Messaging Platforms Privacy Policy
We keep your information safe and secure.
Messaging Platforms Privacy Policy
Your privacy is important to us. This Messaging Platforms Privacy Policy explains how Cellcast™ Australia Pty Ltd ("Cellcast", "we", "us" and "our") collects, uses, stores and protects information received through third-party messaging platforms connected to Cellcast.
This policy currently applies to **Facebook Messenger**, provided by Meta Platforms, Inc. ("Meta"), when a business connects its Facebook Page to Cellcast.
This policy supplements our general **Privacy Policy**. Our general Privacy Policy continues to apply to your use of Cellcast. Where this policy specifically addresses information received through a messaging platform, this policy applies to that information.
Who does this policy apply to?
This policy applies to:
- Businesses that use Cellcast and connect a Facebook Page or another supported messaging platform to their Cellcast account.
- Authorised employees or users who manage messaging conversations through Cellcast.
- Individuals who communicate with those businesses using Facebook Messenger or another supported messaging platform.
Where an individual communicates with a business through Facebook Messenger, the business determines why and how that conversation is used.
Cellcast processes the information on behalf of that business for the purpose of providing the Cellcast messaging service.
What information does Cellcast receive?
When a business connects a Facebook Page
When an authorised Cellcast user connects a Facebook Page using Facebook Login for Business, we may receive information from Meta including:
- The Facebook Page ID
- The Facebook Page name
- A Page access token required to receive and send messages for the connected Page
- The Facebook user identifier associated with the person connecting the Page
- Information about Pages that the authorised Facebook user manages, so they can choose which Pages to connect
Cellcast only connects and stores information relating to Pages selected by the authorised user.
When someone sends a message
When an individual sends a message to a connected Facebook Page, Cellcast may receive:
- The sender's Page-scoped Facebook identifier
- The sender's first name and last name
- The sender's profile picture
- The content of messages exchanged with the Page
- Images, documents and other attachments included in those conversations
- Message timestamps
- Message delivery and read status
- Other messaging events supplied by Meta that are required to operate or secure the integration
Cellcast does not request or receive a sender's Facebook password, friends list, contacts, posts or unrelated Facebook activity.
How does Cellcast use this information?
We use information received through Facebook Messenger only where necessary to provide, maintain and secure the Cellcast messaging service for the business that connected the Facebook Page.
This includes:
- Displaying Facebook Messenger conversations within the business's Cellcast Inbox
- Displaying information such as a sender's name and profile picture so authorised users know who they are communicating with
- Allowing authorised users to read and respond to Messenger conversations from Cellcast
- Sending messages to Meta when an authorised user chooses to send a reply
- Maintaining delivery, read and other messaging statuses
- Allowing a business to associate a Messenger sender with an existing contact or customer record within its own Cellcast account
- Preventing duplicate message processing
- Detecting invalid or unauthorised requests
- Providing technical support
- Maintaining the security and availability of the service
- Complying with applicable legal obligations
Facebook Messenger replies through Cellcast are initiated by authorised users of the business.
Cellcast does not sell personal information received through Facebook Messenger.
Cellcast does not use Messenger information to create advertising profiles of senders or for advertising unrelated to the business with which the sender is communicating.
Is this information shared or disclosed?
Cellcast is not in the business of selling personal information.
Information received through a messaging platform may be accessed or disclosed only where necessary to provide and operate the Cellcast service.
The business using Cellcast
Authorised users of the Cellcast account that connected the Facebook Page may access conversations and related information according to the permissions assigned by that business.
Information belonging to one Cellcast customer is kept separate from information belonging to other Cellcast customers.
Cellcast personnel
Authorised Cellcast employees, contractors or service personnel may access information where reasonably necessary to:
- Provide technical support
- Investigate problems
- Maintain the service
- Protect the security of the platform
- Comply with legal obligations
Access is limited according to internal access and security controls.
Service providers
Cellcast uses third-party infrastructure and technology providers to operate its services, including cloud hosting, database and file storage providers.
These providers receive only the information required to perform their services for Cellcast and are subject to applicable confidentiality, privacy and security requirements.
Meta
Information is exchanged with Meta where necessary to receive and send Facebook Messenger communications and maintain the integration.
Legal requirements
We may disclose information where required by law or where reasonably necessary to protect the rights, security or property of Cellcast, our customers, users or the public.
How does Cellcast protect messaging information?
Cellcast takes appropriate organisational and technical measures to protect personal information against unauthorised access, disclosure, alteration, loss or destruction.Security measures used for messaging platform integrations include:
- Encrypted network communications using HTTPS
- Protection of credentials and platform access tokens
- Encryption of sensitive identifiers and credentials where appropriate
- Verification of messaging platform webhook requests before they are processed
- Access controls limiting data access to authorised users and systems
- Separation of data between Cellcast customer accounts
- Monitoring and logging used to maintain the security and reliability of the platform
- Internal access controls for Cellcast personnel
Some profile pictures and message attachments may be copied to Cellcast-managed storage where required to provide the messaging service, including where the original links supplied by Meta are temporary.
How long does Cellcast keep messaging information?
Cellcast retains personal information only for as long as necessary for the purpose for which it was collected, subject to our contractual and legal obligations.
Unless another retention period has been agreed with the relevant customer, information is retained in accordance with the retention practices described in our general Privacy Policy.
Certain technical information may also be temporarily retained in system logs, backups or security records where necessary for:
- Service operation
- Security
- Troubleshooting
- Fraud prevention
- Compliance with legal obligations
Where information is no longer required, we will delete it, anonymise it or otherwise make it inaccessible in accordance with our applicable retention procedures.
What happens when a Facebook Page is disconnected?
A business can disconnect a Facebook Page from Cellcast through its integration settings.
Once the Page has been disconnected, Cellcast stops processing new Messenger communications through that connection.
Information already received through the Page may remain as part of the business's existing conversation or customer records, subject to the business's retention settings, applicable agreements, our Privacy Policy and applicable law.
The Page may be reconnected later by an authorised user.
How can a business delete its data?
Businesses using Cellcast can manage customer and conversation information through the Cellcast platform and can disconnect a Facebook Page through the integration settings.
Businesses may also contact Cellcast to request access to, correction of or deletion of information associated with their account.
Requests can be sent to:
**support@cellcast.com.au**
Where appropriate, Cellcast will verify the request before processing it.
Your privacy rights
Depending on where you live, you may have rights regarding your personal information, including rights to:
- Request access to personal information
- Request correction of inaccurate information
- Request deletion of information
- Object to or restrict certain processing
- Make a complaint regarding the handling of your personal information
Where Cellcast processes information on behalf of a business, we may refer your request to that business or work with the business to respond to the request.
Individuals in Australia may also lodge a privacy complaint with the [Office of the Australian Information Commissioner (OAIC)](https://www.oaic.gov.au/).
Third-party messaging platforms
Facebook Messenger is provided by Meta and is governed by Meta's own terms, policies and privacy practices.
Cellcast is not responsible for Meta's independent collection or use of information outside the Cellcast service.
We recommend reviewing Meta's privacy policies to understand how Meta processes information when you use Facebook or Facebook Messenger.
Changes to this policy
We may update this Messaging Platforms Privacy Policy from time to time to reflect:
- Changes to Cellcast services
- New messaging platform integrations
- Changes to how integrations operate
- Changes to legal or regulatory requirements
- Changes to our privacy and security practices
When this policy is updated, the revised version will be published on this page and the **Last updated** date will be changed.
Contacting Cellcast
If you have questions about this Messaging Platforms Privacy Policy, how Cellcast handles information received through messaging platforms, or would like to make a privacy request, please contact:
**Cellcast™ Australia Pty Ltd**
Level 2, 40 Porter St
Prahran VIC 3181
Australia
**Email:** support@cellcast.com.au
**Phone:** +61 (03) 8560 7025
For information about Cellcast's broader privacy practices, please also refer to our [Privacy Policy]
