Privacy Policy
We are committed to respecting your privacy and safeguarding your conversation data, customer information, and business confidentiality on the V-Livechat platform.
View Table of Contents
1. Overview & Scope
This Privacy Policy describes how V-Livechat("we", "our", or "us") collects, uses, stores, and protects personal and conversation data when you visit our website, use our omnichannel customer communication software, or interact with businesses (Tenants) powered by our platform.
This policy applies to:
- Enterprise customers (Tenants) who register and manage chat channels.
- Customer service agents and managers operating within the platform.
- End-user customers messaging through connected channels (Website live chat, Facebook Messenger, Zalo OA, and Telegram).
2. Information We Collect
Depending on your interaction with the platform, we may collect the following data types:
a. Information Provided Voluntarily
Full name, phone number, email address, and delivery information provided through lead forms or conversational inputs.
b. Conversational & Channel Metadata
Message content, attachments, timestamps, and platform-specific identifiers:• Facebook: Page-Scoped ID (PSID) · Zalo: User ID · Telegram: Chat ID · Website: Anonymous Visitor ID.
c. Technical & Diagnostic Logs
IP addresses, User-Agent strings, operating system, referrer URL, and SLA response duration metrics for debugging and platform reliability.
3. How We Use Information
We process information exclusively for legitimate business communication purposes:
- Unified Inbox Operations: Aggregating messages from Facebook, Zalo, Web, and Telegram into a single workspace for prompt response.
- SLA Tracking & Routing: Calculating response countdowns and distributing tickets to on-duty agents based on workload and shifts.
- AI Automated Assistance: Providing conversational context to AI Agents to address routine inquiries according to tenant knowledge bases.
- Customer Satisfaction (CSAT): Collecting and reporting feedback ratings following resolved support sessions.
4. AI Agent Processing & Safeguards
Our platform features AI Agents to automate routine queries. We uphold strict data governance regarding artificial intelligence:
Commitment: No Customer Data Used for Public Model Training
Tenant conversation logs and knowledge base documents are transmitted securely via encrypted APIs solely to generate immediate runtime replies. V-Livechat DOES NOT sell, retain, or permit third-party providers to use your proprietary business or customer data to train or fine-tune public foundation AI models.
5. Third-Party Platform Integrations
To deliver omnichannel messaging, our service integrates with official platform APIs:
- Meta Platforms, Inc.: Facebook Graph API & Messenger Webhooks for Fanpage inbox synchronization.
- Zalo Platform (VNG): Zalo OA Open API for official account integration.
- Telegram FZ-LLC: Telegram Bot API for bot channel messaging.
- Amazon Web Services (AWS): Secure cloud hosting and database infrastructure compliant with ISO 27001 and SOC 2.
6. Data Storage & Security Measures
Multi-Tenant Isolation
Each enterprise organization's data is strictly partitioned by Tenant IDs to prevent cross-account exposure.
Enterprise Encryption
TLS 1.3 protocol protects all in-transit communications, while at-rest data is encrypted using AWS Key Management Service (KMS).
7. Facebook User Data Deletion Instructions
In accordance with Meta Platform Policies, V-Livechat provides clear instructions for Facebook users wishing to request the deletion of their user data:
Option 1: Remove App via Facebook Settings
- Log into your Facebook account, navigate to Settings & Privacy → Settings.
- Scroll down and select Apps and Websites.
- Search for V-Livechat.
- Click Remove.
- Under View removed apps and websites, click on the app name and select Send Request to submit an automatic data deletion request.
Option 2: Direct Email Request
You can submit a manual deletion request by contacting our privacy team directly at privacy@v-livechat.com including:
- Subject: [Facebook Data Deletion Request] - User Name
- Your Facebook Profile URL or Page-Scoped User ID (PSID).
- The Fanpage name you previously interacted with.
Processing Time: Following identity verification, all relevant conversation records will be permanently purged within 48 business hours, followed by an email confirmation with a tracking code.
8. Your Data Subject Rights
Under applicable data privacy regulations, you retain full rights to:
- Request information regarding how your data is collected and processed.
- Access or obtain a copy of your historical chat transcript.
- Request rectification of inaccurate personal details.
- Withdraw consent or request complete erasure of your data at any time.
9. Policy Updates & Contact Information
We may update this policy periodically to reflect architectural enhancements or evolving regulatory requirements. The latest revision date is always stated at the top of this document.
For any privacy inquiries or assistance, please reach out to privacy@v-livechat.com.
Legal & Privacy Department
If you have any questions or requests regarding our privacy practices or terms, please contact us: