1. Data We Collect
Account data: the name, email address, and phone number of the business owner who uses Trackye, and details about the business you add (name, category, location, hours, products, prices, offers, FAQs, and brand voice).
Connected-platform data: when you connect a Google, Meta, or WhatsApp account, we access only the data covered by the permissions you grant, described in sections 2 and 3.
Customer interaction data: to do their work, agents process messages, comments, and reviews that your customers send to your business on connected channels. This can include a customer's name, phone number, profile name, and message content.
Technical data: IP address, browser type, and usage logs, used for security, rate limiting, and diagnosing errors.
2. Google API Services & Data Use
When you connect a Google account, Trackye may request these scopes, each used only for the stated purpose: openid, email, and profile (to identify the Google account you connect); business.manage (to read your Google Business Profile reviews, rating, and insights, post replies to reviews, and publish updates to your profile when you or an agent you've authorized takes that action); youtube.readonly and yt-analytics.readonly (to identify your channel and read performance of videos you own); youtube.upload (to upload videos you choose to publish); and youtube.force-ssl (to read and reply to comments on your videos).
Trackye's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. Google user data is used only to provide the features you use in Trackye. It is never sold, never used for advertising, never used to build user profiles for any other purpose, and never used to train generalized AI or machine-learning models. Humans do not read it except with your explicit consent (for example, for support), for security investigations, or to comply with law.
This application uses YouTube API Services. By connecting a YouTube account you agree to the YouTube Terms of Service (https://www.youtube.com/t/terms) and acknowledge the Google Privacy Policy (https://policies.google.com/privacy). You can revoke Trackye's access at any time at https://myaccount.google.com/permissions.
3. Meta Platforms Data Use
When you connect Facebook, Instagram, or WhatsApp, Trackye requests only the permissions its agents need: pages_show_list and pages_read_engagement (to list your Pages and read post performance); pages_manage_posts and instagram_content_publish (to publish posts you schedule or approve); pages_manage_engagement and instagram_manage_comments (to read and reply to comments, and hide spam); pages_messaging and instagram_manage_messages (to read and reply to direct messages sent to your business); instagram_basic and instagram_manage_insights (to read your Instagram Business profile, media, and insights, and public metrics of competitor business accounts you choose to track); and whatsapp_business_management, whatsapp_business_messaging, and catalog_management (to connect your WhatsApp Business number, send and receive messages on it, and keep your WhatsApp product catalog in sync with your inventory).
Trackye does not access your Meta payment methods. Access tokens are encrypted and used only to perform the actions and read the data described above for your own business.
4. How AI Agents Use Your Data
Agents use your business details, product and inventory data, and the relevant customer conversation to draft replies, posts, and ad changes. Drafts are generated by an AI model provider (listed in our Data Processing Agreement), which processes the data only to return a response to us.
We do not use your data, your customers' data, or data received from Google or Meta to train generalized AI models, and our AI model provider does not use it to train its models.
Every agent starts in approval mode: actions are shown to you in Trackye before they are carried out. You can choose which routine actions run automatically, and every action an agent takes is recorded in your activity log.
5. Your Customers' Data
For data about your customers (people who message, comment on, or review your business), you are the controller and Trackye processes it on your behalf, as described in our Data Processing Agreement. You are responsible for having a lawful basis to contact your customers, including their opt-in before you send them WhatsApp messages or review requests. Trackye records these opt-ins so you can show when and how each was given.
A customer who wants their data removed should contact the business they interacted with. We will help that business delete it, and we act on direct requests as described on our Data Deletion page.
6. Data Security
Data is encrypted in transit (TLS) and at rest. OAuth and platform access tokens are additionally encrypted with AES-256-GCM. Each business's data is isolated with database row-level security, and agents act under a restricted identity that can only reach its own business's data. Details are on our Trust & Security page (https://trackye.com/security).
7. Sharing & Sub-processors
We never sell personal data. We share data only with the sub-processors that run Trackye (hosting, database, file storage, AI model providers, website reading, rate limiting, email, payments) and with the platforms you connect, to perform the actions you or your agents take. The current list is in our Data Processing Agreement (https://trackye.com/dpa).
8. Retention
We keep your data while your business account is active. Disconnecting a platform deletes its access tokens immediately. Deleting your business account starts a 30-day grace period, after which all its data, including customer conversations and contacts, is permanently deleted. Backups roll off on our standard backup cycle.
9. Your Rights
You can access, correct, export, or delete your data at any time, and withdraw any platform permission by disconnecting it in Trackye or in the platform's own settings. Step-by-step instructions are on our Data Deletion page (https://trackye.com/data-deletion). For any privacy request, email privacy@trackye.com.
Questions about this document? Email privacy@trackye.com.