1. Who we are
Textually provides software that businesses use to send text messages to their leads and customers in the United States and Canada and to answer replies in a shared inbox. Questions about this policy go to hello@usetextually.com.
2. Two kinds of information
Account information belongs to our customers and the people on their teams. We decide how it is used, as described here.
Contact information is about the people our customers text. Our customers decide whom to text and why; we process that information on their behalf and only to provide the service. If you received a text from a business using Textually, that business is responsible for it, and you can reply STOP at any time.
3. What we collect
From customers: name, work email, company, team members and roles, the answers in your application, and payment details handled by our payment processor (we never see or store full card numbers).
For carrier registration: legal business name, tax ID, business address and website, an authorised contact, your use case, how people opt in, and sample messages.
Contact information you upload or send: phone numbers, names and any other columns in your lists, consent records (where and when each person agreed), and the texts sent and received.
Usage information: sign-ins, pages and actions in the app, device and browser details, and error reports. Product analytics cookies are set only if you accept them.
4. How we use it
To run the service: register your business and numbers with the carriers, send each text, record replies, stop texts after an opt-out, and show conversations in your inbox.
To support and bill you, keep the service secure, prevent misuse such as texting without consent, and meet our legal and carrier obligations.
To suggest replies and summarise conversations when you ask for it, using the text of the conversation.
We do not sell personal information, and we do not use contact information for our own marketing.
5. Who processes it for us
Service providers that handle information only to run Textually: Supabase (database and sign-in), Vercel (hosting), Twilio (sending and receiving texts and carrier registration), Stripe (payments), Inngest (scheduled background work), OpenAI (suggested replies and summaries, through its business API), our email delivery provider, and, only with your consent, our product analytics provider.
Carriers and The Campaign Registry receive your registration details so your numbers can be approved. We also share information when the law requires it or to protect people from fraud and abuse.
6. Opt-outs
When someone replies STOP or another opt-out word, texts to that number stop before the next send. We keep the opt-out on record so the number is not texted again by mistake, including if it is uploaded again later.
7. How long we keep it
Account and contact information is kept while your workspace is active. Consent records and opt-outs are kept for at least four years, because carriers and regulators can ask for them. After a workspace closes, its owner has 30 days to export it, and it is deleted within 90 days, except what we must keep by law or to resolve a dispute.
8. Security
Information is encrypted in transit, access inside the app is limited by workspace and role, team members can turn on two-step sign-in, and staff access is limited to what support and operations need.
9. Your rights
You can ask to see, correct or delete your information, or ask how it is used, by writing to hello@usetextually.com. Residents of California (CCPA as amended by the CPRA) and of Canada (PIPEDA and provincial laws) have these rights by law, and we extend them to everyone.
If a business texted you through Textually, please contact that business first. If you write to us instead, we will pass your request to them and help them answer it.
10. Where information is stored
Information is stored and processed in the United States. If you are in Canada, it may be accessed by the authorities of the United States under its laws.
11. Children
Textually is a business service and is not meant for anyone under 18.
12. Changes
When this policy changes, we update the version date above and tell customers by email before a material change takes effect. Questions: hello@usetextually.com.