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Terms of Service

Last updated: July 12, 2026

1. Acceptance of Terms

By accessing or using One Desk Pro ("the Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the Platform. These Terms apply to all users, including administrators, agents, and customers.

2. Description of Service

One Desk Pro is a multi-channel customer support and team collaboration platform. It enables organizations to manage customer conversations across channels including Facebook Messenger, and provides tools for team management, ticket handling, and real-time chat.

3. Account Registration and Security

You are responsible for:

  • Providing accurate and complete registration information
  • Maintaining the confidentiality of your login credentials
  • All activities that occur under your account
  • Notifying us immediately of any unauthorized use of your account

You must be at least 18 years of age to create an account and use the Platform.

4. Facebook Messenger Integration

The Platform offers integration with Facebook Messenger as a communication channel. By connecting a Facebook Page to the Platform, you authorize us to:

  • Access your Page's messages and conversations
  • Send and receive messages on your behalf
  • Manage webhook subscriptions for your Page
  • Configure Messenger Profile settings (Get Started button, Ice Breakers)
  • Access basic Page information (name, ID, profile picture)
  • Access basic customer profile information (name, profile picture)

You may disconnect the Facebook Messenger integration at any time through your channel settings. Disconnecting will revoke our access to your Page's messages and conversations.

5. Data Collection and Use

We collect and process the following data when you use the Platform, including through the Facebook Messenger integration:

  • Account Information: Name, email address, profile picture, and organization details
  • Communication Data: Messages, message metadata (delivery receipts, read receipts), attachments, and conversation history
  • Facebook Page Data: Page ID, name, category, access tokens, and tasks
  • Customer Data: First name, last name, profile picture, and message content from users who contact you via Messenger
  • Usage Data: Log data, device information, and analytics related to Platform usage

We use this data solely to provide, maintain, and improve the Platform's services. We do not sell, rent, or share your data with third parties for their own marketing purposes.

6. Data Storage and Security

We implement appropriate technical and organizational measures to protect your data, including:

  • Encryption of data in transit (TLS) and at rest
  • Secure storage of access tokens using industry-standard practices
  • Regular security audits and vulnerability assessments
  • Access controls and authentication requirements for all personnel
  • Webhook signature verification for all incoming Facebook events

Data is stored on secure cloud infrastructure. Retention periods are detailed in our Data Deletion Policy (Section 11).

7. User Rights and Controls

You have the right to:

  • Access: Request a copy of the data we hold about you
  • Correction: Request correction of inaccurate or incomplete data
  • Deletion: Request deletion of your data (see Section 11)
  • Portability: Request transfer of your data to another service
  • Withdraw Consent: Disconnect integrations and revoke access at any time

To exercise any of these rights, contact us at the information provided in Section 13.

8. Acceptable Use

You agree not to:

  • Use the Platform for any unlawful purpose or in violation of any laws
  • Impersonate any person or entity or misrepresent your affiliation
  • Interfere with or disrupt the integrity or performance of the Platform
  • Attempt to gain unauthorized access to the Platform or its related systems
  • Use the Platform to send spam, unsolicited messages, or harassment
  • Use the Platform in a way that violates Facebook's Platform Policies, Community Standards, or any other applicable third-party policies

9. Third-Party Services

The Platform integrates with third-party services, including Facebook/Meta Platforms. Your use of these services is subject to their respective terms and policies:

We are not responsible for the practices of third-party services. We encourage you to review their policies before using integrations.

10. Limitation of Liability

To the maximum extent permitted by applicable law, One Desk Pro and its operators shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to your use of the Platform. This includes, but is not limited to, loss of data, loss of business, or interruption of service.

11. Data Deletion

11.1 Account Deletion

You may request deletion of your account and associated data at any time by contacting us at the email address in Section 13. Upon account deletion:

  • All account information will be permanently deleted within 30 days
  • Conversation history and message data will be permanently deleted
  • Facebook Page access tokens will be revoked
  • Facebook webhook subscriptions will be removed

11.2 Facebook Data Deletion

If you have connected a Facebook Page to the Platform and wish to delete all Facebook-associated data:

  • You may disconnect the Facebook channel at any time through the Platform's channel settings
  • Disconnecting will immediately revoke our access to your Page and delete stored Page access tokens
  • Existing conversation histories from Messenger will be retained only as part of your organization's general chat records (without Page association)
  • To fully remove all Facebook-associated data, submit a data deletion request to the contact in Section 13
  • All Facebook-associated data will be permanently deleted within 30 days of your request

11.3 Customer Data Deletion

If you are a customer who has communicated with an organization through Facebook Messenger via the Platform, your data is controlled by that organization. Please contact them directly to request deletion of your conversation data. If you need assistance, you may contact us at the email address in Section 13.

12. Changes to These Terms

We reserve the right to modify these Terms at any time. We will notify users of material changes via email or through the Platform. Continued use of the Platform after changes constitutes acceptance of the updated Terms.

13. Contact Information

If you have any questions about these Terms, or if you wish to exercise your data rights, please contact us:

14. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which the Platform operator is established, without regard to its conflict of law provisions.