When you message Ask Viya, we may collect and process your Messenger sender ID, messages, quick-reply choices, button selections, support case details, operational notes, and technical information needed to operate and protect the service.

Support case details may include support code, topic, tag, assigned team, status, priority, timestamps, feedback rating, and conversation activity metrics.

We do not ask for your full name, phone number, email address, address, exact location, payment information, or government ID through the bot. If you choose to include personal or sensitive information in your messages, that information may be visible to authorized Viya support staff who help respond to your case.

We use information to receive and respond to Messenger messages, route questions to the appropriate Viya educator or support team, provide support codes, request and record consent, track case status and service metrics, detect errors, protect the service, and comply with legal, safety, platform, or operational obligations.

We do not sell personal information. We do not use Messenger conversation data for third-party advertising.

We share information only as needed to operate Ask Viya. Meta/Facebook Messenger and Meta Business Suite process Messenger messages and Page inbox activity according to Meta’s own terms and privacy policy.

Authorized Viya educators and operational staff may see support case details so they can respond to users. Telegram may receive educator assignment alerts containing case routing details, support codes, and Messenger sender IDs for authorized operational staff. Google Sheets may store the support case tracker used by the Viya team.

Hosting, logging, backup, and security providers may process limited operational data on Viya’s behalf. We may disclose information if required by law or when necessary to protect users, staff, the service, or the public.

Viya keeps support case information only for as long as needed for support, quality review, reporting, safety, legal, and operational purposes.

The project’s retention target is to anonymize closed support cases after 90 days, once Viya has formally approved and enabled the retention process. Anonymization removes or clears identifying fields such as Messenger sender ID, support code, inbox link, source campaign, and processed message IDs from the local case record. Google Sheets rows may also be anonymized where the approved retention process supports it.

Some information may be kept longer if needed for legal obligations, safety review, abuse prevention, service security, backup integrity, or unresolved support operations.

You can stop messaging Ask Viya at any time.

You may request access to, correction of, or deletion of information associated with your Messenger conversation by sending a message to the VIYA Cambodia Facebook Page. To help us find your record, include your support code if you have one. Do not send extra sensitive information in your request unless it is necessary.

We will review deletion requests and delete or anonymize information where required, unless we need to keep certain information for legal, safety, security, or operational reasons. You can also manage or delete information held by Meta through your Facebook or Messenger settings.

Viya uses access controls, private service credentials, webhook verification, restricted operational accounts, and limited team access to protect the bot and case tracker. No system is perfectly secure, but we work to limit access to people and systems that need it to operate Ask Viya.

Ask Viya provides educational support through Messenger. If you are under the age required by your local law to use Messenger or to consent to this service, please use the service only with permission from a parent, guardian, or other responsible adult where required.

Because Ask Viya uses online services such as Meta, Telegram, Google, hosting, and security providers, information may be processed in countries other than where you live. We use these services to provide and secure the bot.

We may update this Privacy Policy when the service, legal requirements, or operational practices change. The updated version will show a new effective date.

For privacy questions or requests, contact VIYA Cambodia through the VIYA Cambodia Facebook Page.