our server logs, used to keep the service secure and to limit abuse.

This website does not use analytics or advertising trackers. If you switch between light and dark mode, that choice is stored only in your browser. The chat on this website is SavvyElf's own widget: if you write to us there, your messages are handled like any other conversation above, with SavvyElf as the business, and the widget keeps a visitor ID in your browser so the conversation continues when you come back.

How we use it

• To provide the service: show conversations in the business's inbox, answer customers from the business's own knowledge, deliver replies through the channel the customer used, and carry out the actions the business has set up.
• To keep the service secure, prevent abuse and investigate problems.
• To support the businesses that use SavvyElf, and to meet legal obligations.

We do not sell personal data and do not use it for advertising. We use data received from Facebook and Instagram only to provide the connected business's messaging service, and for nothing else.

AI processing

To write a reply, SavvyElf sends the conversation and the relevant parts of the business's knowledge to the AI model providers we use. We send only what is needed to answer. When a business lets the AI look up information in its own systems, it chooses which fields the AI may read, and anything that changes data needs the customer's confirmation first.

Who we share it with

• The business whose workspace a conversation belongs to.
• Service providers that run parts of SavvyElf for us, such as hosting, file storage, email delivery and AI model providers. They process data on our instructions.
• Authorities, when the law requires it.
• A successor, if SavvyElf is merged or sold; this policy would continue to apply to your data.

How long we keep it

• Account details are kept while your account exists.
• Conversations are kept for as long as the business keeps them in its workspace. When a business deletes its workspace, its data is removed shortly after the request.
• Raw messages as they arrive from a platform, before they are turned into conversations, are deleted after 30 days.
• Records of notifications we send to a business's own systems are deleted after 30 days, and excerpts of calls to those systems after 14 days.
• Console sign-in sessions end after 30 days without use.

Facebook and Instagram data, and how to delete it

If you connected a Facebook Page or an Instagram account to SavvyElf, you can remove SavvyElf in your Facebook settings, under Business Integrations or Apps and Websites. Facebook then tells us, we stop using the access you granted, and the business sees that the channel needs to be reconnected.

You can also ask for your data to be deleted, from the same settings page. When Facebook sends us your request, we disconnect the channels you connected, erase the access tokens you granted and your Facebook user ID, and give Facebook a link where you can check that the deletion is complete, with a confirmation code. Conversations stay with the business that owns them; if you are a customer who wants messages deleted, ask that business, or write to us at hello@savvyelf.com.

Security

Data travels over encrypted connections. Passwords, tokens and other credentials for connected accounts are encrypted at rest with a separate key for each workspace. The database itself keeps every business's data apart from every other's, and access within SavvyElf is limited to what each task needs.

Your choices and rights

You can ask us for a copy of your data, or ask us to correct or delete it, by writing to hello@savvyelf.com. Depending on where you live, you may have further rights, such as objecting to some processing or complaining to a data protection authority. For conversations we hold for a business, we will pass your request to that business and help it respond.

Where data is processed

SavvyElf and its service providers may process data in the United States and in other countries where they operate. Wherever it is processed, we protect it as this policy describes.

Children

SavvyElf is a service for businesses and is not directed to children under 16. We do not knowingly collect their data for our own purposes.

Changes to this policy

When we change this policy we update the date at the top. If a change is significant, we will also tell the businesses that use SavvyElf before it takes effect.

Contact us

Questions about this policy or your data: hello@savvyelf.com.