Privacy Policy

Last updated: July 29, 2026

Encore Systems Limited (“Encore Systems,” “Encore,” “we,” “our” or “us”) provides enterprise software for commerce, customer service and digital operations.

This Privacy Policy explains how we collect, receive, use, store, share and protect information when people:

• visit encore-system.com;
• contact our sales or support teams;
• request a demonstration;
• use an Encore software product;
• interact with a business using Encore software;
• communicate through webchat, Facebook, Messenger, Instagram or WhatsApp;
• connect a Meta business asset to an Encore application; or
• use an Encore API, integration or AI-assisted feature.

By using our website or Services, you acknowledge the practices described in this Privacy Policy.

1. Scope of This Policy

This Privacy Policy applies to Encore’s websites, applications, APIs, integrations and products, including:

• Awani AI Chat Bot;
• Omni-Channel Smart Digital Solutions;
• e-commerce platforms;
• CRM and customer-management systems;
• ticketing and helpdesk systems;
• knowledge base systems;
• workforce and service-management tools; and
• related implementation, hosting and support services.

When Encore processes information for a business customer, that business may control how and why the information is used. In those situations, you should also review the business customer’s privacy policy.

2. Our Roles

Depending on the circumstances, Encore may act as:

• a data controller when we determine how information is used for our website, sales, billing, security or business administration; or
• a processor or technology provider when we process information on behalf of a business customer using an Encore product.

Business customers are responsible for providing required privacy notices and obtaining appropriate permissions from their users and customers.

3. Information We Collect

3.1 Information provided directly to us

We may collect:

• name;
• business or organisation name;
• job title;
• email address;
• phone number;
• billing and business contact details;
• information submitted through forms;
• demonstration and quotation requests;
• support enquiries;
• messages and attachments;
• feedback; and
• other information you voluntarily provide.

3.2 Account and workspace information

When someone uses an Encore product, we may collect:

• account name and identifier;
• username and business email;
• organisation or workspace;
• department and role;
• user permissions;
• authentication and login records;
• language and interface preferences;
• assigned channels, queues or teams; and
• account configuration and administrative activity.

Passwords are expected to be stored using secure one-way hashing rather than as readable text.

3.3 Customer-service and communication data

Encore products may process:

• customer messages;
• agent replies;
• internal notes;
• comments and mentions;
• conversation history;
• call or interaction references;
• attachments and media;
• ticket and case information;
• customer contact details;
• tags, priorities and dispositions;
• assignment and transfer history;
• service-level information;
• chatbot interactions;
• feedback and survey responses; and
• timestamps and delivery status.

3.4 Meta Platform Data

When a business customer authorises an Encore application to connect with a Meta asset, Encore may receive information through Meta APIs, webhooks and authorised permissions.

Depending on the approved permissions and connected functionality, this may include:

• Facebook Page identifiers and information;
• Facebook Page messages and comments;
• Messenger conversations;
• Instagram professional account identifiers;
• Instagram messages, comments and mentions;
• WhatsApp Business Account and phone-number identifiers;
• WhatsApp Business messages;
• sender names or profile identifiers made available by Meta;
• message attachments and media;
• reactions and message-status events;
• message and conversation timestamps;
• webhook events;
• Page, account or business identifiers;
• authorised permission and connection information; and
• related metadata required to route, display, respond to, audit or report on conversations.

Encore only requests Meta permissions needed to provide the approved functionality.

3.5 E-commerce information

When customers use Encore’s e-commerce products, we may process:

• customer and account information;
• product searches and browsing activity;
• wishlists;
• shopping-cart contents;
• orders and order status;
• delivery information;
• payment status and transaction references;
• refund and return information;
• product reviews;
• support requests; and
• catalogue, price, stock and availability information.

Encore may receive transaction references from payment providers, but should not store complete payment-card details unless specifically required and handled through an appropriately secured and compliant payment environment.

3.6 AI-assisted interaction data

When AI-enabled features are used, we may process:

• customer questions;
• conversation context;
• selected knowledge base content;
• product and catalogue information;
• chatbot instructions;
• language and intent classifications;
• generated answers;
• confidence and retrieval information;
• human-handoff events;
• user feedback; and
• reviewed training or quality-assurance information.

3.7 Technical and usage information

We may automatically collect:

• IP address;
• browser and device type;
• operating system;
• referring page;
• approximate location derived from IP address;
• session and login information;
• pages or features used;
• API activity;
• error reports;
• performance information;
• security events;
• audit logs; and
• cookie or similar technology identifiers.

4. Sources of Information

We may receive information:

• directly from you;
• from a business customer using Encore products;
• from authorised users and administrators;
• through websites and contact forms;
• through Facebook, Messenger, Instagram or WhatsApp;
• from payment, delivery or communication providers;
• from connected e-commerce or customer systems;
• through APIs and webhooks;
• through cookies and analytics technologies; and
• from security, fraud-prevention or technical service providers.

5. How We Use Information

We may use information to:

• provide, configure and maintain our Services;
• create and manage accounts;
• authenticate users;
• process customer-service conversations;
• route messages to agents or departments;
• create and manage tickets;
• maintain CRM and customer records;
• provide e-commerce functionality;
• process and track orders;
• generate reports and operational analytics;
• provide AI-assisted answers and recommendations;
• retrieve information from approved knowledge sources;
• transfer chatbot conversations to human agents;
• provide technical support;
• respond to sales and demonstration requests;
• communicate service and security notices;
• manage subscriptions, invoices and payments;
• prevent fraud, spam, misuse and security incidents;
• troubleshoot errors and improve reliability;
• maintain audit trails;
• develop and improve our products;
• enforce our Terms of Service;
• comply with legal and contractual obligations; and
• comply with Meta and other third-party platform requirements.

6. Legal Bases for Processing

Where applicable privacy law requires a legal basis, Encore may process personal information based on:

• Contract: processing necessary to provide requested Services;
• Legitimate interests: operating, securing and improving our business and products;
• Consent: where a person has agreed to a specific use;
• Legal obligations: complying with laws, court orders or regulatory requirements; and
• Protection of rights: preventing fraud, enforcing agreements and protecting users or systems.

You may withdraw consent where processing is based on consent. Withdrawal does not affect processing that occurred before consent was withdrawn.

7. Meta Application Privacy

This section applies specifically to information received from or sent through Meta Products.

7.1 Authorisation

Encore receives Meta Platform Data only when:

• a business customer authorises our application;
• Meta approves the applicable permissions;
• a user interacts with a connected business; or
• Meta sends an authorised webhook or API response.

Connecting an Encore application does not give Encore unrestricted access to a person’s Facebook, Instagram or WhatsApp account.

7.2 How Meta data is used

We may process Meta Platform Data to:

• display messages and comments in a business inbox;
• allow authorised agents to respond;
• route conversations to appropriate teams;
• create support tickets or CRM records;
• provide chatbot responses;
• support human-agent handoff;
• provide product or order guidance;
• process message delivery events;
• maintain conversation history;
• create authorised operational reports;
• protect the integration from misuse; and
• support the business customer that connected the Meta asset.

7.3 Restrictions on Meta data

Encore does not:

• sell or purchase Meta Platform Data;
• use Meta Platform Data for surveillance;
• use it to unlawfully discriminate;
• use it to make prohibited eligibility decisions;
• use it for unrelated advertising or profiling;
• attempt to reverse-engineer or re-identify protected data;
• combine data between unrelated customer tenants;
• request restricted data that is unnecessary for the approved functionality; or
• disclose it except as permitted by Meta policies, applicable law or an authorised customer instruction.

Encore processes each business customer’s Meta Platform Data separately from that of other customers.

7.4 Meta messaging permissions

Business customers are responsible for obtaining legally sufficient consent before contacting people through Messenger, Instagram or WhatsApp.

Customers must provide appropriate opt-out mechanisms and promptly honour requests to stop communications.

Encore may restrict messaging functionality where necessary to comply with Meta messaging windows, approved-template requirements, customer opt-outs or other platform policies.

7.5 Meta’s independent processing

Meta separately collects and processes information according to its own policies. Encore does not control Meta’s independent privacy practices.

You can learn more through the:

• Meta Privacy Policy;
• Meta Platform Terms;
• Meta Developer Policies; and
• WhatsApp Business Messaging Policy.

8. AI-Assisted Processing

Encore products may use artificial intelligence to provide:

• chatbot responses;
• answer retrieval;
• language detection;
• Bangla or Banglish processing;
• intent classification;
• suggested replies;
• conversation summaries;
• knowledge recommendations;
• product recommendations; and
• human-agent escalation.

Conversation content may be processed by Encore systems and carefully selected infrastructure or AI service providers to generate the requested output.

Encore does not sell conversation content or Meta Platform Data. We do not use Meta Platform Data to train unrelated general-purpose public AI models.

AI-generated answers may be inaccurate. Business customers are responsible for configuring approved knowledge sources and determining when human review is appropriate.

9. Cookies and Similar Technologies

Encore may use cookies, local storage, pixels, SDKs and similar technologies to:

• operate website and login functions;
• maintain secure sessions;
• remember preferences;
• provide webchat;
• detect abuse;
• measure website performance;
• understand feature usage; and
• support optional analytics or marketing tools.

Where required by law, optional cookies will be activated only after appropriate consent.

More information is available in our Cookies Policy.

10. Meta Business Tools

If Encore uses the Meta Pixel, Conversions API, Facebook Login, social plugins or another Meta Business Tool, Meta may collect or receive website or application information.

Where required, Encore will:

• provide appropriate notice;
• obtain necessary cookie or tracking consent;
• maintain a lawful basis for sharing information;
• avoid sending prohibited sensitive information; and
• provide available opt-out choices.

Meta processes Business Tool Data according to the Meta Business Tools Terms.

11. How We Share Information

Encore may share information with:

Service providers

Trusted providers that help us deliver:

• cloud hosting;
• data storage;
• security and monitoring;
• email and communication services;
• AI-assisted processing;
• analytics;
• payment processing;
• technical support; and
• backup and disaster recovery.

Service providers are expected to process information only for authorised purposes and under appropriate confidentiality and security obligations.

Business customers and administrators

If your information belongs to a business workspace, authorised customer administrators, supervisors or agents may access it according to their permissions.

Connected platforms

We may send information to Meta or another connected service when necessary to deliver an authorised reply, action, integration or transaction.

Legal and safety purposes

We may disclose information when reasonably necessary to:

• comply with law or valid legal process;
• respond to competent authorities;
• protect people from harm;
• investigate fraud or security incidents;
• enforce agreements; or
• protect Encore’s rights and systems.

Business transactions

Information may be transferred as part of a merger, financing, acquisition, restructuring or sale of relevant business assets, subject to appropriate safeguards.

12. Sale of Personal Information

Encore does not sell personal information or Meta Platform Data for monetary compensation.

We do not broker customer conversations, contact lists or Meta identifiers.

If our practices change in a way that applicable law defines as a “sale” or “sharing,” we will provide required notice and choices before that change takes effect.

13. Data Retention

Encore keeps information only for as long as reasonably necessary for:

• service delivery;
• customer configuration;
• security;
• backups;
• audit trails;
• dispute resolution;
• legal compliance; and
• contractual obligations.

Retention periods may depend on the customer’s configuration, service plan, legal requirements and the type of information.

Unless retention is legally required, Meta Platform Data will be deleted or de-identified as soon as reasonably possible when:

• it is no longer necessary for an authorised purpose;
• the relevant customer account is closed;
• the connected service is discontinued;
• a verified user or customer requests deletion;
• Meta requests deletion; or
• deletion is required by law or Meta policy.

Information in routine backups may remain until those backups are securely overwritten.

14. Data Deletion Instructions

All users who interact with an Encore application may request deletion of their personal information, including Meta Platform Data.

How to submit a deletion request

Email:

info@encore-system.com

Use the subject:

Data Deletion Request

Include, where applicable:

• your name and contact information;
• the Encore account or workspace;
• the connected company or business;
• the relevant Facebook Page;
• the Instagram professional account;
• the WhatsApp Business Account or phone number;
• your Meta app-scoped identifier, if known;
• the relevant conversation, ticket or interaction; and
• a description of the information you want deleted.

We may request additional information to verify your identity and authority.

Business users may contact their workspace administrator first, but they may also contact Encore directly.

Disconnecting Meta access

You may remove the Encore application through the connected-app, Business Integration or business-asset settings provided by Meta.

Disconnecting the application stops future access where applicable. It may not automatically delete information already lawfully stored by Encore. Submit a deletion request if you also want stored data removed.

Processing deletion requests

After verification, Encore will delete or de-identify applicable information unless retention is necessary for:

• legal compliance;
• security and fraud prevention;
• dispute resolution;
• protection of legal rights; or
• another lawful obligation.

We will acknowledge the request and provide information about its status within a reasonable period or within the period required by applicable law.

15. Your Privacy Rights

Depending on your location, you may have the right to:

• request access to personal information;
• request correction of inaccurate information;
• request deletion;
• obtain a portable copy;
• restrict certain processing;
• object to certain processing;
• withdraw consent;
• opt out of marketing communications; and
• complain to an applicable data-protection authority.

Rights may be limited where exceptions under applicable law apply.

Encore may verify your identity and authority before completing a request. If information belongs to a customer-controlled workspace, we may refer the request to that customer or coordinate with its administrator.

16. Communications and Marketing

Encore may send service-related communications concerning:

• account administration;
• security;
• support;
• billing;
• product changes; and
• operational notices.

Where permitted, we may also send marketing communications. You may unsubscribe through the message instructions or by contacting us.

Opting out of marketing does not prevent necessary service or security communications.

17. Security

Encore uses reasonable technical, organisational and administrative measures designed to protect information.

These measures may include:

• encrypted network transport;
• authentication and access controls;
• role-based permissions;
• password hashing;
• tenant separation;
• logging and monitoring;
• secure development and deployment practices;
• backups;
• vulnerability management; and
• least-privilege access.

No system can guarantee absolute security. Users must also protect their credentials and devices.

Suspected security issues should be reported to info@encore-system.com.

18. International Data Processing

Encore is based in Bangladesh. Information may be processed in Bangladesh or other countries where our customers, infrastructure or service providers operate.

Those countries may have different privacy laws. Where required, Encore will use reasonable contractual, technical or organisational safeguards for international transfers.

19. Children’s Privacy

Encore’s website and products are designed for businesses and are not directed to children.

We do not knowingly collect personal information from children without appropriate authorisation. Customers must not use Encore products to unlawfully collect information from children.

If you believe a child’s information has been provided improperly, contact info@encore-system.com.

20. Automated Decision-Making

Encore AI and automation features are primarily designed to support customer service, commerce and internal workflows.

Encore does not intend AI features to make final legal, employment, credit, insurance, healthcare or similarly significant decisions about individuals without appropriate customer controls and human review.

21. Third-Party Websites and Services

Our website and products may contain links to or integrations with third-party services.

Third parties operate under their own privacy policies and terms. Encore is not responsible for privacy practices independently controlled by those third parties.

22. Changes to This Privacy Policy

We may update this Privacy Policy when our products, processing practices, legal obligations or platform requirements change.

The updated policy will be published with a revised “Last updated” date. Where appropriate, we may provide additional notice through the Services or by email.

23. Contact Us

For privacy questions, rights requests, Meta data requests or deletion requests, contact:

Encore Systems Limited

65/B, Baitul Mukarram North Gate

Paltan, G.P.O., Dhaka 1000

Bangladesh

Email: info@encore-system.com

Website: https://encore-system.com