How Gahide uses Messenger, Instagram and WhatsApp
For Meta App Review · Updated: October 2026
What Gahide is
Gahide is a customer service assistant for a specific business. It is not a general-purpose chatbot.
A business (a café, a salon, a clinic, a rental) connects its own Facebook Page, Instagram professional account or WhatsApp number. The owner enters what the assistant may say: services and prices, opening hours, address, booking rules, answers to frequent questions. When a customer writes to that business, the assistant answers on behalf of the business, using only that information, in the customer's language. If the answer is not in the business's data, it says so and offers to pass the question to a person — it does not make things up.
- It replies only to people who wrote to the business first, inside the messaging window. No cold or promotional messages.
- It does not pretend to be a human: asked directly, it says it is an AI assistant.
- A person from the business can read every conversation, take it over and hand it back at any time.
Permissions we request and why
| Permission | What it is used for |
|---|---|
pages_messaging | The assistant replies to customers who message the business's Page on Messenger. |
pages_show_list | When connecting, the owner chooses which of their Pages to connect. |
pages_manage_metadata | Subscribing the chosen Page to message webhooks, so we receive the customer's message. |
instagram_basic | Identifying the Instagram professional account linked to the Page. |
instagram_manage_messages | The assistant replies to Instagram Direct messages sent to the business. |
whatsapp_business_messaging | Receiving and sending WhatsApp messages for the business's own number. |
whatsapp_business_management | Connecting the number through Embedded Signup and managing message templates (booking reminders, category Utility). |
We request only what the product uses. Message templates are used only to remind a customer about a booking they made themselves.
How a business connects and disconnects a channel
- The owner signs in to the Gahide cabinet and opens Channels.
- Connect with Facebook opens Meta's own window. For Instagram and Messenger the owner picks the Page (its linked Instagram account connects with it); for WhatsApp, the business and the phone number (Embedded Signup).
- Gahide receives a one-time code, exchanges it on the server for an access token, subscribes the Page or the WhatsApp Business Account to webhooks and shows “Connected”. The token is never shown in the browser.
- To disconnect, the owner clicks Disconnect on the channel card. The Page is unsubscribed, the stored access token is deleted at once, and the assistant stops replying. Removing the Gahide app in Meta Business settings also revokes our access.
How a customer gets a human
A customer can ask for a person at any time (“I want to talk to a manager”). If the assistant cannot solve the request itself, or the topic needs a person (refunds, complaints, urgent cases), it tells the customer that a staff member will answer and passes the conversation over: the business gets a notification with a short summary, and the conversation is marked as taken by a human. From that moment the assistant stays silent in that conversation.
When a staff member answers from the Page inbox, Meta Business Suite or the Instagram app, the assistant pauses in that conversation for 12 hours after each human reply. Replies written by a human manager more than 24 hours after the customer's last message are sent with the HUMAN_AGENT tag, only within 7 days.
Data and deletion
We receive the customer's messages, sender ID, profile name, media by link, and the Page and phone number access tokens. They are used only to answer on behalf of the business, hand the conversation to staff and create a request or booking. We do not sell this data, do not use it for advertising and do not train general AI models on it. Conversations are kept for up to 90 days; tokens are deleted when a channel is disconnected; a business's data is deleted 30 days after payment stops.
- Privacy policy: gahide.ge/privacy
- Terms of service: gahide.ge/terms
- Data deletion instructions: gahide.ge/data-deletion
- Data deletion callback:
https://gahide.ge/api/meta?deletion=1— returns a status URL and confirmation code.
Company
Marstone Group LLC (შპს „მარსთოუნ ჯგუფი“), ID 405819315, 7 Otar Taktakishvili St., Apt. 26, Vake District, Tbilisi, Georgia.
Email: hello@gahide.ge · Phone: +995 596 77 33 11
მოკლედ ქართულად
Gahide — კონკრეტული ბიზნესის კლიენტების მომსახურების ასისტენტია და არა უნივერსალური ჩატბოტი. ის პასუხობს მხოლოდ მათ, ვინც ბიზნესს პირველმა მისწერა, და მხოლოდ იმ ინფორმაციით, რომელიც მფლობელმა კაბინეტში შეიყვანა. ბიზნესი არხს კაბინეტში, „არხების“ განყოფილებაში აკავშირებს და იქვე გამორთავს; კლიენტს ნებისმიერ დროს შეუძლია ადამიანის მოთხოვნა. მონაცემები და წაშლა — მონაცემთა პოლიტიკაში და მონაცემთა წაშლის გვერდზე.
Кратко по-русски
Gahide — помощник службы поддержки конкретного бизнеса, а не универсальный чат-бот. Он отвечает только тем, кто первым написал бизнесу, и только по данным, которые владелец внёс в кабинет. Бизнес подключает и отключает канал в кабинете, в разделе «Каналы»; гость в любой момент может попросить человека. Данные и удаление — в политике данных и на странице удаления данных.