This policy explains what personal information Replied AI collects, why, who we share it with and the choices you have. It covers our websites (www.replied.ai and flexiqueue.com), the RepliedAI chatbot platform (console.replied.ai) and the Flexiqueue queue system (app.flexiqueue.com and its kiosk, display and staff screens).
Who we are
Replied AI (ABN 30613375214) is based in Melbourne, Australia. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988.
Contact us at hello@replied.ai, or for Flexiqueue at hello@flexiqueue.com.
What we collect
Businesses that use RepliedAI or Flexiqueue
- Your name and email address, from the Google or Facebook account you sign in with.
- Your settings, queues, bots, staff names and the devices you pair.
- Your plan, credits and payment records. Payments are made through PayPal; we never receive your card or bank details.
- Support requests you send us.
- If you connect a Facebook page or a Google Calendar to RepliedAI, the access we need to send messages on that page or to read and add calendar events for bookings.
People who join a Flexiqueue queue
- The mobile number entered at the kiosk, or the Messenger or WhatsApp account used to join, including the name shown on that account.
- Your token number, when you joined and were served, and actions such as moving down or leaving the queue.
- The messages sent to you about your place in the queue, and your replies to the chatbot.
People who chat with a RepliedAI chatbot
- The name and ID from the messaging app you use, the messages you send and the answers the bot asks you for.
Visitors to www.replied.ai
- Google Analytics information about how the site is used, as described under Cookies and analytics.
How we use it
- To run the services: signing businesses in, running queues and chatbots, and sending queue updates by SMS, WhatsApp or Messenger.
- To bill for plans and message credits, and to send account emails such as receipts, plan reminders and support replies.
- To keep the services secure and to fix problems.
- To understand how our website is used, so we can improve it.
We don't sell personal information, and we don't use it for advertising.
Information we hold for businesses
When you join a queue or chat with a business's bot, we hold your information on behalf of that business. The business decides how it uses it, and it's responsible for telling you about that. You can contact the business, or us, about your information.
Cookies and analytics
www.replied.ai uses Google Analytics, which sets cookies (_ga and _ga_*) to count visits and see which pages are used. Google processes this information for us.
- Visitors in the EU, EEA, UK or Switzerland: these cookies are only set if you accept them. We ask the first time you visit.
- Everyone else: the cookies are set when you visit. You can turn them off at any time below, or in your browser settings.
The Flexiqueue apps and console.replied.ai don't use analytics cookies. They only store what's needed to keep you signed in, which you can't turn off while using them.
Who we share it with
We use these service providers to run our services. They only use the information to provide their service to us.
| Provider | What for |
|---|---|
| Google (Firebase and Google Cloud) | Website hosting, sign-in, the database and the cloud functions that run queues; Google Analytics; Google Calendar for bookings |
| OVHcloud | The RepliedAI chatbot server, in Sydney, Australia |
| Meta (Facebook Messenger and WhatsApp) | Sending and receiving chat messages |
| Twilio | Sending SMS messages |
| Resend | Sending account emails |
| PayPal | Taking payments |
| Anthropic | Understanding chat messages when a business's bot uses an AI intent step; the message text is sent for that purpose only |
Some of these providers store or process information outside Australia, including in the United States. Our database is hosted by Google in the United States.
We may also disclose information when the law requires it.
How long we keep it
We keep a business's account information while the account is open. Queue and chat records stay in the business's account until the business deletes them or asks us to. If you'd like your information deleted, contact the business or us.
Your choices and rights
- You can ask to see, correct or delete the personal information we hold about you. Email us and we'll reply within 30 days.
- You can stop chatbot messages at any time by leaving the queue or the chat.
- If you're in the EU, EEA or UK, you also have the right to object to or restrict how we use your information, and to withdraw consent.
- If you're not happy with how we handled a privacy concern, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.
Security
Information is sent over encrypted connections, and access to it is limited by role: for example, a display screen can't see phone numbers and a kiosk can't see the queue's customer list. No system is perfectly secure, so please tell us at once if you think something is wrong.
Changes to this policy
If we change this policy, we'll update the date at the top of this page. For significant changes, we'll also tell business account holders by email.