Social Media
Privacy Policy

Scope

This policy may apply to interactions through platforms and services including:

• Facebook
• Instagram
• Messenger
• WhatsApp
• Other social media or messaging platforms connected to systems managed by IDEA Publicidad

This policy may also apply to applications, integrations, automated messaging systems, customer service tools, and related digital services operated or technically managed by IDEA Publicidad for its clients.

Information We May Receive

When a user interacts with a social media account or application managed through our systems, we may receive information provided by the relevant platform, including:

• Name, username, or social media identifier
• Profile information made available by the platform
• Messages sent by the user
• Comments and replies
• Information voluntarily provided during a conversation
• Technical identifiers necessary to maintain or route the interaction
• Information related to customer service requests, inquiries, reservations, quotations, complaints, or other communications

The specific information received depends on the platform, permissions granted, and the nature of the interaction.

How Information Is Used

Information may be processed for purposes including:

• Responding to messages and comments
• Providing customer service
• Answering questions
• Managing inquiries and requests
• Providing information about products, services, events, promotions, or business operations
• Routing conversations to authorized personnel
• Managing quotations, reservations, appointments, leads, or customer requests
• Recording cases that require follow-up
• Improving automated responses and service quality
• Preventing abuse, spam, or misuse of digital services
• Supporting the normal operation of social media accounts and connected applications

Automated Systems and Artificial Intelligence

Some communications may be processed with automated systems or artificial intelligence tools.

These technologies may assist with:

• Understanding customer inquiries
• Preparing responses
• Categorizing conversations
• Routing requests
• Identifying conversations that require human review
• Supporting customer service operations

Automated responses may be reviewed or replaced by authorized personnel when appropriate.

Human Review

Messages or interactions may be reviewed by authorized employees, contractors, or representatives of IDEA Publicidad or the client whose account is being managed.

Human review may occur when:

• A user requests assistance
• An automated system cannot provide an appropriate response
• A complaint or sensitive matter is received
• An incident or service issue requires follow-up
• A quotation, reservation, employment inquiry, or specialized request requires attention
• Review is necessary to maintain service quality or security

Third-Party Service Providers

IDEA Publicidad may use third-party technology providers to operate social media management, automation, artificial intelligence, messaging, data processing, and internal workflows.

These providers may include services such as:

• Meta Platforms, Inc.
• Facebook
• Instagram
• Messenger
• WhatsApp
• Make
• OpenAI
• Notion
• Hosting, cloud, database, analytics, CRM, or automation providers used by IDEA Publicidad or its clients

Information may be transmitted to or processed by these providers only as necessary to operate the relevant service.

Each third-party provider maintains its own privacy practices and terms of service.

Client Accounts

IDEA Publicidad may manage social media accounts and applications on behalf of separate businesses or organizations.

Information received through a particular client account is used primarily for purposes related to that client and its customer service, communications, marketing, or business operations.

IDEA Publicidad does not treat information received through one client’s account as information belonging to another unrelated client.

Sale of Personal Information

IDEA Publicidad does not sell personal information obtained through social media messages, comments, or automated customer service interactions to advertisers or unrelated third parties.

Data Retention

Information may be retained for as long as reasonably necessary to:

• Respond to inquiries
• Maintain customer service records
• Complete follow-up actions
• Resolve disputes or complaints
• Maintain operational records
• Comply with legal or regulatory requirements
• Protect the security and integrity of digital services

Retention periods may vary depending on the type of information and the client involved.

Data Security

IDEA Publicidad uses reasonable administrative and technical measures designed to protect information processed through its systems.

However, no electronic communication, online platform, or storage system can be guaranteed to be completely secure.

Children’s Privacy

Our social media management and automation systems are generally intended to facilitate communications with adults, customers, parents, guardians, business representatives, and other users seeking information or customer service.

IDEA Publicidad does not intentionally use these systems to collect personal information from children for independent marketing purposes.

If a parent or guardian believes that personal information concerning a minor has been submitted through a managed account and wishes to request its review or deletion, they may contact us.

User Rights and Requests

Users may contact IDEA Publicidad to request:

• Information regarding personal data under our control
• Correction of inaccurate information
• Deletion of information
• Assistance regarding data associated with a social media interaction

Requests may require verification before they can be processed.

Data Deletion Requests

To request deletion of information associated with a social media interaction, please contact IDEA Publicidad using the contact information below.

The request should include, when applicable:

• Name
• Facebook or Instagram username
• The social media account or business contacted
• A brief description of the information or conversation involved

Once the request is verified, information under our control will be deleted or anonymized where reasonably possible, except where retention is required for legal, security, fraud-prevention, contractual, or legitimate operational purposes.

Deleting information from systems controlled by IDEA Publicidad does not necessarily delete information independently retained by platforms such as Meta, Facebook, Instagram, WhatsApp, or other third-party providers.

Users should contact those providers directly regarding information stored independently within their systems.

Platform Policies

Interactions through Facebook, Instagram, Messenger, WhatsApp, and other third-party platforms are also subject to the privacy policies and terms established by those platforms.

IDEA Publicidad does not control the independent collection, storage, or use of information performed directly by those platforms.

Changes to This Policy

This Privacy Policy may be updated periodically to reflect changes in technology, services, integrations, legal requirements, or business practices.

The effective date at the top of this page indicates the current version.