Privacy policy

Last updated: 11 November 2026

Hop! Chat is a tool by Hop! that lets a business answer the messages people send to its Instagram account and Facebook Page: one inbox for the team, automated flows, and replies drafted by AI from the business's own knowledge base. This page explains what data the tool handles, why, and what you can ask us to do with it.

Whose data this is about

Team members: people who sign in to Hop! Chat to work in the inbox.
Connected accounts: the Instagram professional accounts and Facebook Pages a business connects.
Customers: people who write to a connected account on Instagram or Messenger.

What we process

Team members: name, email address and a hashed password. Sessions are kept in a cookie that is needed to stay signed in. We use no advertising or analytics cookies.
Connected accounts: the account or Page id, name, username and picture, and the access token Meta issues when the account is connected. Tokens are stored encrypted and are used only to receive and send that account's messages.
Customers: the id Meta gives a person for that business (not their login), their name, username and profile picture when Meta provides them, the messages they exchange with the business, links to attachments, the time of each message, and, when the conversation started from an ad or a link, which one. The business can add tags, notes and custom fields to a contact.

We receive this data from Meta through its official APIs (Instagram API and Messenger Platform), only for accounts whose owner connected them, and only with the permissions the owner granted.

What we use it for

To show the conversations to the business's team and send their replies.
To run the automations the business sets up (flows, tags, handoff to a person).
To draft or send AI replies when the business turns this on.
To show the business statistics about its own conversations.

We do not sell personal data, we do not use it for advertising, and we do not build profiles of customers across businesses. Data received from Meta is used only to provide this service to the business that connected the account.

AI replies

When a business turns AI replies on, the text of the conversation and the business's knowledge base are sent to our AI provider, Anthropic, to write a reply. Anthropic processes this text on our behalf under its API terms. Names, profile pictures and access tokens are not needed for this. A business can keep AI replies off, or in draft mode, where a person approves every reply.

Who else handles the data

Meta, because messages are received from and sent through Instagram and Messenger.
Our hosting provider, which runs the servers and the database.
Anthropic, for AI replies, as described above.

Each business is the controller of its own conversations with its customers. Hop! processes that data for the business.

How long we keep it

Conversations and contacts stay while the account is connected, until the business deletes them, or until a deletion request is completed.
Raw notifications received from Meta are deleted after 14 days.
When an account is disconnected, its access token is deleted at once.

Security

Access tokens and app secrets are encrypted in the database. Only the team of a business can see that business's conversations. Passwords are stored hashed. Connections use HTTPS.

Your choices

To have your data deleted, follow the steps on the data deletion page.
To see, correct or export the data held about you, or to object to its use, write to us and we will answer within 30 days.
If you wrote to a business that uses Hop! Chat, you can also ask that business directly.

Contact

Questions about this policy or about your data: the contact details on hop.al.

If this policy changes in a way that matters, the date above changes and connected businesses are told in the app.