Privacy Policy

PipelineDM is a web application that connects to an Instagram professional account through Meta's official APIs, syncs direct-message conversations, and presents them in a workspace alongside leads and sales. In this policy, “we”, “us” and “our” refer to the operator of PipelineDM; “you” means the person using the service.

PipelineDM is not affiliated with or endorsed by Meta Platforms, Inc. Instagram is a Meta product, and your use of Instagram is governed by Meta's own terms and privacy policy.

We collect the categories below. We do not receive or store your Instagram password.

Account information

• The name you provide when you create an account.
• An email address, if you provide one. Instagram-created accounts may not have an email address.
• Your Instagram-scoped user id, username and, when available, your profile picture URL.

Instagram connection information

• The connected account's username, display name, account type and profile picture URL.
• The permissions (scopes) you granted during authorization.
• Connection timestamps and status, including when the account was connected, when the access token was issued and expires, when the inbox last synced, and whether the connection is active.
• The long-lived Instagram access token used to call Meta's APIs. It is stored encrypted at rest and is never returned by our API.

Conversations and messages

• Instagram-scoped participant ids and, when Meta provides them, participant usernames.
• Message text, message ids, direction (inbound, outbound or unknown) and timestamps.
• Conversation metadata such as the time of the last message and the time the thread was last synced.

Messages are pulled from Meta's Conversations API and may also arrive through messaging webhooks.

Webhook payloads

When Meta delivers a webhook, we verify its signature and store the payload verbatim together with a hash of the raw request. The hash is used to recognise Meta's retries so the same delivery is not processed twice.

Sessions and technical data

• A hash of each refresh token, its expiry, and whether it has been revoked. Raw refresh tokens are never stored in our database.
• The user agent and IP address recorded when a session is created.
• In your browser, the session tokens and basic account and workspace details needed to keep you signed in, stored in local storage.

What we do not collect

We do not receive your Instagram password. We do not currently process payments or store payment card details, and we do not use advertising trackers.

• Provide the service: authenticate you, keep you signed in, connect your Instagram account, sync conversations, show messages and workspace data, and deduplicate webhook deliveries.
• Keep the service secure: maintain and revoke sessions, verify webhook signatures, isolate workspaces from one another, investigate abuse and debug failures.
• Communicate with you: respond to support and privacy requests and send necessary service notices.
• Comply with the law: meet legal obligations and enforce our Terms of Service.

We do not sell or rent personal information. We do not use your message content for advertising, and we do not use it to train our own AI models.

Where data protection laws such as the GDPR apply, we rely on the following legal bases. If your local law gives you additional rights, we will honour them as well.

• Performance of a contract: creating your account, connecting Instagram, syncing and displaying conversations, and operating the workspace you asked for.
• Legitimate interests: keeping the service secure and reliable, preventing abuse, and diagnosing technical problems.
• Consent: optional processing that requires consent, such as sending message content to an AI provider if AI features are enabled.
• Legal obligation: retaining or disclosing information where the law requires it.

Where we rely on consent, you can withdraw it at any time. Withdrawal does not affect processing that already happened.

PipelineDM is designed to include AI-assisted conversation analysis and reply drafting. When AI analysis is enabled, the content of conversations and messages — including images customers send — may be sent to a third-party AI model provider so that it can produce an analysis, classification or draft reply. The result is stored and shown to you. We intend to send only the content needed for the requested feature, and the provider processes it under its own terms.

We do not use your message content to train our own AI models. AI output can be inaccurate or incomplete; you remain responsible for reviewing it before acting on it or sending it to a customer.

We share information only with the service providers needed to run PipelineDM, or where the law requires it.

• Meta and Instagram: we exchange data through Meta's official APIs to authorize your account and read conversations. Meta's handling of that data is governed by Meta's privacy policy.
• Hosting and database providers: we use infrastructure providers to host the application and a managed PostgreSQL database (Supabase) to store workspace data. They process data on our instructions.
• AI model providers: only if AI features are enabled, as described above. The current provider is OpenCode Go, using the DeepSeek V4.1 Flash model.
• Legal and safety: we may disclose information if required by law, to respond to valid legal process, to protect the rights and safety of users or the public, or in connection with a transfer of the service.

We do not sell or rent personal information, and we do not share it for cross-context behavioural advertising.

• Account and workspace records are kept while your account is active and are removed when you request full deletion.
• Conversations and messages are kept until you request their deletion or request full account deletion. Disconnecting Instagram stops syncing and deletes the stored access token, but does not delete messages that were already synced.
• Stored webhook payloads are kept as an idempotency ledger until the data is deleted.
• Session records are kept until they expire or are revoked, and are removed when the account is deleted. Browser session data is removed when you sign out or clear your browser storage.

When you request full deletion, we remove the data listed in our Data Deletion Instructions. Residual copies may remain in infrastructure backups for a limited period before they age out. We may retain a limited record of a request where required by law or to prevent fraud.

We take reasonable technical and organisational measures to protect the information we hold:

• Instagram access tokens are encrypted at rest with AES-256-GCM using a server-side key. The token is never returned by the API.
• Refresh tokens are stored only as SHA-256 hashes. Passwords, where an account has one, are hashed with bcrypt.
• Workspace queries are scoped to the signed-in workspace, so one workspace cannot read another's conversations.
• Webhook deliveries are verified with Meta's HMAC-SHA256 signature before they are stored.
• Data sent between your browser and our servers is encrypted in transit using HTTPS/TLS.

No method of transmission or storage is completely secure. We cannot guarantee absolute security, but we work to protect your information and to limit access to it. If we become aware of a breach affecting your data, we will notify you and the relevant authorities as required by law.

Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, to object to or restrict certain processing, and to withdraw consent.

• You can disconnect Instagram at any time from Settings → Instagram → Disconnect. This stops syncing and deletes the stored access token.
• You can request full deletion of your account and workspace by following the Data Deletion Instructions.
• You can email support@pipelinedm.app to exercise any other right. We may ask you to verify that you own the account before we act.
• You can complain to your local data protection authority. We would appreciate the chance to resolve your concern first.

We respond to requests within the time required by applicable law. Deletion requests are handled within 30 days of verification.

PipelineDM uses your browser's local storage to keep you signed in. The stored session contains the access and refresh tokens and basic account and workspace details. It is removed when you sign out or clear your browser storage.

We do not currently use advertising cookies or third-party analytics trackers. If that changes, we will update this policy and provide any choices the law requires.

PipelineDM is a business tool and is not directed to anyone under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact us and we will delete it.

Our service providers may process information in countries other than yours. Where required, we rely on appropriate safeguards for those transfers, such as contractual protections or an adequacy decision. You can contact us for more information about the safeguards that apply to your data.

We may update this policy as the product or the law changes. The “Last updated” date at the top shows when it last changed. If a change materially affects how we use your information, we will give notice in the app or by email where appropriate. The updated policy applies from the date it is posted.

For privacy questions or requests, email support@pipelinedm.app. Please describe the request and include the email address or Instagram username associated with your account so we can find it. You can also read our Terms of Service and Data Deletion Instructions.