Sale AgentPrivacy Policy
Sale Agent ("Sale Agent", "we", "us") is a software service that helps online shops in Vietnam answer customer messages on Facebook Messenger, Zalo Official Account and Zalo personal accounts, and turn those conversations into orders that a member of the shop's staff approves.
1. Two groups of people, two different roles
This policy covers two groups, and the difference matters:
- Shop users — the shop owner and their staff, who hold a Sale Agent account. For their account data, Sale Agent is the controller.
- End customers — people who message a shop on Facebook or Zalo. They do not have a Sale Agent account. For their data, the shop is the controller and Sale Agent is the processor: we handle that data on the shop's instructions, to provide the service the shop asked for. Questions about how a particular shop uses your messages should go to that shop first; we will help either way.
2. What we collect
2.1 From shop users
- Name, e-mail address and a one-way hash of the password. We never store a password in readable form.
- The company (workspace) name, the role of each member, and the subscription plan.
- Content the shop uploads to teach the assistant: product catalogue, prices, knowledge articles, files and images.
2.2 From Facebook, when a Page is connected
Nothing is received from Facebook until a shop owner who administers a Page explicitly connects it. At that moment we receive and store:
- The identifier and name of the Page that was selected.
- The Page access token for that Page, held server-side and used only to receive and send messages for that Page.
We also receive, but do not store, the list of other Pages the person administers — it is shown once so they can choose which Page to connect, and is discarded as soon as the choice is made.
While a Page is connected, Facebook sends us the messages that customers send to that Page. For each such message we store the message text or attachment, the platform-scoped identifier of the sender, the timestamp, and — where the platform provides it — the sender's display name and profile picture.
We do not request, receive or store a person's Facebook friend list, e-mail address, birthday, gender, photo albums, ad accounts or any other profile field. Sale Agent does not use Facebook Login to create or authenticate Sale Agent accounts.
2.3 From Zalo
The same principle applies to a connected Zalo Official Account or Zalo personal account: the account identifier and access credentials, and the messages exchanged with customers on that account.
2.4 From end customers, inside a conversation
- What the person types or sends: text, images, and details they volunteer such as name, phone number and delivery address.
- The order built from that conversation: items, quantities, prices, status and its history.
2.5 Technical records
- Server logs (request time, path, status, IP address) kept for security and troubleshooting.
- A record of every call made to an AI model, with the shop, the feature, token counts and cost — this is how plan limits and billing are calculated.
- Error reports, which may contain a stack trace and the identifiers of the records involved.
We do not use advertising cookies or third-party trackers. The web application stores a session token and a few interface preferences in your browser.
3. Why we use it
- To receive, display and reply to messages on the channels a shop has connected — the core purpose.
- To generate a reply grounded in the shop's own catalogue and knowledge base, and to record the source of every factual statement.
- To build orders for the shop's staff to approve, and to keep the customer profile and order history that the shop needs to serve that customer.
- To operate, secure and support the service, calculate plan usage, and comply with the law.
We do not sell personal data. We do not use end-customer message content for advertising, and we do not share one shop's data with another shop.
4. AI processing
Please read this section. To produce a reply, Sale Agent sends the recent messages of the conversation, together with relevant extracts of the shop's own catalogue and knowledge base, to a third-party AI model provider (currently Google and OpenAI, through their business APIs).
This is done solely to generate that reply. We do not send data to these providers for advertising, and we do not sell it. These providers process the request on servers that may be located outside Vietnam.
The assistant is instructed to state facts only when a source exists in the shop's own data, and to hand the conversation to a person when it does not. It cannot confirm, ship or complete an order — only a member of the shop's staff can.
5. Who else sees the data
- Meta Platforms and Zalo (VNG) — necessarily, because that is where the messages travel to reach the customer.
- AI model providers — as described in section 4.
- Our hosting and infrastructure provider, which stores the database and files.
- An error-monitoring service, which receives technical error reports.
- Authorities, where a valid legal request requires it.
Each of these receives only what it needs for its function. None of them is permitted to use the data for its own purposes.
6. How long we keep it
- Access tokens — deleted immediately when the channel is disconnected.
- Conversations, customer profiles and orders — for as long as the shop's account is active, because the shop needs its own sales history. A shop can delete individual records at any time.
- Everything belonging to a closed account — deleted within 30 days of the closure or of a deletion request.
- Server and error logs — up to 90 days.
- Records we must keep by law (for example invoicing records) — for the period the law requires, and nothing beyond it.
7. How we protect it
- All traffic to the service is encrypted in transit (HTTPS).
- Every business record carries the identifier of the shop that owns it, and every query is filtered by it, so one shop cannot read another's data. Uploaded files are stored in a per-shop folder.
- Channel access tokens are held server-side and are never sent to the browser.
- Access by our staff is limited to what is needed to operate and support the service.
No system is perfect. If a breach affects your data, we will notify the affected shops without undue delay.
8. Your rights
You may ask us to give you a copy of your data, correct it, or delete it. Shop users can do most of this directly in the application; end customers should contact the shop they were messaging, or write to us and we will pass the request to that shop and act on it.
Full instructions, including how to remove Sale Agent from your Facebook account, are on the Data deletion page.
9. Children
Sale Agent is a business tool and is not directed at children. We do not knowingly collect data from anyone under 16. If you believe we hold such data, write to us and we will delete it.
10. International transfers
Our servers are operated for the Vietnamese market, but the AI model providers and the error-monitoring service described above may process data outside Vietnam. We only use providers that offer contractual safeguards for such processing.
11. Changes to this policy
If we change this policy we will update the date at the top of this page, and for any material change we will notify shop users inside the application before it takes effect.
12. Contact
Questions, requests or complaints about privacy:
E-mail: support@lanhiatelier.com
Sale Agent · Ho Chi Minh City, Vietnam
We answer privacy requests within 30 days.