Privacy Policy

1. Who controls the data

The business (the “Merchant”) that uses FLOWA controls its own customers’ data. FLOWA processes that data on the Merchant’s behalf to provide the service. If you are a customer of a Merchant, please also refer to that Merchant’s own privacy notice.

2. Information we collect

• Account data: the name, email address, phone and WhatsApp number, and password of each Merchant team member. Passwords are stored only as a one-way hash. If you turn on two-step sign-in, we also keep its settings and backup codes (backup codes are stored only as a hash).
• Brand data: your brand name, industry, city, website, description, and settings, plus the products, message templates, and team you set up.
• Orders and customers (your customers’ data): customer names, Instagram handles, phone numbers, delivery addresses, order contents, notes, delivery and return details, and the text of messages customers send to your connected accounts. This is data you, your channels, or your stores give us.
• Channel connections: when you connect Instagram, WhatsApp, Shopify, or WooCommerce, we store the access tokens or keys needed to use that connection, plus account details such as the connected handle or store. We read messages, comments, post captions, orders, products, and customers from the channel only to create and manage orders.
• Verification codes: when we confirm an email address or phone number, or you sign in with two-step verification, we send a 6-digit code by email or SMS. Codes we create ourselves are stored only as a hash, expire after 10 minutes, and stop working after 5 wrong attempts. When SMS verification runs through Twilio Verify, Twilio creates and checks the code.
• Mobile app and push notifications: if you allow notifications, we store your device’s push token and platform (iOS or Android) with your account and brand to send alerts such as new orders. A new-order alert can show the customer’s first name and the order total. The token is removed when you sign out of the app, turn alerts off, delete your login, or when the brand is permanently deleted. The mobile app does not use your camera, photos, microphone, contacts, or location, and contains no advertising, tracking, or analytics tools.
• Ask Flo questions: the questions you type into Ask Flo, our assistant for questions about your own orders, customers, and products. We do not save your questions or Flo’s answers in our database. They are processed by our AI provider to produce the answer (see section 5).
• Request logs: for each request to our servers we record the time, the page or action requested (without its search terms), the result, how long it took, your IP address, and your account and brand IDs. These logs are stored in our database, including for requests made from the mobile app.
• Website analytics: our website uses Vercel Web Analytics to count page views. Our website has no advertising pixels or advertising trackers.
• Error monitoring (website and servers): when an unexpected error happens on our website or servers, we send an error report to Sentry. A website report contains the error message and technical trace, the page address, and your browser details. A server report contains the error message and technical trace, the request method, the full request address (including any search text or filters in it), the data sent with that request, and your brand ID. This also applies when the error happens while serving a request from the mobile app, for example an Ask Flo question. The FLOWA mobile app itself has no crash or error reporting.
• Access requests: if you request access on our website or in the FLOWA mobile app, we collect your first and last name, email address, phone number, brand name, your brand’s Instagram handle (if you give one), team size, orders per month, the platforms you sell on, your website address or other platform (if you give them), and your IP address. The app’s form sends nothing else: no device identifiers, location, or tracking data. We use this only to review your request, contact you about it, set up your account if it is approved, and limit repeated or automated requests. We do not use it for advertising. Only FLOWA staff can see it, in our admin portal and in a notification email sent to our team inbox. Requests made on the website also get a confirmation email; requests made in the app do not.
• Sample Test: if you try the public Sample Test, we collect what you enter (such as your name, brand name, email address, or phone number), any order data you upload or paste, your chat with the Sample Test assistant, any rating or feedback you give, the steps you take in the test, and your IP address.

3. How we use information

• To read incoming messages and turn order requests into structured orders.
• To send messages to customers on the Merchant’s connected channels at the Merchant’s direction (for example order replies and review requests).
• To provide the dashboard, mobile app, analytics, reports, exports, customer records, alerts, and team features.
• To review requests for access, reply to them, and set up approved accounts.
• To verify email addresses and phone numbers, send sign-in codes and password links, and send account emails.
• To secure the service (for example rate limits and bot checks), fix errors, and comply with law.

We do not sell personal data and we do not use it for advertising.

4. Meta Platform data (Instagram & WhatsApp)

FLOWA uses the official Meta APIs (Instagram APIs and the WhatsApp Business Cloud API). We access Instagram and WhatsApp content only after a Merchant connects their account, and only to provide the order-management features described above. We do not sell this data, do not use it for advertising, and do not share it except with the service providers listed below or as required by law.

5. AI processing (Anthropic)

We use Anthropic, our AI provider, in these places:

• Order reading: the text of incoming customer messages and comments, and for shared posts the post caption, link, and the customer’s handle, is sent to Anthropic to extract order details such as items, name, phone, and address.
• Ask Flo: your question is sent to Anthropic to turn it into a read-only database query. The query can only read your own brand’s orders, customers, order items, and stock. We run it ourselves and send Anthropic your question and up to 40 rows of the result so it can write a short answer. The rows contain only what the question needs from fields such as order numbers, statuses, totals, cities, dates, customer names, and product names. In the FLOWA mobile app, nothing is sent until you agree, before your first question; you can withdraw that agreement in settings. On the website, Ask Flo does not yet ask for this agreement, so asking a question there sends the same data. Questions already sent are not recalled.
• Sample Test: text you paste, and a sample of up to 30 rows of the data you upload (which can include customer names and phone numbers), together with your chat questions, is sent to Anthropic to produce the test results and answers.

Anthropic’s handling of this data is described in its Privacy Policy and Commercial Terms of Service.

6. Service providers

We share data with these providers only to run FLOWA:

• Anthropic — AI order reading, Ask Flo, and the Sample Test (see section 5)
• Supabase — database (all account, brand, order, and customer data)
• Railway — hosting for our API and analytics service
• Vercel — website hosting and page-view analytics
• Sentry — error monitoring for our website and servers (see section 2)
• jsDelivr — serves an icon stylesheet our website loads, so your browser’s request (including your IP address) reaches it
• Resend — sending emails (your email address, codes, links, and notices, and the details of each access request, which we email to our team)
• Twilio — sending SMS codes (your phone number and the code)
• Apple and Google — delivering push notifications (device token and the alert text)
• Cloudflare — bot checks on the website’s access-request form and the Sample Test (your IP address)
• Meta (Instagram, WhatsApp), Shopify, and WooCommerce — the channels and stores you connect, which receive the replies and updates you send through them

7. Retention

• Account, brand, order, and customer data is kept while the Merchant’s account is active, until the Merchant deletes it or deletes the account (see section 8).
• Generated reports and files: the newest 100 per brand are kept; older ones are deleted automatically.
• Sample Test sessions and steps are deleted automatically after 90 days.
• Request logs and records of failed channel connections do not have an automatic deletion period yet. When an account is deleted, request logs and failed-connection records are kept but are no longer linked to the account.
• Access requests (from the website or the app) do not have an automatic deletion period yet. A request is kept after it is approved or rejected, and after the account is later deleted. To have yours deleted, email us at the address in section 11.
• If our database provider keeps backups, deleted data can remain in them until they expire.

8. Deleting data

• Brand owner deleting the account: the owner can delete the brand from the web (Settings → Profile → Danger zone) or the mobile app (More → Delete account). Everyone on the team is signed out right away and the account is locked. The brand and all of its data are kept for 15 days so the owner can sign in on the web or in the mobile app and restore it. After 15 days, a daily job permanently deletes the brand, its users, orders, customers, messages, products, files, channel connections and tokens, and device tokens. This normally happens within a day of the 15-day deadline.
• Team member deleting their own login: in the mobile app (More → Delete account) a team member can delete their own login. This is immediate and cannot be restored. Their name, email, phone, sign-in sessions, codes, and device tokens are deleted. The brand keeps its orders, customers, and data; history entries they made stay with the brand without their name.
• Disconnecting a channel: we stop using the channel and delete its stored access tokens. Orders, customers, and messages already received stay in the brand until the brand is deleted. Removing FLOWA from your Instagram account in Meta’s settings has the same effect for that Instagram connection.
• Orders and products: a Merchant can permanently delete individual orders and products.
• Push notifications: signing out of the app, or turning alerts off in the app, removes that device’s push token from your account.

See our Data Deletion instructions for how to send a deletion request, including if you are a customer of a Merchant.

9. Your rights

You may ask for access to, correction of, or deletion of your data by emailing us at the address below. If you are a customer of a Merchant, you can also contact the Merchant directly.

10. Security

Data is sent over HTTPS. Passwords, verification codes, password-reset links, and sign-in sessions are stored only as one-way hashes. We restrict access to data on a need-to-know basis.

11. Contact

Privacy questions, data requests, and deletion requests: privacy@flowa-app.co. Please write from the email address on your FLOWA account, or include the Instagram handle or WhatsApp number you used if you are a customer of a Merchant.

For help using FLOWA (signing in, orders, Ask Flo, notifications), see our Support page or email support@flowa-app.co.