Privacy of messages sent to MY:TIME (Facebook, Instagram, WhatsApp and Google)

This page supplements our Privacy Policy (https://www.mytime.mk/mk/politika-na-privatnost) and explains what happens to the messages, comments and reviews you send us on social networks, and to your conversations with our automatic assistant (chatbot) on Messenger and Instagram.

Data controller

VOČ ID DOO Skopje (MY:TIME), ul. Goce Nikolovski 74, Skopje, North Macedonia. Company no. 6174485. E-mail: contact@mytime.mk.

Data protection officer: Dragana Krstevska, +389 77 737 653, dragana@mytime.mk.

What we process

When you message us on Facebook Messenger, Instagram or WhatsApp, comment on one of our posts or ads, or review one of our stores on Google, we process:

• the text of the message, comment or review and when it was written;
• your name or username as the network shows it;
• your phone number, on WhatsApp only;
• the identifier the network (Meta, Google) gives us, needed to reply in the same conversation;
• our reply, and whether an employee (and who) or the automatic assistant wrote it;
• the products the assistant showed you in the conversation;
• if you tell us in the conversation that you are a MY:TIME CLUB member: the e-mail address you give, your club status (points, member prices, vouchers) and whether you confirmed it with a code.

We do not ask for payment card details in messages and we do not use messages for advertising.

Automatic assistant (chatbot) on Messenger and Instagram

When you message us on Facebook Messenger or Instagram, our automatic assistant may answer first. It is a computer program, not a person. Its replies are written by Google’s Gemini language model, based on our catalogue, prices and promotions, our list of stores and our shopping, warranty and repair rules.

• The assistant answers questions about products, prices, availability, stores and services, and can show you products from our web shop.
• The assistant can make mistakes. For orders, complaints and anything important to you, check with our staff at contact@mytime.mk or in a store.
• The assistant makes no decisions with legal effect for you: it does not accept or refuse orders, exchanges or complaints.
• If you give the e-mail address of your MY:TIME CLUB membership, the assistant looks it up in our loyalty system and may send you a code by SMS or Viber to confirm it is you. Only then does it show your points, member prices and vouchers.
• For confirmed members the assistant may remember a short summary of earlier conversations (for example which brands and products interested you) to answer you better. You can ask us to delete it at any time.

Our employees see the conversations with the assistant and can step in at any time.

Why

• to answer your questions, orders, repair, exchange and complaint requests, including outside working hours through the automatic assistant;
• to make sure no message goes unanswered and to improve our service (for example, how fast and how accurately we reply).

Legal basis: our legitimate interest in answering messages you sent us and, where a message concerns an order, exchange or complaint, performance of a contract or a legal obligation.

Who sees them

Only our customer support employees and authorised managers, through MY:TIME’s internal applications that require sign-in. This also applies to conversations with the automatic assistant. Messages are stored on MY:TIME’s own servers in Skopje.

Processors

• Meta Platforms (Facebook, Instagram, WhatsApp) and Google, whose services deliver the messages and reviews;
• Google (Gemini) — in our support application it suggests a reply and recognises the topic of a message, and an employee always reviews and sends the reply; in the automatic assistant on Messenger and Instagram it writes the reply itself;
• SALESmanago — the system behind the MY:TIME CLUB loyalty programme, where the assistant checks membership;
• Infobip — sends the SMS or Viber code that confirms membership;
• Cloudflare, which secures the connection to our applications;
• Synology, which holds an encrypted backup copy of our servers in a data centre in Frankfurt (Germany, EU).

We do not sell your data or share it with other third parties.

How long

1 year after the last message in the conversation. If the conversation is part of an order, exchange or complaint, it is kept as long as our Privacy Policy states for those cases (sections 9.4.1, 9.4.8, 9.4.9). Google reviews and our replies to them stay public on Google until you or we delete them there. The assistant’s temporary memory, which it uses to follow the current conversation, is deleted after 24 hours. A MY:TIME CLUB member’s summary is deleted when you ask, or after 1 year without a conversation with the assistant.

Your rights

You have the right of access, rectification, erasure, restriction, objection and portability. How to request deletion is explained at https://www.mytime.mk/mk/brisenje-na-podatoci. You can also ask for a copy of what the automatic assistant remembers about you. We handle requests within 30 days at the latest.

Children

We do not knowingly collect data from people under 18. A parent or guardian can request deletion at legal@mytime.mk.