Privacy policy

Who operates Relay

Relay is a staff messaging and customer relationship management tool operated by Channel Islands Family Dental Office (“we,” “us,” or “our”) at relay.cidentist.com. It allows authorized team members to view and respond to messages sent to our connected Facebook Page, organize conversations, and synchronize selected customer information with our customer relationship management system (“CRM”). This policy covers information processed through Relay; it does not replace any separate patient privacy notice or Meta’s privacy policies.

Information we process

When you contact our Facebook Page, Relay may process your Messenger Page-scoped identifier, the connected Page’s identifier, your name when available, message text, images and files exchanged in the conversation, links to attachments provided by Meta, message identifiers, and message dates and times. Conversation records also include status, staff assignment, unread indicators, and CRM record identifiers and synchronization results.

For staff accounts, we process names, email addresses, roles, account status, password hashes, and login session information such as IP address, browser information, and session timestamps. Integration credentials and necessary operational error information are processed to maintain the service. Relay does not ask for your personal Facebook password.

How we use information

We use this information to receive and answer inquiries, maintain conversation history across Messenger and our team inbox, assign work to authorized staff, follow up on inquiries, maintain relevant CRM records, manage staff access, prevent duplicate messages, investigate delivery or synchronization errors, and protect the service. Where applicable law requires a legal basis, these activities may relate to responding to your request, providing services you ask for, maintaining the security and operation of our communications, complying with legal obligations, or obtaining consent when required.

Messenger and CRM connections

Relay uses Meta’s Messenger APIs and webhooks to receive messages and replies sent through Facebook or Meta Business Suite. Replies and attachments sent from Relay are transmitted to Meta for delivery to the person in the conversation. Meta separately processes information under its own Privacy Policy.

When the CRM integration is enabled, we synchronize selected fields such as a customer’s name when available, Messenger identifier, conversation identifier, conversation status, last message date, and assigned staff member. The current CRM adapter does not transmit full message bodies or attachment contents to the CRM. Relay maintains the local message history; the CRM maintains linked customer records.

Who can access information

Authorized staff can access the shared inbox as needed for their work. Administrators also manage users and connection settings. Our hosting provider and configured service providers may process information to operate the application. Meta processes Messenger communications, and our configured CRM provider processes the fields sent to it. We may also disclose information when legally required or necessary to protect rights, investigate misuse, or maintain security. Relay does not contain advertising trackers or use message content to build advertising profiles.

Files and sensitive information

Files uploaded by our staff are stored in private application storage and sent to Meta when staff choose to send them in a conversation. Stored local attachments require an authorized Relay account to access. Attachments received from Meta may be provided through Meta-hosted links, whose availability is controlled by Meta.

Relay is intended for general inquiries and support, not emergencies or clinical record management. Please use the office’s established patient communication channels for medical records, detailed health information, payment-card details, or other sensitive documents. If you choose to include personal information in a Messenger conversation, it becomes part of the information processed as described in this policy.

Cookies and security

The staff website uses cookies and similar session mechanisms needed for sign-in, remembering a login when selected, and protection against cross-site request forgery. Relay itself does not include advertising or analytics cookies. We use account permissions, password hashing, server-side encryption of integration credentials, webhook-signature verification, and authenticated access to locally stored attachments. These measures reduce risk, but no system can guarantee complete security.

Retention

We retain conversation, account, attachment, and operational information for as long as reasonably necessary for support, service follow-up, security, and applicable recordkeeping or legal obligations. Retention depends on the nature of the information and our operational requirements. Administrators handle deletion requests; Relay does not currently apply a universal automatic deletion period. Where backups are maintained, deletion from backup copies follows the applicable backup lifecycle. Removing information from Relay does not automatically remove copies separately held in Facebook Messenger or the CRM.

Your choices and requests

Depending on applicable law, you may be able to request access to, correction of, or deletion of your personal information, or object to or request limits on certain processing. You may stop messaging our Facebook Page at any time. To make a request, contact Channel Islands Family Dental Office through our connected Facebook Page or the office’s usual contact channels. State that the request concerns Relay privacy or data deletion and identify the relevant Messenger conversation. We may need to verify your identity and may retain information where required or permitted by law. For information held separately by Meta, use Meta’s privacy and account controls.

Service location and policy changes

Our hosting and connected providers may process information in countries other than your own, subject to their arrangements and applicable requirements. This policy may change as Relay’s features or our practices change. We will publish the revised policy at this URL with an updated date.