Who we are
RelayU ("we," "our") is an AI assistant that helps small businesses respond to Instagram direct messages. This policy explains what data we collect when you connect your Instagram business account, how we use it, and how you can remove it.
What we collect
- Account info from Instagram: When you sign in with Instagram, we store your Instagram user ID, username, profile name, and a long-lived access token so we can read and reply to your DMs on your behalf.
- Business setup data: The information you enter in the setup wizard (hours, pricing, FAQs, booking link, voice). We use this to ground the AI replies in your own business's facts.
- Direct message content: The text of DMs sent to and from your Instagram business account while RelayU is connected, plus timestamps and sender IDs. We store this so the AI has context and you can review what was said.
- Operational metadata: Send logs, error logs, and rate-limit counters so we can troubleshoot delivery problems and respect Instagram's messaging limits.
How we use it
- To draft and send replies to incoming DMs in your voice.
- To enforce safety gates (24-hour reply window, human-handoff detection, per-business rate limits).
- To show you a unified inbox of past conversations in the RelayU app.
- To notify you (push or email) when the AI hands a conversation back to you.
Messages from people who contact you
RelayU works by reading the direct messages that other Instagram users send to your business account. When someone messages you, we process the content of their message, the timestamp, and the Instagram-assigned sender ID so the AI can understand the conversation and draft a reply on your behalf. We store this so the AI has context and you can review the conversation in your inbox.
We process these messages solely to operate RelayU for you: to draft and send your replies and to show you the conversation history. We do not use them to build advertising or marketing profiles of the people who contact you, we do not sell or share them, and they are not used to train AI models (see above).
As the owner of the connected Instagram business account, you are responsible for your relationship with the people who message you and for handling their information in line with applicable law. RelayU acts as a service provider that processes this content under your direction. When you delete your RelayU data or disconnect your account, the stored messages from the people who contacted you are deleted along with it.
Where we store it
Your data lives in a Supabase Postgres database hosted in India (the Mumbai region). Access tokens are stored encrypted at rest. We use Vercel (United States) for the web app and Fly (United States) for the worker that talks to Instagram, and Google Cloud (United States) to generate AI replies. Some of these providers may access the data remotely from the United States to operate their services.
How long we keep it
We keep your business setup, conversations, and access token for as long as your account exists. To erase everything, use Delete account and data in Settings, remove RelayU from your Instagram app settings, or email us; any of these deletes your records and the stored token. Disconnecting Instagram inside RelayU only unlinks the account and pauses replies, so it does not by itself erase stored conversations. Backup snapshots may retain copies for up to 30 days.
Instagram and Meta
RelayU connects to your account through Meta's Instagram Platform. Our access to and use of any information obtained through Instagram complies with Meta's Platform Terms and Developer Policies, including their limits on how that data may be used, shared, and retained. We request only the permissions needed to read and reply to your DMs.
Government and law enforcement requests
From time to time we may receive requests from government agencies, courts, or other public authorities to disclose user data. We do not disclose your data as a matter of course. For every such request we:
- Review its legality before responding, and comply only where we are legally required to do so.
- Challenge requests that we consider overbroad, improper, or unlawful.
- Disclose only the minimum information necessary to satisfy a valid request, and never more than is required.
- Keep a record of each request, our response, the legal basis, and the parties involved.
Where we are legally permitted to do so, we will notify the affected account owner of a request relating to their data.
Children's privacy
RelayU is a tool for businesses and is not directed to children. You must be at least 18 to connect an account, and we do not knowingly collect personal information from anyone under 18. If you believe a minor's information has reached us, email us and we will delete it.
How to delete your data
You have three ways to remove your data from RelayU:
Open Settings → Workspace and use Delete account and data. This permanently erases everything.
Instagram → Settings → Business tools and controls → Connected tools → RelayU → Remove. Meta will notify us and we will delete your data automatically.
Send a deletion request to support@relayu.app. We will respond within 7 days.
Contact
For any privacy questions, email us at support@relayu.app.