Privacy Policy

1. Who we are

Inchat ("Inchat", "we", "us") is an omnichannel conversational AI platform that helps merchants manage and reply to customer conversations across WhatsApp, Facebook Messenger, Instagram, Telegram, TikTok Shop, and their own website chat widget. This policy explains what personal data we process, why, and the choices available to you.

It applies to merchants who create an Inchat workspace ("Merchants") and to their customers whose messages flow through the platform ("End Customers"). We process End Customer data on behalf of the Merchant who owns the connected channel.

2. Data we collect

We collect only what is needed to run the service:

• Account data — Merchant name, email address or phone number, and workspace settings when you sign up.
• Messaging data — message content (text, images, voice notes, files), timestamps, delivery/read status, and platform-scoped sender identifiers (e.g. WhatsApp phone number or username ID and profile name, Messenger PSID, Instagram-scoped ID) received from the channels the Merchant has connected.
• Attribution data — ad and referral identifiers a platform attaches to a conversation (e.g. ad ID, click ID) so Merchants can attribute conversations to campaigns.
• Knowledge base content — documents a Merchant uploads to ground AI replies.
• Billing data — subscription status and usage counts. Card details are handled by Stripe and never touch our servers.
• Technical data — logs necessary for security and reliability (e.g. webhook delivery records, IP address at sign-in for bot protection).

3. How we use data

We use the data above solely to provide the service:

• Displaying conversations in the Merchant's inbox and tracking response states.
• Generating AI-assisted replies, reading images customers send (for example payment slips), and transcribing voice notes. How each of these reaches an AI provider is set out in section 6. Customer conversations are not used to train AI models.
• Reporting conversation analytics (volumes, response times, AI deflection) to the Merchant who owns the data.
• Sending conversion signals to Meta's Conversions API only where the Merchant has enabled ad attribution for their own ad account.
• Billing, fraud prevention, and service integrity.
• We do not sell personal data, and we do not use End Customer data for advertising of our own.

4. Data from Meta platforms

Data received through Meta's APIs (Messenger, Instagram, WhatsApp Cloud API) is used only to provide messaging functionality to the workspace that owns the connected Page, Instagram account, or WhatsApp Business Account, in accordance with Meta's Platform Terms and Developer Policies. Access tokens are stored as encrypted references, never in plain text. We request only the permissions required for the features a Merchant enables.

5. Data from Google APIs (Limited Use)

Google Calendar is an optional appointment-booking integration that is not yet generally available. When a Merchant connects it, Inchat accesses only free/busy time ranges — so the Merchant's booking page never offers a slot that clashes with an existing commitment — and creates or updates calendar events that mirror appointments booked through the Merchant's Inchat booking page. We never read event titles, descriptions, attendees, or any other calendar content.

Google Sheets is an optional workflow integration. When a Merchant connects a Google account, Inchat reads that account's e-mail address to show which account is connected. When the Merchant pastes a spreadsheet link into an "Add Google Sheets Row" workflow step, Inchat reads that spreadsheet's title, its tab names and the first (header) row of the chosen tab, so the Merchant can map columns; when the workflow runs, Inchat appends one new row containing the values the Merchant mapped. Inchat does not read any other cells, does not list or open other files in the Merchant's Google account, and does not change or delete existing rows. Only spreadsheets the Merchant names in a workflow are touched.

Inchat's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements. Google user data is used only to provide the Google Calendar and Google Sheets features described above. It is never sold, never used for advertising, never used to train AI models (including generalised AI or machine-learning models), and never transferred to third parties except as necessary to provide the feature, for security purposes, or to comply with law. Disconnecting Google Calendar revokes Inchat's access and stops all synchronisation. Disconnecting Google Sheets in Settings deletes the stored credential and stops every workflow step that writes rows; a Merchant can also remove Inchat's access at any time from their Google Account permissions page (myaccount.google.com/permissions).

6. Service providers (sub-processors)

We rely on the providers below to run Inchat. Some are located outside Malaysia, so personal data may be transferred to and processed in other countries, including Singapore and the United States. We choose providers that contractually protect the data and use it only to provide their service to us.

• Supabase — database, file storage and authentication (hosted in AWS ap-southeast-1, Singapore).
• Vercel — application hosting, and the Vercel AI Gateway, which routes the DeepSeek, Gemini and Whisper requests below.
• DeepSeek models — AI reply generation and message classification. Requests are routed through the Vercel AI Gateway with zero data retention required, and are served by whichever inference provider meets that requirement at the time (for example Alibaba Cloud or Fireworks AI). The prompt is not stored by the provider.
• Google (Gemini) — reading images customers send, such as payment slips, through the Vercel AI Gateway with zero data retention required.
• OpenAI (Whisper) — transcribing voice notes customers send, through the Vercel AI Gateway. No zero-retention provider currently offers transcription in Malay, English and Chinese together, so audio sent for transcription is subject to the provider's standard retention policy. It is not used to train models.
• Voyage AI — text embeddings for knowledge-base retrieval. Called directly, not through the AI Gateway; it receives the Merchant's knowledge-base text and the customer message being answered.
• Stripe — subscription billing and card payments.
• Shopify — store orders and customer records, only for Merchants who connect a Shopify store.
• Inseller — order and customer context exchanged with Inseller, only for Merchants who enable the Inseller integration.
• Twilio — SMS verification codes for phone sign-in.
• Resend — account emails (sign-up confirmation, password reset, invitations).
• Cloudflare Turnstile — bot protection on the sign-in page.
• Expo — push notifications to the Inchat mobile app.
• Meta Platforms, Telegram, and TikTok Shop — delivering messages on the channels a Merchant chooses to connect.
• Google — calendar free/busy checks and event creation, only for Merchants who connect Google Calendar once it is available; and appending workflow rows to spreadsheets, only for Merchants who connect Google Sheets.
• Sentry — error monitoring (technical logs, with e-mail addresses, phone numbers and similar identifiers redacted before they are sent).

7. Retention and deletion

We keep personal data while the Merchant's workspace is active or as required to provide the service. Disconnecting a channel revokes its credentials and stops future access and synchronisation. Existing conversation history remains in the workspace so the Merchant does not lose its customer-service record.

Merchants who are workspace owners can permanently delete their workspace and all personal data stored in it from Settings → General → Danger zone (type the confirmation phrase shown there). That path removes contacts, messages, identities, and channel credentials for that workspace only.

End Customers (and anyone who cannot use the in-product path) may request deletion by emailing hello@inseller.my with the channel and identifier involved. We honour verified requests within 30 days.

Meta Facebook Login deauthorize and user data-deletion callbacks are handled at /api/meta/deauthorize and /api/meta/data-deletion (signed_request verified with the app secret). Status checks for Meta data-deletion confirmations are served at /api/meta/data-deletion/status.

8. Your rights (PDPA)

Inchat complies with the Personal Data Protection Act 2010 (Malaysia). You have the right to access, correct, and request deletion of your personal data, to withdraw consent to processing, and to limit processing for direct marketing. To exercise any of these rights, contact us at the email below. If you are an End Customer, we may direct your request to the Merchant who controls the conversation data, and will assist them in fulfilling it.

9. Security

All traffic is encrypted in transit (TLS). Webhook payloads are authenticated with platform signatures before processing. Database access is isolated per workspace with row-level security, and platform credentials are stored as encrypted references. We practise data minimisation: we do not collect data the service does not need.

10. Changes to this policy

We may update this policy as the service evolves. Material changes will be announced to Merchants by email or in-product notice, and the "Last updated" date above will change. Continued use of Inchat after a change constitutes acceptance of the updated policy.

11. Contact

Data protection enquiries and requests: hello@inseller.my