Privacy Policy

From business customers we may receive:

• email, password (stored as a hash), company name, and workspace settings;
• service descriptions, prices, working hours, frequently asked questions (FAQ), and knowledge base documents;
• channel settings and access tokens for connected integrations;
• data about operators who use the admin panel.

When you submit a request on the public website, we receive your name, phone number, selected contact channel, business description, and page language. The request may also include the landing-page web address (URL), the previous page, campaign-tracking (UTM) parameters, advertising click identifiers (gclid/fbclid), and the conversation volume and recommended plan selected in the calculator. We use the Internet Protocol (IP) address only in memory to limit requests to one per minute. We do not write it to the database or include it in the delivered request.

From end users who contact a business through a messenger, we process only what the conversation requires:

• the sender's identifier within the relevant channel;
• the text of messages sent to the connected business account;
• attachments, if the user sends an image, video, or voice message;
• timestamps, message identifiers, and technical data used for deduplication.

For Instagram we use only the instagram_business_basic and instagram_business_manage_messages permissions (scopes). We do not request access to the feed, stories, likes, follower lists, or messages that do not belong to the connected business account.

For TikTok we use only message.list.read and message.list.send to receive messages for the connected business account and send replies to the same conversation. We do not request TikTok Accounts API, feed, follower, or advertising data.

When a Telegram profile is connected, we also receive:

• the work-profile owner's name and identifier;
• the connection state and permissions granted in Telegram Business;
• identifiers, timestamps, text, and permitted attachments only from the private chats the owner allowed for @OtvetimBot.

The connection is created only after explicit confirmation by an authorized manager in Otvetim. We do not ask for the Telegram profile password or a personal-account token; the one-time connection link must not be shared.

• To show the business its conversation history and the status of customer requests.
• To generate a reply based on the customer's message and the business's knowledge base.
• To respect platform limits, including the Meta 24-hour messaging window.
• For Telegram Business, to reply only within 24 hours of the customer's latest inbound message. Outside that window, Otvetim sends nothing and routes the conversation to an operator.
• The first automated Telegram reply tells the customer that it is generated by AI.
• To let the operator step into a conversation, fix a reply, or turn automation off.
• To maintain security, auditing, and reliable operation of the service.

We do not sell data, we do not use it for advertising retargeting, and we do not mix data between different business customers.

To run the service, we use a limited set of sub-processors:

• Large language model (LLM) providers - Anthropic and OpenAI receive the request text and the business context needed to generate a reply; calls are routed through the OpenRouter gateway. Data is sent only to process the specific message and is not used by the providers to train models.
• The Postgres database stores the service's operational data. Each business customer's data uses a separate database schema.
• S3-compatible object storage is used for files and media attachments.
• Telegram sends Otvetim messages and connection data from the permitted Telegram Business private chats and delivers replies on behalf of the work profile.
• Public-site requests are sent first through the Telegram bot application programming interface (Telegram Bot API) and, if Telegram is unavailable, through the configured Simple Mail Transfer Protocol (SMTP) email provider. If neither channel confirms delivery, the form reports an error; a temporary local file is not treated as successful delivery.

Data in transit is protected by Transport Layer Security (TLS). Secrets and access tokens are protected by infrastructure-level controls; if database-column encryption is enabled for tokens in a given environment, it is applied on top of that.

• Conversations, messages, and related metadata are kept for as long as the business uses the service, unless a shorter retention window is set by contract or by the workspace's own policy.
• After a business account is closed, data may be kept for up to 30 days for recovery, export, and billing reconciliation, and is then deleted or anonymized.
• Technical logs are typically retained for up to 90 days.
• Public-site requests remain in the operational Telegram or email inbox only while needed to answer and record the inquiry, and are then deleted.
• Instagram and TikTok tokens are deleted or zeroed out when the app is deauthorized or the channel is disconnected; disconnecting TikTok also requests access-token revocation.
• Disconnecting a Telegram profile stops new events and removes the keys that associate its owner and current connection with the workspace. Conversation history remains under the general retention periods above and can be exported or deleted.

If you are the owner of a connected Instagram business account, you can remove the app in your Instagram or Meta settings. After we receive the callback from Meta, we deactivate the connection, remove access tokens, and stop processing new events for that account.

The owner of a connected TikTok Business Account can delete the channel in Otvetim or revoke app access in TikTok. Deleting the channel revokes access, removes stored tokens, and stops processing new events for the account.

If you are an end user who messaged a business on Instagram, TikTok, Telegram, or the web widget, the automatic Meta callback may not identify your messages in our system. In that case, write to support@otvetim.by and provide the channel, your username or contact, and the business you wrote to. We will review the request and delete or anonymize the related data if we can reliably match it.

A Telegram-profile owner can disconnect it in Otvetim or in Telegram Business settings. The owner can also request a workspace export or deletion in Otvetim. Disconnecting alone does not delete conversation history.

A detailed walkthrough is available on the Data Deletion page.

• Meta's automatic event messages (webhooks) are verified by a hash-based message authentication code (HMAC) signature.
• Requests to the shared Telegram webhook are accepted only with the configured secret and are then routed to the confirmed workspace.
• Operator access is scoped to the business's workspace.
• Data of different business customers is stored separately.
• Sensitive actions are logged for auditing and incident review.
• We do not request unnecessary platform permissions from the business.
• A Telegram profile requires only permission to reply; read access in Telegram Business is optional.

When a business customer connects Google Calendar, we request a single permission - https://www.googleapis.com/auth/calendar.events - and work only with the calendar the owner selected (their primary calendar by default).

What we do with that data:

• create an event when a customer books in a conversation;
• update that event when the customer reschedules;
• delete it when the customer cancels;
• list recently updated events and open a notification channel so that changes made in Google Calendar are reflected in Otvetim. We read only the id, status, start time, and end time of events created by our app; we ignore every other calendar event.

We do not list, create, or delete calendars; read event titles, descriptions, attendees, or attachments; or access any other calendar on the account. The calendar.events scope is the narrowest one that covers this work: calendar.readonly cannot create or cancel a booking, and freebusy cannot write one.

Storage and deletion. The refresh token is stored per business customer, encrypted at rest (Fernet), and used only for that customer's own calendar. "Disconnect" revokes the token at Google and deletes it together with the stored calendar id and notification-channel state. Deleting the workspace deletes all data belonging to that business.

Calendar data is not sold, not shared with third parties for their own purposes, not used for advertising and not used to train models.

We use functional cookies and localStorage for the session, UI preferences, and the correct operation of the admin panel. Google Analytics, Google Tag Manager, Yandex Metrica, and advertising pixels are loaded on the public landing page only after explicit consent. External advertising trackers are not loaded before consent. Your choice is stored in localStorage and can be changed through “Cookie settings” in the footer.

If you chat with a business through our embedded web widget, your browser temporarily stores the widget session token and the current conversation history in localStorage for up to 24 hours so that you can resume the conversation after a page reload. You can clear this data via your browser's site-data settings or by clearing cookies for our domain.

If the policy changes materially, we will update the date on this page and, where appropriate, notify business customers through the admin panel or by email.