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Privacy Policy

Last updated: October 27, 2026

1. About Outlined

Outlined is a customer communication platform for business teams. This policy explains how we handle account information and data processed through connected services, including Facebook and Instagram. Businesses decide which accounts to connect and which authorized team members may use them.

2. Information we process

  • Account and workspace information: Names, email addresses, organization details, user roles, settings, and authentication information.
  • Connected account information: Facebook Page and Instagram professional-account identifiers, display names, granted permissions, subscription status, and access tokens used by our servers to contact the provider.
  • Private communications: Messages, participant identifiers and available profile details, attachments, delivery/read events, timestamps, and conversation history from channels the business connects.
  • Public comments: Comments and replies on authorized Facebook Pages and Instagram professional accounts; available author identifiers, names or usernames; post, reel, and media context; links, timestamps, and hidden/deleted status. We may store associated images or videos to display this context.
  • Team activity: Replies, moderation actions, resolve/reopen status, translations, and action records needed for collaboration and troubleshooting.
  • Other integrations: Order and customer information from connected stores, where enabled by the business.
  • Service operation: Session cookies, device/browser information, usage records, security and diagnostic events, and billing records. Payment details are handled by the applicable payment provider.

For trial-abuse review we retain keyed, non-readable digests of workspace names, team email addresses, coarse billing country and available masked-card hints for up to 180 days, including after a workspace is deleted. We do not collect full card numbers or security codes. These signals can notify our operations team of potential repeat trials; a match does not automatically disable a workspace.

3. How we use information

We use this information to provide the workspace, display communications, deliver authorized replies, synchronize connected accounts, support moderation and collaboration, and operate and protect the service. Businesses may also use supported analytics and customer-context features.

Comments let authorized team members read and publicly reply to comments, edit supported replies, hide/unhide or delete supported comments, and manage local workflow status. A public reply or moderation action is sent to Meta and may change what people can see on Facebook or Instagram.

4. Meta permissions and authorization

Our Facebook Login integration requests permissions needed for the selected capabilities. Availability depends on Meta approval, the account type, the business's authorization, and the features enabled for its workspace.

  • pages_show_list: Discover Pages the person authorizing the connection can access.
  • pages_manage_metadata: Subscribe connected Pages to webhook events.
  • pages_messaging: Support Facebook Page messaging.
  • instagram_basic: Identify linked Instagram professional accounts and access supported account/media information.
  • instagram_manage_messages: Support Instagram direct messaging.
  • business_management: Retrieve business-account information used by the connection and Meta business links.
  • pages_read_engagement: Read connected Page content and supported engagement information.
  • pages_read_user_content: Read supported user-generated content on connected Pages.
  • pages_manage_engagement: Publish replies and perform supported Facebook comment moderation.
  • instagram_manage_comments: Read, reply to, and moderate comments on authorized Instagram professional accounts.

We receive provider webhook events to keep authorized accounts up to date. We use Meta data to deliver the connected business's requested service, not to sell personal information or build advertising audiences.

5. AI and translation

Supported messaging features use OpenAI to process message content and relevant context for analysis and customer insights. When a team member requests a comment translation or a translated reply preview, the relevant text is sent to OpenAI for that purpose. Translations may be stored for reuse. Public comments are not automatically added to private-message conversations or customer personas by the Comments feature.

AI output can be inaccurate. Team members should review translated reply previews before publishing.

6. Service providers and disclosure

We use service providers to operate Outlined, including Supabase for database and authentication services, Vercel for application hosting, Cloudflare R2 for stored media, OpenAI for supported AI processing, and the providers of channels and stores a business connects. Relevant data is processed by these providers to deliver their part of the service. Billing and payment providers process applicable transaction information.

Information may also be disclosed when necessary to respond to lawful requests, protect users and the service, or complete a business transfer subject to appropriate safeguards. We do not sell personal information.

An unpaid trial stops receiving and sending messages and running AI when its seven-day period ends. A failed Standard renewal has a three-day recovery window; after that outgoing messages and AI pause while incoming messages continue. After 14 days of suspension without restored payment, we disconnect workspace integrations and delete the organization, its stored messages and attachments, and associated user accounts. The limited trial-abuse digests described above have a separate 180-day retention period.

7. Access and security

Outlined uses authenticated access, organization and role restrictions, encrypted network connections, and provider-request verification to protect information. Access credentials are sensitive and should never be shared with reviewers, customers, or other team members through messages or screenshots. No service can guarantee absolute security.

8. Retention, disconnection, and access removal

We retain workspace information while it is needed to provide the service, support the business's communication history, meet applicable obligations, or resolve disputes. Retention depends on the category and purpose of the information. Disconnecting a channel does not automatically delete historical messages, comments, media, translations, or action records.

An organization owner can disconnect Facebook and Instagram in Settings. You can also remove Outlined's authorization through Meta's Business Integrations or account settings. Access removal prevents further authorized provider operations once the change is received or detected. A request already sent to a provider may have completed before access removal takes effect.

9. Access, correction, and deletion requests

To request access, correction, or deletion of information held by Outlined, email hello@tryoutlined.app. For a Meta data request, use the subject “Meta data deletion request” and identify the connected Page or Instagram account and the relevant Outlined organization, if known. Do not send passwords or access tokens.

We may need to verify your identity and authority over the requested information. We will review the request and explain its scope, progress, and any information that must be retained for applicable obligations. Requests can cover stored comments, messages, associated media, translations, and related records. Deletion from Outlined does not itself delete content already published on Facebook or Instagram; use the relevant platform to manage that content.

If you are a customer communicating with a business using Outlined, you may also contact that business about its handling of your information. The business's own privacy policy applies to its activities.

10. International processing and children

Our providers may process information in countries other than your own. Contact us for information about the arrangements relevant to your use of Outlined. The workspace is intended for business teams and is not directed at children under 13.

11. Changes and contact

We update this page when our practices change and revise the date above. For privacy questions or requests, contact hello@tryoutlined.app.