Privacy
Privacy Policy
How Encore Systems handles website, product, customer support, and Meta-connected webhook data.
Encore Systems provides IT and software products for e-commerce, customer service, CRM, ticketing, knowledge base, workforce management, AI chat bot, and smart digital operations. This Privacy Policy explains how Encore Systems collects, uses, stores, shares, and protects information when people visit our website, contact us, use our products, or interact with business channels connected to Meta products.
Information we collect
We may collect contact details such as name, company, email address, phone number, job title, and messages submitted through website forms, demos, support requests, chat widgets, or sales conversations.
When a customer uses Encore products connected to Meta technologies, we may process information received through authorized Meta webhooks and APIs. This can include Facebook Page comments, Facebook Page messages, Instagram messages, Instagram comments, WhatsApp Business messages, sender or profile identifiers made available by Meta, conversation timestamps, attachments, message status events, page or account identifiers, and related metadata needed to route, display, respond to, report on, or audit customer conversations.
We may also collect product usage information such as login events, role permissions, ticket actions, agent activity, queue events, knowledge base actions, chatbot interactions, device/browser data, IP address, approximate location derived from IP address, and error or security logs.
How we use information
We use information to operate and improve Encore products, deliver requested services, provide customer support, respond to inquiries, route conversations to agents, create tickets, maintain CRM records, power knowledge base and AI-assisted workflows, send service notifications, protect accounts, prevent abuse, troubleshoot technical issues, maintain audit trails, and comply with legal, security, contractual, and platform obligations.
Meta platform data
Encore Systems may receive data from Meta only when a business customer authorizes our application or integration for its Facebook Page, Instagram account, WhatsApp Business Account, or related Meta asset. We process that data to provide the requested business software functions, such as inbox management, comment management, webhook processing, ticket creation, chatbot handoff, reporting, and response workflows.
Encore Systems does not sell Meta platform data. We do not use Meta platform data for unrelated advertising, profiling, or purposes outside the functionality authorized by the connected business customer. We do not transfer Meta platform data to third parties except service providers that help us host, secure, maintain, or deliver the product, or when required by law or by the customer using the product.
AI-assisted features
Some Encore products may include AI-assisted reply drafting, chatbot automation, classification, summarization, or knowledge suggestions. Where AI features are enabled, customer conversation content may be processed to generate the requested automation or support output. We design these features for business support workflows and recommend that customers review AI-generated replies before sending where human review is appropriate.
Cookies and analytics
We use cookies and similar technologies to keep the website working, remember preferences, improve security, understand website performance, and support optional analytics or chat features. More details are available in our Cookies Policy.
Sharing and processors
We may share information with trusted infrastructure, hosting, analytics, communication, email, security, payment, or support providers that process information on our behalf under contractual confidentiality and security obligations. We may also share information with a customer administrator when the information belongs to that customer's workspace, with Meta where required for connected Meta product functionality, or with authorities when legally required.
Retention
We keep information only as long as needed for the purposes described in this policy, including service delivery, security, audit, backup, dispute resolution, legal compliance, and contractual obligations. Meta webhook and messaging data is retained according to the connected customer's configuration, product plan, legal requirements, and operational needs. Customers may request deletion or export of their workspace data subject to identity, authorization, security, and legal checks.
Data deletion requests
To request deletion of personal data or Meta-connected data processed by Encore Systems, contact us at hello@encoresystem.com with the subject "Data Deletion Request". Please include enough information for us to verify the relevant account, business workspace, Meta Page, Instagram account, WhatsApp Business Account, message, ticket, or interaction. We will review the request and respond according to applicable law, platform requirements, and our contractual obligations to the business customer that controls the workspace.
Security
We use administrative, technical, and organizational safeguards designed to protect information from unauthorized access, loss, misuse, disclosure, alteration, or destruction. These safeguards may include access controls, authentication, encrypted transport, logging, backups, least-privilege permissions, secure deployment practices, and monitoring. No internet service can guarantee absolute security.
International processing
Encore Systems may process information in Bangladesh and in other countries where our service providers, infrastructure, or customers operate. When information is transferred internationally, we use reasonable safeguards required by applicable law and contractual obligations.
Your choices and rights
Depending on your location and relationship with Encore Systems, you may have rights to access, correct, delete, export, restrict, or object to certain processing of your personal data. Business users should contact their workspace administrator first when the data belongs to an organization using Encore products. You may also contact Encore Systems directly at hello@encoresystem.com.
Children
Encore Systems products and this website are intended for business use and are not directed to children. We do not knowingly collect personal information from children.
Changes to this policy
We may update this Privacy Policy when our products, integrations, legal requirements, or platform obligations change. The updated version will be posted on this website with a new effective date.
Contact
Encore Systems
Dhaka, Bangladesh
Email: info@encore-system.com