Last Update: March 18, 2020

This Privacy Policy explains how information about you is collected, used and disclosed Reply, Inc. and its subsidiaries and affiliated companies (“Reply,” “,” “we” or “us”). This Privacy Policy applies to information we collect when you use our websites and chatbot platform services (collectively, the “Services”) or when you otherwise interact with us. If you are a California resident, please see the Note to California Residents section below.

This Privacy Policy does not apply to information we collect about end users of our customers’ websites and online services. Our customers integrate our chatbot services into their websites and online services to provide an easy way to communicate with their end users. We process the information we collect about these end users as a data processor in accordance with our customer agreements. If you are an end user of one of our customer’s applications, and have questions about the information collected through our services, we encourage you to contact that customer directly.

We may change this Privacy Policy from time to time. If we make changes, we will notify you by revising the date at the top of the policy and, in some cases, we may provide you with additional notice (such as adding a statement to our homepage or sending you a notification). We encourage you to review the Privacy Policy whenever you access the Services or otherwise interact with us to stay informed about our information practices and the ways you can help protect your privacy.

Collection of Information

Information you provide to us

We collect information you provide directly to us. For example, we collect information when you create an account, participate in any interactive features of the Services, provide information to our chatbots, fill out a form, make a purchase, apply for a job, communicate with us via third party social media sites, request customer support or otherwise communicate with us. The types of information we may collect include your name, email address, organization name and type, time zone, credit card information and any other information you choose to provide.

Information we collect automatically when you use the services

When you access or use our Services, we automatically collect information about you, including:

Use of Information

We use information about you to:

Sharing of Information

We share information about you as follows or as otherwise described in this Privacy Policy:


The information we collect about you may be transferred to, and accessed from within, the United States, which may not offer the same level of data protection as your home jurisdiction. We will take steps to maintain an adequate level of protection for this information in the jurisdictions in which we process it. If you are a resident of the United Kingdom, European Economic Area (“EEA”), or Switzerland, please see our privacy shield notice below.

Your Choices

Account Information

You may update or correct information you provide as part of your online account by logging into your online account. If you wish to delete your account, please email us at, but note that we may retain certain information as required by law or for legitimate business purposes. We may also retain cached or archived copies of information about you for a certain period of time.


Most web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove or reject browser cookies. Please note that if you choose to remove or reject cookies, this could affect the availability and functionality of our Services.

Promotional Communications

You may opt out of receiving promotional emails from Reply by following the instructions in those emails. If you opt out, we may still send you non-promotional emails, such as those about your account or our ongoing business relations.

Contact Us

If you have any questions about this Privacy Policy, please contact us at:

Or, if you are a resident of the EEA:

Reply Labs Spain S.L. C/ Princesa, 5, 4a, 28008 Madrid, Spain.


This section provides additional details about the personal information we collect about California consumers and the rights afforded to them under the California Consumer Privacy Act (“CCPA”).

Subject to certain limitations and exceptions, the CCPA provides California consumers the right to request to know more details about the categories and specific pieces of personal information we collect, to delete their personal information, to opt out of any “sales” that may be occurring, and to not be discriminated against for exercising these rights. We do not “sell” the personal information we collect.

In the last 12 months, we collected the following categories of personal information: identifiers, demographic information, commercial information, internet or other electronic network activity information, audio, electronic, visual or similar information. For more details about the specific pieces of personal information we collect and the categories of sources of personal information, please see the Collection of Information section above. We collect this information for the business and commercial purposes described in the Use of Information section above. We share this information with the categories of third parties described in the Sharing of Information section above.

California consumers may make a rights request for access by sending an email to If you want to make a deletion request, you may also contact us by mailing us at 450 W 33rd St, New York, 10001 NY, United States. We may verify the request by asking you to provide information that matches information we have on file about you. You can also designate an authorized agent to exercise these rights on your behalf, but we will require proof that the person is authorized to act on your behalf and may also still ask you to verify your identity with us directly.


If you are a resident of the EEA, you have certain rights and protections under the law regarding our processing of your personal data. Please see the sections below for more details.

Legal Basis for Processing

We will only process personal data about in accordance with the following legal bases:

Data Subject Requests

You have the right to access personal data we hold about you and to ask that this data be corrected. In certain cases, you may also have the right to request that we erase data we are processing or to restrict or object to certain of our processing activities. You may also have the right to request that we provide you with the personal data you have provided us in a portable form for transmission to another controller’s service. If you would like to exercise any of these rights, you may contact us as indicated above.

Data Retention

We store the information we collect about you for as long as is necessary for the purposes for which we originally collected it. We may retain certain information for legitimate business purposes or as required by law.

EU-U.S. and Swiss-U.S. Privacy Shield

In connection with Reply’s processing of personal data it receives from the European Economic Area and Switzerland (“Covered Data”), Reply adheres to the EU-U.S. and Swiss-U.S. Privacy Shield Framework Principles issued by the U.S. Department of Commerce (the “Principles”) in connection with its processing of Covered Data. For more information about the Principles, please visit the Department of Commerce’s Privacy Shield website (at You may contact us about any question or complaint regarding our adherence to the Principles as indicated above. If we do not resolve your complaint, you may submit your complaint free of charge to JAMS at, our designated Privacy Shield independent dispute resolution provider. Under certain conditions specified by the Principles, you may also be able to invoke binding arbitration to resolve your complaint. We are subject to the investigatory and enforcement powers of the Federal Trade Commission. If we share Covered Data with a third-party service provider that processes the data solely on our behalf, then we will be liable for that party’s processing of Covered Data in violation of the Principles, unless we can prove that it is not responsible for the event giving rise to the damage.

Questions or Complaints

If you have a concern about our processing of personal data that we are not able to resolve, you have the right to lodge a complaint with the data privacy authority where you reside. For contact details of your local Data Protection Authority, please see:

Get the leading newsletter about chat bots

Join our 4500 subscribers to learn how companies are leveraging chatbots, machine learning, and AI