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Privacy Policy

LVX AI Omnichannel — Instagram and Messenger messaging automation operated by LVX. Effective date: 15 September 2026. Version 1.0.

1. Who we are

LVX (smart building automation, Egypt) operates the application "LVX AI Omnichannel" (the "App") on behalf of the Instagram professional accounts and Facebook Pages owned or managed by LVX and its affiliated brands, including HDL Egypt. Contact: LVX, 401 Orouba Axis, South Academy A, New Cairo, Cairo, Egypt. Email: info@thelvx.com.

2. What the App does

The App connects our Instagram and Facebook Page accounts to Meta's messaging and comment APIs so that we can receive, moderate and answer messages and comments sent to those accounts. Replies may be drafted with the help of an AI language model and are either sent automatically for routine, low-risk enquiries or handed to a member of our team for review.

3. Data we process

  • Message and comment content you send to our Instagram or Facebook accounts, including text, attachments, reactions and story replies.
  • Account identifiers provided by Meta: your Instagram-scoped ID or Page-scoped ID, username or display name, and the ID of our own account that received the message.
  • Technical metadata: message IDs, timestamps, delivery and read notifications, and the webhook event payload delivered by Meta.
  • Processing records: the moderation decision, the reply that was sent, whether a human was involved, and technical logs used for reliability and security.

We do not collect passwords, payment card data or your Instagram or Facebook login credentials. We do not use the App to access data of accounts other than those that message or comment on our own accounts.

4. How we process it

  1. Meta delivers each new message or comment to our automation platform (n8n, self-hosted on a virtual server operated by LVX) through a signed webhook.
  2. The event is normalised and de-duplicated. Read receipts, delivery reports and our own outgoing messages are discarded.
  3. The message text (without your credentials) is sent to an AI language model provider to classify the enquiry (for example sales question, support request, complaint) and to draft a reply in your language.
  4. Routine, low-risk enquiries may receive an automatic reply from our account. Complaints, sensitive topics, high-risk content and anything the AI is not confident about are escalated to a member of our team, who answers personally.
  5. We keep a log of each event and decision for quality, security and audit purposes.

5. Purposes and legal basis

We process this data to respond to your enquiry, to provide customer service and sales information, to moderate comments, to protect our accounts from spam and abuse, and to improve our response quality. Processing is based on your request to communicate with us and on our legitimate interest in operating our customer channels, in accordance with Egyptian law including the Personal Data Protection Law No. 151 of 2020, and with Meta's Platform Terms.

6. Service providers

We share data only with service providers that help us operate the App, under contractual confidentiality and data-protection obligations:

  • Meta Platforms (Instagram, Facebook, Messenger) — source of messages and delivery of replies.
  • OpenAI — AI language model used to classify messages and draft replies. Message text is transmitted for that purpose; we do not permit its use for model training under our API terms.
  • Hostinger — hosting of the virtual server that runs our automation platform (n8n).
  • Odoo — hosting of this website and, where applicable, our customer-relationship records.

We do not sell personal data and we do not share it with third parties for their own marketing.

7. Retention

Event and decision logs are kept for 12 months from the date of the message and then deleted, unless a longer period is required by law or to resolve a dispute. Message content held by our AI provider is subject to that provider's API retention terms. Conversations remain in our Instagram and Facebook inboxes under Meta's own terms.

8. Security

Webhook requests are verified with Meta's request signature. Access tokens are stored as encrypted credentials in our automation platform and are never written to logs. Access to the platform is limited to authorised LVX staff and protected by authentication and transport encryption (HTTPS).

9. Your rights and data deletion

You may ask us to access, correct or delete the personal data we hold about you, or to object to automated processing of your messages. To request deletion, follow the steps on our Data Deletion page or email info@thelvx.com from the account concerned. We confirm receipt and complete deletion of the data we control within 30 days. You can also stop the processing at any time by blocking or unfollowing our accounts on Instagram or Facebook.

10. Children

Our services are intended for adults and businesses. We do not knowingly process data of children under 13.

11. Changes

We may update this policy as the App evolves. The current version is always published at this address with its effective date.

12. Contact

LVX — 401 Orouba Axis, South Academy A, New Cairo, Cairo, Egypt — info@thelvx.com. See also our Terms of Service.