BackReply

Privacy Policy

Last Updated: January 2026

Legal Entity: Octopods Software Systems Limited (Ireland)

1. Introduction

Octopods Software Systems Limited ("Octopods," "we," "us," or "our") operates BackReply, a cloud-based integration platform connecting Intercom and Slack. This Privacy Policy explains how we collect, use, disclose, and protect information when you use our Service.

By using BackReply, you agree to the collection and use of information as described in this policy. Terms not defined here have the meanings set forth in our Terms of Service.

2. Information We Collect

2.1 Account Information

When you register for BackReply, we collect:

  • Name
  • Email address
  • Company name
  • Password (encrypted)
  • Billing information (processed by Stripe)

2.2 Platform Authorization Data

When you connect Intercom and Slack, we store:

  • OAuth access tokens and refresh tokens
  • Connected workspace identifiers
  • Authorization scopes granted

2.3 Customer Data (Data You Process Through BackReply)

To provide the integration Service, we process data from your connected platforms:

From Intercom:

  • Conversation content, metadata, and timestamps
  • Contact information (names, emails, phone numbers, custom attributes)
  • Company information
  • Admin/agent information
  • Tags and conversation states

From Slack:

  • Message content in designated channels
  • Thread replies and reactions
  • User information and workspace data
  • Channel information

This Customer Data is processed solely to provide the integration features you configure.

2.4 Usage Data

We automatically collect:

  • Log data (IP address, browser type, pages visited, timestamps)
  • Feature usage and configuration choices
  • Error and performance data
  • Device and connection information

2.5 Cookies

We use cookies and similar technologies to:

  • Maintain your session and authentication
  • Remember your preferences
  • Analyze Service usage
  • Improve functionality

You can configure your browser to refuse cookies, but this may limit Service functionality.

3. How We Use Your Information

We use collected information to:

  • Provide the Service: Process data synchronization between Intercom and Slack according to your configuration
  • Maintain your account: Authenticate users, process payments, and communicate about your subscription
  • Improve the Service: Analyze usage patterns, diagnose issues, and develop new features
  • Provide support: Respond to inquiries and troubleshoot problems
  • Ensure security: Detect and prevent fraud, abuse, and security incidents
  • Comply with law: Meet legal obligations and respond to lawful requests

4. How We Share Your Information

We do not sell your personal information. We share information only as follows:

4.1 Service Providers (Sub-processors)

We use third-party services to operate BackReply. These providers access data only to perform services on our behalf and are contractually obligated to protect it.

4.2 Legal Requirements

We may disclose information if required by law, subpoena, or legal process, or if we believe disclosure is necessary to:

  • Comply with applicable laws or regulations
  • Respond to lawful government requests
  • Protect our rights, privacy, safety, or property
  • Enforce our Terms of Service

4.3 Business Transfers

If Octopods is involved in a merger, acquisition, or asset sale, your information may be transferred. We will notify you before your information becomes subject to a different privacy policy.

5. Data Retention

We retain information as follows:

  • Account information: Duration of account plus 30 days
  • OAuth tokens: Until disconnected or account closure
  • Customer Data: Not stored persistently; processed in transit
  • Synchronization logs: 90 days
  • Billing records: 7 years (legal requirement)
  • Support communications: 3 years

After your subscription ends, we delete your configuration and account data within 30 days. You may request earlier deletion by contacting us.

6. Data Security

We implement appropriate technical and organizational measures to protect your information, including:

  • Encryption of data in transit (TLS/SSL)
  • Encryption of sensitive data at rest
  • Access controls and authentication requirements
  • Regular security assessments
  • Employee confidentiality obligations

However, no method of transmission or storage is completely secure. We cannot guarantee absolute security.

7. International Data Transfers

Octopods is based in Ireland (EU). Your information may be transferred to and processed in countries outside your jurisdiction, including the United States where some of our sub-processors operate.

For transfers outside the European Economic Area, we rely on:

  • European Commission adequacy decisions
  • Standard Contractual Clauses
  • Other lawful transfer mechanisms

By using BackReply, you consent to these transfers.

8. Your Rights (GDPR and Privacy Rights)

If you are in the European Economic Area, United Kingdom, or a jurisdiction with similar privacy laws, you have the following rights:

  • Access: Request a copy of your personal data
  • Rectification: Request correction of inaccurate data
  • Erasure: Request deletion of your data ("right to be forgotten")
  • Restriction: Request limited processing of your data
  • Portability: Receive your data in a portable format
  • Objection: Object to certain processing activities
  • Withdraw consent: Where processing is based on consent

To exercise these rights, contact us at team@backreply.com. We will respond within 30 days.

You also have the right to lodge a complaint with your local data protection authority. In Ireland, this is the Data Protection Commission (www.dataprotection.ie).

9. Customer Data and Data Processing

9.1 Your Role as Data Controller

When you use BackReply to synchronize data between Intercom and Slack, you act as the data controller for the personal data contained in that Customer Data. We act as your data processor.

9.2 Our Processing Activities

We process Customer Data only:

  • According to your configuration settings
  • To provide the features you enable
  • As necessary to maintain and improve the Service
  • As required by law

We do not use Customer Data for advertising, profiling, or purposes unrelated to providing the Service.

9.3 Data Processing Agreement

Enterprise customers may request a Data Processing Agreement (DPA) that details our obligations as a data processor. Contact team@backreply.com to request a DPA.

10. Third-Party Platforms

BackReply integrates with Intercom and Slack. Your use of those platforms is governed by their respective privacy policies:

We are not responsible for the privacy practices of these third-party platforms.

11. Children's Privacy

BackReply is not intended for anyone under 18 years of age. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will delete it.

12. Marketing Communications

We may send you product updates, feature announcements, and other communications related to the Service. You may opt out at any time by:

  • Clicking "unsubscribe" in any marketing email
  • Contacting us at team@backreply.com
  • Updating your communication preferences in your account

Opting out of marketing does not affect transactional communications (billing, security alerts, service updates).

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by:

  • Posting the updated policy on our website
  • Sending an email to your registered address
  • Displaying a notice within the Service

Changes are effective when posted unless otherwise stated. Your continued use of the Service after changes constitutes acceptance.

14. Contact Us

For questions about this Privacy Policy or to exercise your privacy rights:

Octopods Software Systems Limited
Republic of Ireland

Email: team@backreply.com

By using BackReply, you acknowledge that you have read and understood this Privacy Policy.