Privacy Policy

Terminology we use in this document

Replies, Service, us, we, our: This is us unless specially noted (e.g. a 3rd party service).

Visitor: A anonymous person, browsing our marketing page or reading our blog.

Customer, you: A user that opened an account at Replies in order to provide support to End users.

End user: A person requesting help or contacting a Replies Customer.

Information we collect from web page Visitors

We use cookies to store the traffic source of a Visitor for a duration of 10 days. Cookies are stored on the Visitors device only. Additionally we use Google Analytics to track page visits on our marketing site, blog and help pages (this does not apply to the Service itself).

Google Analytics allows you to opt out of or customize preferences associated with your internet browsing. For more information on how Google lets you customize these preferences, visit their documentation at

How we use Visitor information

To understand how Visitors find our Service and Blog and to learn how to increase visibility.

Information we collect from our Customers

When you sign up for a trial of Replies, we ask for an email, first name, last name and a team name. If available, we also save the so called referral address of the page that linked to us for statistical reasons, e.g.

If you invite a team member we want to know the name and the email address. This is required to send an invitation mail to that person and setup their account.

In case you convert your trial to a paid account, we need to know your postal address for invoicing and book keeping.

We save responses you sent to End users, including screenshots and attachments, and let you re-use them later on (Snippets). We also count how many times you used a snippet and show it in your statistics.

If you connect to a SMTP server, we need to know your login credentials. When you connect a Twitter, Gmail or HockeyApp account we request an access token. All information is stored in your account using strong encryption. Just make sure to check the privacy policy of the corresponding service before you connect them to Replies.

How we use Customer information

  • To provide and maintain our Service to you.
  • To help understand how Customers use our Service on an individual and aggregate basis in order to improve it.
  • To help with Customer Service needs, such as troubleshooting issues that you report to us.
  • To contact you with important account notifications, such as a failed payment or subscriptions about to expire.
  • To contact you with notifications you are subscribed to in "Settings > Profile > Notifications".
  • Other research and analytical purposes such as Service performance, Customer behavior and retention, and common navigations through the Site.

How you can delete Customer information

Snippets can be deleted individually in the Snippets section of Replies. For deletion of End user provided information see "How our Customers can delete End user information" section.

You can cancel your team account at any time in the "Settings > Team" section. If your trial expires without upgrading to a paid plan, the account will stop sending responses to End users and cancel automatically after 30 days.

Canceled trial accounts will be deleted with all associated data after 30 days. For paid accounts we are obliged to keep invoices for legal reasons but all other data will be purged 30 days after cancelation.

Information we collect from End users on behalf of our Customers

Our Customers can setup mail accounts and contact forms to gather support request from End users. Optionally third party services such as Gmail, Twitter or HockeyApp can be connected and import data to improve Customer support.

Depending on the contact form type or service, Replies stores following End user information in the Customer account.

All Forms

  • Name as provided
  • Email as provided
  • User written message
  • User attached files (optional)
  • Operating system version. e.g macOS 10.13.4
  • A list of suggested answers presented to the user (if any)
  • A list of clicked answers (if any)
  • Optional meta data added by our Customer

Web Form (additionally to all forms)

  • Browser version (e.g. Firefox 60.0)
  • Browser language
  • Referrer (the url of the page that led the user to the support form)
  • Number of times an FAQ entry got clicked (anonymously).

In-App Form (additionally to all forms)

  • Version of the application
  • Language of the Operating system
  • Version of the Operating system
  • Hardware the software in running on
  • Version of the Replies SDK in use


  • Address (e.g.
  • Name or Nickname
  • The source (eml) of the message including the message text and optional attachments


  • Handle (e.g. @replies_io)
  • Message text and images included in the tweet
  • Name or Nickname
  • Number of tweets
  • Number of followers
  • Number of following accounts
  • If provided by the publicly accessible twitter profile: Biography, a link to the profile picture and location


  • Address (e.g.
  • Name or Nickname
  • Message text optionally including attachments


  • Address if provided (e.g.
  • Name or Nickname if provided
  • Message text if provided
  • Crash information provided by HockeyApp

How we use End user information

This information is collected to make support more effective and is provided solely to our Customer. E.g. regional information and operating system version can help to reproduce an issue under the same conditions and shown suggestions can prevent providing solutions that have already been tried by the End user.

How our Customers can delete End user information

If a Customer closes the account, all End user data associated with that account will be deleted. See "How you can delete Customer information" section.

Customers can delete following items directly via the Replies user interface

  • Single conversations with an End user
  • All data, conversations associated with an End user

How End users can delete information

End users may contact the owner of the account (Customer) and request deletion.

How we process the information

We host the Service and data on Amazon Web Services (AWS). We answer Customer requests using Replies connected to Google Mail (Gmail). We use Stripe to process payments. We use Google Analytics to analyze web traffic.

Replies imposes data protection terms on any sub-processor it engages with, to protect personal data of Customers as required by the GDPR.

How we protect the information

Replies maintains reasonable measures to protect Personal Data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure or access. Secure (HTTPS) access is forced for Customers so login credentials and Personal Data is secure in transit. Backend access to servers and data, whether physical, shell, or administrative interfaces, is limited to employees who require it to perform their duties.

No contractors or sub processors are authorized for such access. If Replies becomes aware of a security breach leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, Customer's Personal Data on our servers ("Incident"), we will notify Customer, via Customer's registered email address, of the Incident promptly and without undue delay, and take reasonable steps to minimize harm and secure Customer's data. Customer is responsible for providing a valid email address and ensuring their email address is current and valid. Our notification of or response to an Incident will not be construed as an acknowledgement of any fault or liability with respect to the Incident. Customer agrees that they are solely responsible for their use of the Data Processor services, including securing the account credentials, systems and devices Customer uses to access the Processor Services.

Replies has no obligation to protect Customer's Personal Data that Customer elects to store or transfer outside of Replies' systems.

Our daily backups are encrypted and deleted automatically after 30 days.

Changes to this Privacy Policy

This Privacy Policy is active as of the date below and is updated from time to time. We will notify you via your registered email address or a notice on this website prior to any significant changes becoming effective. You should periodically review this page for the latest information.

The effective date of this Privacy Policy is May 25, 2018.

Do you have further Questions?

Any questions about this Privacy Policy, deletion or modification of your profile, should be addressed to support (at)

You can also contact us in writing (by post) as follows:
Buzzard AG, Unter Altstadt 11, 6300 Zug, Switzerland