Assort CS Inbox — Privacy Policy

Effective date: 15 June 2026

This policy explains how Assort ("we", "us") handles personal data in the Assort CS Inbox, an internal customer-service tool used by Assort salon staff to read and reply to messages customers send to Assort's own social-media accounts.

1. Who we are

Assort (株式会社assort) operates hair salons and the social-media accounts customers contact us through. The Assort CS Inbox is used only by authorised Assort staff and is not available to the public.

2. What data we process

When you send a message, review, or comment to an Assort social-media account (for example, a Google review, an Instagram direct message, or a Facebook Messenger message), the CS Inbox processes:

the content of your message, review, or comment;
your public profile name or handle on that platform;
the platform, account, and timestamps associated with the conversation;
images you attach to a direct message — if you send a photo in an Instagram or Facebook DM, we store a copy of that image so our staff can view it when preparing a reply. Image attachments are retained for up to 90 days and then permanently deleted;
the reply our staff send back to you.
Post-visit feedback. If you complete our optional feedback survey (linked from your Fresha post-visit "thank you" email), we store your answers and any comment you choose to add, together with the salon and stylist you selected. We do not ask for your name or email in the survey. Comments may be automatically categorised and machine-translated by our AI assistant (Moné, powered by the same Anthropic Claude service described in section 4) so that staff can read your feedback in their working language (English or Japanese), and to help us spot themes and improve our service. We keep this feedback to track service quality over time.

We do not collect data about you beyond what you send to our social accounts, what those platforms make available with the message, and any feedback you voluntarily submit through our survey. We do not use this data for advertising and we do not sell it.

3. Why we process it and how

We process this data for one purpose: to respond to your inquiry and provide customer service. A message you send is shown to Assort staff in the CS Inbox. The tool prepares a suggested draft reply with AI assistance; an Assort staff member reviews, edits if needed, and approves it; only then is the reply sent back to you on the same platform. No reply is sent automatically — a human approves every reply.

4. Where data is stored and who processes it

Conversation data is stored in Google Cloud Platform (BigQuery). To prepare draft replies, and to help us understand customer feedback overall (for example, categorizing the topic and sentiment of messages and reviews for internal statistics), we use Anthropic's Claude AI service. Photos you attach to a direct message — not only your message text — may also be processed by this AI service to help our staff draft a reply. Assort staff may also use the same AI assistant interactively to help revise a reply before sending it; this uses the same Anthropic service and does not introduce any new third-party data processor. These providers act as our service providers and process the data only to deliver these functions on our behalf. Data is handled in accordance with the relevant platforms' developer and data-use policies.

AI processing and improvement log. Messages you send us, and messages our team sends in reply, may be processed by our AI assistant (Moné) to draft replies and analyse sentiment. A copy of these exchanges is kept in an internal improvement log for up to 180 days, after which it is automatically deleted. This log is used only to improve our service and is never sold or shared with third parties.

5. How long we keep it

We keep conversation data for as long as needed to handle your inquiry, to keep a record of customer-service history, and to meet our legal and operational obligations. When it is no longer needed it is deleted.

6. Your rights and how to request deletion

You may ask us to access, correct, or delete the personal data we hold about you in the CS Inbox.

To request deletion of your data, email global_office@assort-hair.com with the subject line "CS Inbox data deletion" and tell us the platform and account name you contacted us from so we can locate your conversation. We will confirm and complete the deletion of the personal data we control, subject to any records we are legally required to retain.

7. Contact

For any privacy question about the Assort CS Inbox, contact us at global_office@assort-hair.com.

8. Changes to this policy

If we change this policy we will update the effective date above.