Privacy Policy
This Privacy Policy explains how Reply handles personal information across reply.global, the Reply client experience and the services we provide.
Overview
Reply is a lead-protection technology platform designed to help businesses respond to incoming enquiries, capture useful context and make lead information available to the relevant team.
This policy explains the types of personal information that may be handled through the Reply website and services, why that information may be used, who it may be shared with and the rights available to individuals under applicable data-protection law.
This Privacy Policy applies to reply.global , direct business enquiries, relevant customer account activity and personal information processed through the Reply service where this policy applies.
Who is responsible for your data?
For personal information collected directly through reply.global, direct business enquiries and Reply's own account administration, Reply determines how and why that information is used and acts as the relevant data controller.
When Reply handles lead or enquiry information on behalf of a business customer, the customer generally determines the purposes for which that information is processed. In that context, Reply may act as a processor or service provider acting on the customer's instructions.
The responsibilities applicable to customer data may also be set out in the relevant customer agreement or data-processing terms.
Information we may collect
The personal information handled by Reply depends on how you interact with the website or service.
Contact and business information
- name;
- email address;
- telephone number;
- company or business information;
- role or job-related information where relevant; and
- messages and information you choose to provide when contacting Reply.
Enquiry and lead information
Where Reply is used to handle an enquiry, the information processed may include contact details and relevant enquiry context such as the type of enquiry, area or location, communication source, language or other information voluntarily provided during the enquiry.
Account and service information
Where a customer or authorised user accesses the Reply client experience, Reply may process information required to provide, protect and administer that access, including account details, authentication information and relevant service activity.
Technical information
Like most websites and online services, Reply may receive limited technical information such as IP address, browser or device information, timestamps, security logs and information required to operate, secure and troubleshoot the website or service.
How we receive personal information
Personal information may be received in several ways, including:
- when you contact Reply directly;
- when you submit a website or business enquiry;
- when a customer or authorised user provides information necessary to configure or use the Reply service;
- when an enquiry is processed through a Reply service configured by one of our customers;
- through integrations or systems a customer has authorised Reply to use; and
- automatically through limited technical, security or cookie information where applicable.
How we use personal information
Depending on the context, personal information may be used to:
- respond to enquiries and requests;
- provide, configure and support Reply services;
- capture, organise and deliver relevant enquiry information;
- provide customer account and portal functionality;
- communicate with customers and authorised users;
- maintain the security, availability and integrity of the website and services;
- diagnose technical issues and prevent abuse or unauthorised access;
- administer commercial and customer relationships;
- improve the operation and usability of Reply where lawful; and
- comply with applicable legal or regulatory obligations.
Legal bases for processing
The legal basis used for a particular activity depends on the nature of the interaction and the information involved.
Where the GDPR or similar data-protection rules apply, Reply may rely on one or more of the following bases where appropriate:
- taking steps at your request before entering into a contract;
- performing a contract or providing an agreed service;
- Reply's legitimate interests in operating, securing, administering and improving its business and services, where those interests are not overridden by individual rights;
- consent, where consent is required for a particular activity; or
- compliance with a legal obligation.
Customer lead & enquiry data
An important part of Reply's service involves handling enquiry or lead information for business customers.
In many of these situations, the customer decides why the personal information should be processed and Reply handles that information on the customer's instructions. The customer is generally responsible for determining the lawful basis, required notices and other obligations relating to its own leads, prospects and customers.
Reply's responsibilities for customer data may be further defined in the applicable customer agreement or data-processing arrangement.
Sharing & service providers
Reply may use trusted third-party providers where reasonably necessary to operate and deliver its services. Depending on the customer's configuration, these providers may support areas such as:
- website and infrastructure hosting;
- telecommunications and messaging;
- CRM and customer-management functionality;
- system integrations and automation;
- security and fraud prevention;
- analytics, where enabled lawfully; and
- professional, legal or technical support.
Information may also be made available to the relevant Reply customer and its authorised team members where this is part of the service being provided.
Personal information may additionally be disclosed where required by law, a lawful authority request or where reasonably necessary to establish, exercise or defend legal rights.
International data transfers
Some technology or service providers used in connection with Reply may process information from locations outside the country in which the information was originally collected.
Where data-protection law requires safeguards for an international transfer, appropriate mechanisms are used as required by the applicable law and the circumstances of the processing.
How long we keep information
Reply keeps personal information only for as long as reasonably necessary for the purpose for which it was collected, including where needed to provide services, manage customer relationships, maintain security, comply with applicable law or resolve disputes.
Retention periods can vary depending on the type of information, the service involved, contractual requirements and applicable legal obligations.
Where Reply processes information on behalf of a customer, deletion or retention may also be governed by that customer's instructions and the applicable customer agreement.
Security
Reply uses reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
Security controls are reviewed in the context of the systems, services and providers involved. No internet-based or electronic system can, however, be guaranteed to be completely secure in every circumstance.
Cookies & analytics
reply.global may use cookies or similar technologies that are necessary for website functionality, security and user preferences.
Where analytics or other non-essential technologies are used and consent is required by law, they are activated only after valid consent has been provided.
Further information about cookies, purposes and available choices is provided in Reply's Cookie Policy.
Your data-protection rights
Depending on your location and the circumstances of the processing, you may have rights relating to your personal information, including the right to:
- request access to your personal information;
- ask for inaccurate information to be corrected;
- request deletion where the applicable legal requirements are met;
- request restriction of processing;
- object to certain processing;
- receive or transfer certain information where the right to data portability applies;
- withdraw consent where processing is based on consent, without affecting processing carried out before withdrawal; and
- lodge a complaint with the relevant data-protection authority.
In Spain, the supervisory authority is the Agencia Española de Protección de Datos (AEPD).
Where Reply processes personal information on behalf of a customer, a request relating to customer-controlled data may need to be handled by or in coordination with that customer.
Children's privacy
Reply is a business-focused service and is not designed or marketed as a service for children.
If you believe that personal information relating to a child has been provided to Reply in circumstances where it should not have been, please contact us so that the situation can be reviewed.
Third-party websites & services
reply.global may contain links to websites or services operated by third parties. Their privacy practices are controlled by those organisations and are not governed by this Privacy Policy.
We recommend reviewing the privacy information provided by a third party before submitting personal information through its website or service.
Changes to this Privacy Policy
Reply may update this Privacy Policy to reflect changes to its services, systems, operating practices or applicable requirements.
The current version is published on this page and the revision date is shown above.
Contact & privacy requests
Questions about this Privacy Policy or requests relating to personal information can be submitted to Reply through the contact options available on:
When making a privacy-related request, please provide enough information for Reply to identify the relevant interaction or account and understand the request. Additional information may be requested where reasonably necessary to verify identity and protect personal information from unauthorised disclosure.