Message Triage Privacy Policy
Message Triage is a messaging assistant operated by Limitless Marketing Agency ("Limitless", "we", "us"). A business that hires us (the "Business") connects its Facebook Page or Instagram professional account to Message Triage. When someone sends the Business a direct message, we answer simple, previously approved questions automatically and pass everything else to a person at the Business.
This policy explains what information Message Triage handles about the people who message a Business ("you"), why, who sees it, and how you can have it deleted. It does not cover the Business's own website, bookings or other services; ask the Business for its own policy.
1. Who is responsible
The Business decides what its Page or account is used for and receives your messages. Limitless builds and runs Message Triage on the Business's behalf and handles your information only to provide that service. Message Triage is set up individually for each Business at the Business's request. It is not a public app, and you cannot sign up for it.
Contact: [email protected]
2. What we collect
We receive information only when you send a direct message to a Business that uses Message Triage, through Meta's Messenger or Instagram messaging platform. We do not collect anything from people who have not messaged the Business, and we do not read comments, posts, your friends list or your profile.
InformationSourceThe text of your message and the time it was sentMeta webhookYour Meta-scoped sender ID (an identifier that is specific to the Business's Page or account, not your Facebook or Instagram user ID)Meta webhookYour display name, only if Meta provides itMeta webhookWhich channel you used (Messenger or Instagram)Meta webhookUp to your last 6 messages in that conversation from the past 24 hours, including the Business's replies, used for contextMeta Graph API
We do not collect your email address, phone number, payment details, location or contacts. Please do not send payment card numbers or other sensitive details in a message; if you do, they will be handled like any other message text.
Photos, stickers, voice messages, story reactions and read or delivery receipts are recognised and set aside without being analysed. We do not store the content of attachments.
3. How we use it
To understand your message. An AI classifier checks whether you are asking one of the Business's common questions (for example about amenities, food or activities) or whether a person needs to handle it (for example a reservation change, an event enquiry, a complaint or anything unusual).
To reply. If your question is covered by answers the Business has already approved, an AI model writes a short reply using only that approved text, and we send it to you through Messenger or Instagram. If the approved answers do not fully cover your question, no automated reply is sent.
To pass messages to a person. Anything else is emailed to the Business so a person can reply to you directly. Messages that are not meant to be answered, such as stickers or reactions, are ignored.
To keep a record and improve accuracy. We keep a log of each message and what was done with it, so the Business can review the assistant's decisions, correct mistakes, and avoid answering the same message twice.
We do not use your messages for advertising, we do not sell or rent your information, and we do not build profiles of you. Automated replies are limited to the Business's approved answers. A person at the Business reviews anything outside them.
4. Who we share it with
We share information only as needed to run the service:
Meta Platforms (Facebook, Messenger and Instagram), which delivers your messages to us and delivers our replies to you. Meta's own privacy policy applies to your use of its platforms.
The Business whose Page or account you messaged, which receives messages that need a person, including your message text, display name (if provided), sender ID and the time it was sent.
AI service providers that process your message text and the recent conversation context to classify it and write a reply: OpenRouter (classification) and Anthropic (reply writing). We send them only the message content needed for that purpose, not your name or sender ID. We do not permit them to use this content to train their models.
Our workflow and hosting providers, which run the automation and store the message log on our behalf.
Authorities, if the law requires it.
These providers may process information outside Canada, including in the United States.
5. How long we keep it
We keep the message log for as long as the Business needs it to respond to enquiries and review the assistant, and delete log entries after 12 months. Conversation context fetched from Meta (section 2) is used to process your message and is not stored by us, apart from what the log keeps. Emails sent to the Business are kept by the Business under its own practices. We delete earlier on request (section 7).
6. Security
Message Triage is reached only through a private, unguessable webhook address, and access to the message log and credentials is limited to the people who run the service. Connections to Meta and to our AI providers use encryption in transit. No system is perfectly secure, so please do not include sensitive information in your messages.
7. Your choices, access and deletion
You can ask us to show you, correct or delete the information we hold about you. Depending on where you live, you may have legal rights to do so.
To delete your data: email [email protected] with the subject "Message Triage data deletion". Tell us which business's Page or Instagram account you messaged, your name as it appears on your profile, and roughly when you messaged. We may ask for more detail to find your messages. We will confirm within 30 days that the matching log entries have been deleted. Because we do not collect your email address, we cannot look you up until you contact us.
You can also remove the Business's access to your public profile information in your Facebook settings under Settings & privacy → Settings → Apps and websites, or in Instagram under Settings → Website permissions. To stop automated replies, simply stop messaging the Business or ask it to reply to you personally. Deleting a conversation in Messenger or Instagram does not delete our log; contact us as above.
Copies held by the Business (for example the escalation emails it received) are controlled by the Business, so ask it directly as well.
8. Children
Message Triage is not directed at children under 13, and we do not knowingly collect information from them. If you believe a child has messaged a Business using Message Triage, contact us and we will delete the information.
9. Changes to this policy
We may update this policy as Message Triage changes. The "Last updated" date above shows the latest version. If a change materially affects how we handle your information, we will say so on this page.
10. Contact
Limitless Marketing Agency
[email protected]