Privacy Policy
This Privacy Policy explains how ChatrBell ("ChatrBell", "we", "us"), a customer messaging platform operated by BAOLONGMA CULTURAL MEDIA SDN. BHD., handles information when a business uses our service to receive and answer customer conversations — including conversations that reach the business through Facebook Messenger.
Who this affects. If you messaged a business on Facebook or through its website and that business uses ChatrBell, your message is delivered to that business through our platform. The business decides what to do with your enquiry; we provide the software that carries and stores it on their behalf.
1. Information we process
Conversations from Facebook Messenger
When a business connects its Facebook Page to ChatrBell and you send that Page a message, we receive:
- Message content — the text, images, files or other attachments you send, and the replies sent back to you.
- A Page-Scoped ID (PSID) — an identifier Meta assigns to you for that specific Page. It is not your Facebook profile, username or phone number, and it cannot be used to identify you on other Pages or services.
- Conversation metadata — the Page the message was sent to, message identifiers and timestamps, and delivery status.
- Profile details, only where permitted — if Meta makes a display name or profile picture available for the conversation, it may be shown to the agent so they know who they are speaking with.
Conversations from a business website
When you chat through a website widget or a ChatrBell conversation link, we process your messages, an identifier for your chat session, your approximate location derived from IP address, and basic technical details such as browser language — used to route the conversation and display it correctly.
Business account data
For the businesses that use ChatrBell, we process account information for their agents (name, login credentials, role and activity records) and the access credentials needed to connect their Facebook Pages.
2. How we use it
We use this information solely to operate the customer service functions of the platform:
| Purpose | What this involves |
|---|---|
| Delivering conversations | Routing your message to the right business, assigning it to an available agent, and sending their reply back to you through the same channel you used. |
| Translation | Message text may be sent to a third-party machine translation service so an agent can read it in their working language, and so their reply reaches you in yours. |
| Conversation history | Storing the exchange so the business can see the context of an ongoing enquiry and refer back to previous ones. |
| Service operation | Notifying agents of new messages, keeping the service secure and available, and diagnosing technical faults. |
What we never do. We do not sell your information. We do not use the content of your conversations for advertising, ad targeting, or to build profiles about you. We do not use data obtained through Meta's platform for any purpose other than delivering the customer service described above, and we do not send promotional broadcast messages through Messenger.
3. Who can see your messages
- The business you contacted — its authorised agents and administrators. A business can only ever see conversations belonging to its own account; data is strictly separated between businesses on our platform.
- Service providers we rely on — cloud hosting providers that run our infrastructure, and machine translation providers that process message text. They act on our instructions and may not use the data for their own purposes.
- Where legally required — if we are obliged to disclose information by law or valid legal process.
4. How long we keep it
Conversation records are retained while the business maintains an active account with us, so that agents can refer to prior enquiries. When a business closes its account or disconnects a Facebook Page, the associated conversation data is deleted or anonymised within 90 days, except where we must retain it to meet a legal obligation. Individual deletion requests are handled as described below.
5. Security
Data is transmitted over encrypted connections. Access credentials for connected Facebook Pages are stored encrypted and are never exposed to browsers or logs. Access to production systems is restricted to authorised personnel, and every administrative action within a business account is recorded in an audit log.
6. Your rights
You may request access to the information we hold about you, ask for it to be corrected, or ask for it to be deleted. Because we process conversations on behalf of the business you contacted, we will coordinate with that business where necessary to fulfil your request.
To request deletion of your data, follow the steps on our Data Deletion page, or email us at the address below. We respond to requests within 15 business days.
7. International transfers
Our infrastructure and service providers may process data in countries other than the one you live in. Where that happens, we take steps to ensure the information continues to be protected in line with this policy.
8. Children
ChatrBell is a tool for businesses and is not directed at children. We do not knowingly collect information from children under 13.
9. Changes to this policy
If we make material changes to this policy, we will update the date at the top of this page. Continued use of the service after a change takes effect constitutes acceptance of the revised policy.
10. Contact us
For any privacy question or request relating to this policy:
BAOLONGMA CULTURAL MEDIA SDN. BHD.
Email: [email protected]
Registered address: Lot 4.100, Tingkat 4, Wisma Central, Jalan Ampang, 50450 Kuala Lumpur, Wilayah Persekutuan, Malaysia