Privacy policy

The service that we offer deals necessarily with personal data. By placing privacy at the heart of our product’s conception, we provide our clients and end users with sufficient guarantees from the very beginning and all along our relationship.

Pandabots relies on a network of legal experts working closely with our engineers in order to carry out an audit of the service’s global functioning and to undertake the necessary corrective measures. Every update of the tool is reviewed, from the first steps to the practical implementation.

The present Privacy Policy informs you on the ways in which your personal data is collected and used. For any request with regard to our processing please contact us at 

Data collected and purposes of processing

The “data controller” is the legal person that determines the purposes, conditions and means of the processing of personal data.

The “data processor” is the legal person that processes personal data on behalf of the controller.

We collect data about our customers, the Pandabots users, (hereinafter the “Users”) as well as about people interacting with our customers’ chatbots on Facebook Messenger (hereinafter the “End-Users”). 

With regards to Pandabots Users, we are data controller.

We collect personal information that you provide to us during the subscription and/or use of our service such as the User’s name and email address. The data that we collect is used to :

– Manage our relationship with you – such as for billing purposes,
– Provide a personalized service – such as for authentication purposes during sign up/sign in,
– Improve the experience and interaction with you – such as for sending information about the changes in our platform .

None of the collected information will be disposed, sold or transferred to any third party unless provided for in the present privacy policy . We do not keep or use personal data that is not strictly necessary for us to carry out the relevant processing.


With regards to End-Users, we are data processor.

We collect on behalf of our customer (the Pandabots User) :

– Personal information of the End-User – such as, but not limited to, the name, profile avatar, PSID (Facebook ID), and other information associated with the Facebook Messenger account,
– Information that our users (chatbot admin) decided relevant for the chatbot purpose and that the end-user provides when communicating with the chatbot such as the “quick replies” or specific information,
– Information related to the interaction between the End-User and the chatbot – such as, but not limited to, the session start time, the session duration, the date of the first/last message etc.

The main purpose of collecting such information is to offer you an optimal, efficient and personalized experience while using our services. By collecting such information we are able to :

– Optimize the End-User’s interactions with the chatbot,
– Resolve any potential problem or dysfunctioning that may occur,
– Customize the chatbot messages,
– Provide the User with analytics preview .

The messages sent by the End-Users to the chatbot are not stored, except for the unanswered messages which are used to improve the chatbot. Unanswered messages are NOT connected to a user.

The Users (chatbot creators/our customers) may be able to collect the End-User’s conversation history with the chatbot but also information contained in his public social media profile as well as other information the End-User provides while interacting with the chatbot.


Your rights

Pursuant to laws, you have the right to:

– Access your personal data to ensure that personal information is up-to-date, accurate and complete
– Require us to update, correct or complete any inaccurate or incomplete personal data, for legitimate purposes
– Oppose to or demand the limitation of the processing of your personal data
– Receive, upon request, all your personal data in a structured and standard format
– Give instructions regarding the further processing of your personal data after your death.

To exercise any of the above rights, please contact us at

Global privacy practices


We have implemented appropriate measures to put in place suitable technical and organisational precautions to ensure a level of security and integrity of personal data appropriate to the risk.

Thus, Itsalive undertakes to take all pertinent precautions in order to preserve the security of the data and, in particular, to protect them against any accidental or unlawful destruction, accidental loss, corruption, unauthorized circulation or access, as well as against any other form of unlawful processing or disclosure to unauthorized persons.

Third party disclosure

We do not share, sell or transfer any personal data of our Users or End-Users with third parties for commercial purposes.

We may share your personal data with partner companies so that we obtain the necessary assistance and support in the context of carrying out our services for ex. data hosting service provider, online payment processing services etc. We make sure all third parties we work with are GDPR compliant and when necessary Privacy Shield certified.

We can disclose your personal data to competent authorities to the extent strictly required by the law.

Personal Data Breach

We will notify Users without undue delay upon discovery of a breach affecting personal data. In such event, we will provide our customers with information to assist them to meet any obligations to inform data subjects or data protection authorities of the personal data breach under the data protection laws. We will assist our customers in the investigation, mitigation and remediation of each personal data breach.

Our specific commitment as Data Controller (free users and clients)

Data retention Pandabots users

Collected data will be retained for a period appropriate to the purpose for which it was collected and is, by default, destroyed at the end of a 36 months period following the last interaction (36 months after User’s last connection if the User doesn’t have a chatbot or 36month after User’s last interaction with the chatbot if the User has one chatbot or more).

Our specific commitment as Data Processor (end-users of chatbots)

Data retention of end-users

Collected data will be retained for a period appropriate to the purpose for which it was collected and is, by default, destroyed at the end of a 24 months period following the last interaction (24 months after User’s last connection if the User doesn’t have a chatbot or 24month after User’s last interaction with the chatbot if the User has one chatbot or more).

Assistance and advices

We will answer shortly to any inquiries sent by Users related to the personal data we process, including any request related to the exercise of End-Users rights. We will cooperate with Users to assist them in any investigation they may require to ensure their compliance with relevant EU and French legislation regarding data protection.

The tool’s compliance does not exempt the Users from their responsibility with regards to the use of the tool. The latter are fully and solely responsible for the use that may be made. It belongs to the Users to ensure the use of the bot they administrate is GDPR compliant. We provide a series of tips and guidelines to help them in their efforts to become compliant.

Our legal team is mobilized to facilitate exchanges with the compliance teams of our customers.

Privacy policy changes

We reserve the right to update the Privacy Policy at any time and from time to time. The most recent version of the privacy policy is reflected by the version date located at the top of this Privacy Policy.

Cookies policy

“Cookies” are small files sent by a web server to a web browser which enables the server to collect information from the browser. We use cookies to analyse your browser experience and improve our website. You may disable the cookie function by configuring your browser settings. You can choose to refuse all cookies, to be prompted before a cookie is saved to your hard drive or to only accept cookies from certain websites that you designate. The browser configuration depends on the browser you use :

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By refusing to accept cookies you may not be able to use some of the features and functionalities on our site.


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