Pactora ("we", "our", "us") provides communication management services for trade contractors. This Privacy Policy explains how we collect, use, and protect your information when you use our platform.
1. Information We Collect
When you sign up and connect your accounts, we collect:
- Your name, trade, business rates, and service area
- Your phone number for approval notifications
- Your email address and account connection credentials (managed securely via approved platform integrations)
- Message content from your connected channels for the purpose of drafting responses
- Job activity logs including sender, subject, and draft responses
1.1 Connected platforms and the data we receive
Pactora only accesses the channels you explicitly connect, and only for the account you connect. The platforms we support and the data we receive from each are:
- Email (Gmail, Outlook, Hotmail, Yahoo, iCloud, IMAP) — messages sent to the mailbox you connect, including sender address, subject and message body.
- Instagram (Meta Platforms, Inc.) — Instagram Direct Messages sent to your Instagram Professional account by people who message you, including the sender's Instagram username, profile name and message content. We also read your own account's profile type to confirm it is a Professional (Business or Creator) account, as required for business messaging.
- Facebook Messenger (Meta Platforms, Inc.) — messages sent to your Facebook Business Page, including the sender's name and message content.
- WhatsApp (Meta Platforms, Inc.) — messages sent to the business WhatsApp number you connect, including the sender's phone number and message content. Your own WhatsApp number is also used to deliver approval requests to you.
- Telegram — messages sent to the Telegram account you connect, including the sender's username and message content.
From these messages we extract the details needed to run your back office: the customer's name and contact details, the service requested, the service address, and any requested date or time.
1.2 How we handle data from Meta platforms
Data received from Instagram, Facebook Messenger and WhatsApp is used solely to draft and, once you approve it, send a reply to that same customer in that same conversation, and to record the resulting job in your own account. Specifically, we do not:
- Sell, rent, or otherwise transfer this data to any third party
- Use it for advertising, ad targeting, or to build profiles of the people who message you
- Share it with other Pactora users — each contractor's data is kept separate
- Send unsolicited, bulk, or promotional messages. Pactora only ever replies to a conversation a customer has started
No message is ever sent on your behalf without your explicit approval. Every draft is sent to you for review, and is only delivered once you approve it.
2. How We Use Your Information
We use your information solely to provide the Pactora service:
- Monitoring your connected communication channels for new client messages
- Drafting professional response suggestions for your review
- Sending draft approvals to your preferred messaging channel
- Sending approved messages from your accounts on your behalf
- Maintaining a log of interactions for your reference
We do not sell, share, or use your data for advertising. We do not share your message content or client information with any third party except as strictly required to operate the Service through our approved infrastructure providers.
3. Authorization and Consent
Pactora only accesses data after explicit authorization by the user through the applicable provider's consent and authentication mechanisms. By connecting a third-party account (such as Gmail, Outlook, Google Workspace, or other supported services), you expressly authorize Pactora to access the information necessary to provide the automation services you select.
All communication channel integrations are established through officially approved methods, such as OAuth and verified platform APIs, provided by each respective platform. We do not store your passwords and do not bypass any platform security measures.
4. Third-Party Service Providers
Pactora may use trusted third-party providers to deliver services, including cloud infrastructure and authentication services. These providers are bound by confidentiality agreements and are only permitted to process your data as necessary to deliver the Service. All providers maintain recognised security certifications and comply with applicable data protection regulations.
Approval notifications are delivered through approved messaging channels. Only the draft content and basic job details are included in these notifications.
5. Data Retention
Pactora retains information only as long as necessary to provide services, comply with legal obligations, and resolve disputes. Your contractor profile and job activity logs are retained while your account is active. You may request deletion of your data at any time by contacting us. Upon account cancellation, your data is deleted within 30 days.
6. Security
Pactora implements reasonable administrative, technical, and organizational safeguards designed to protect user information. All account connections are managed through industry-standard security protocols. We do not store passwords. Access tokens are stored securely and can be revoked at any time through your account settings or directly through your platform provider.
7. User Rights
Users may request access to, correction of, or deletion of personal information subject to applicable law. You may revoke access, disconnect integrations, or request data deletion at any time through your account settings or by contacting us.
As a Canadian service, we comply with the Personal Information Protection and Electronic Documents Act (PIPEDA). You also have the right to file a complaint with the Office of the Privacy Commissioner of Canada.
8. Contact
For privacy inquiries, including requests to access or delete your data, email us directly at osman@info.pactora.ca, or contact us here selecting "Privacy inquiry" as your topic. We respond within one business day.
To request deletion of data received from a connected platform, including Instagram, Facebook Messenger or WhatsApp, email osman@info.pactora.ca with the subject "Data deletion request". You may also disconnect any channel at any time, which immediately stops all processing for that account and revokes our access token. All stored message content and extracted job details are deleted within 30 days of a deletion request or account closure.