ReplyNest Privacy Policy

ReplyNest is operated by Tianjin Hexi District Lianke Zhiyun Network Technology Co., Ltd. (Chinese registered name: 天津市河西区联客智云网络科技有限公司). Registered address: Room 531, Building 2, Hengsheng Building, east side of Liujiang Road, Hexi District, Tianjin, China. For privacy requests, account deletion, complaints or questions, email support@fs.replynest.cn.

This policy applies to the ReplyNest website, operations console and related customer-support SaaS. We determine how account, member and service-security data is processed. When a business uses ReplyNest for its customer conversations, contacts and business materials, that business normally determines the business purpose and rules, while we process the data under its lawful instructions. The business remains responsible for notices and other lawful grounds required for its customers.

Account and organization data includes business name, member name, work email, mainland China mobile number, password hash, verification status, roles and workspace membership.

Channel and business content may include connected account identifiers, customer profiles, conversations, attachments, comments, knowledge files, temporary policies, order-query fields, AI suggestions and human feedback, depending on the features enabled.

Security and operational data may include login and action times, request identifiers, browser and device type, network address and risk signals, CAPTCHA results, audit logs, errors and performance telemetry. We also process plan, order, invoice and immutable ledger records, plus notification delivery status.

We process data as necessary to enter into or perform the service agreement, meet legal obligations, protect account and network security, act on valid consent, or rely on another lawful ground. Purposes include account creation, contact verification, channel integration, support collaboration, grounded AI suggestions, access control, billing, service notices, fraud and abuse prevention, troubleshooting and audit.

Registration verification does not by itself subscribe a phone number or email address to marketing. Where consent is required for marketing or other optional processing, we will ask separately and provide a way to refuse or withdraw it.

When a business enables AI features, ReplyNest may send the current question, business knowledge, applicable policies and necessary conversation context to the model adapter configured for that business or provided by the platform. By default, an authorized person decides whether to use and send the result. Past chats may guide wording but do not automatically become business rules. We retain necessary model, citation, policy-version and feedback records for review and improvement.

We may engage assessed providers for messaging, email, infrastructure, payments, monitoring, CAPTCHA or AI functions, limited to the agreed purpose and minimum necessary scope. We use contracts, access control and least privilege to restrict that processing. We do not disclose personal data to unrelated parties or make it public except where required by law, authorized as applicable, necessary for a feature the business explicitly enables, or transferred as part of a lawful corporate reorganization.

Before public registration opens, we will publish an accessible processor list based on the providers and features actually in use.

Necessary cookies or similar technologies maintain sessions, preserve security state, operate CAPTCHA and prevent cross-site requests. Optional analytics or marketing technologies, if introduced, will have separate controls. Rejecting necessary cookies may prevent login and security features from working.

We retain data for the shortest period necessary for each purpose, considering account duration, business settings, dispute handling, security audit, backup rotation and legal obligations. We delete or anonymize data when the purpose ends and no other lawful ground remains; deletion from backups follows the protected rotation cycle.

Measures include encryption in transit, access control, credential separation, tenant isolation, log minimization, protected backups and audit trails for sensitive actions. No internet service can promise absolute security. If data is or may be leaked, altered or lost, we will take remedial action, assess risk and provide any notice required by applicable law.

Subject to applicable law, you may request access, copies, correction, completion or deletion; withdraw consent; restrict or object to certain processing; request an explanation; or close an account. Email us from your registered address. We may verify identity and business authority to protect the account. For data in a tenant's customer conversations, we assist the relevant business with lawful requests.

The service is designed for businesses and their authorized staff, not children under 14. A business must not use ReplyNest to process children's data without an appropriate lawful ground and safeguards.

This policy will remain accessible and savable. We will prominently explain material changes and obtain renewed consent where required. Acceptance of an older version will not be presented as acceptance of a new version.

This English version is provided for convenience. If it differs from the effective Chinese version, the Chinese version governs to the extent permitted by applicable law.