Regain MISS Messaging — Privacy Policy
Effective: 18 October 2026
This policy covers Regain MISS Messaging, the Meta app through which Regain, Inc. ("Regain", "we") connects a clinic's Instagram professional account to MISS, our clinic management system. It explains what happens to an Instagram Direct or WhatsApp message you send to a clinic that uses MISS, including our test clinic account @regainteam.
Who is responsible
Regain, Inc., a Delaware corporation. Contact: anton@regain.ai.
The clinic you write to decides how your conversation is used for your care and bookings. For conversations with a clinic, Regain processes the data on that clinic's behalf. For our own test account @regainteam, Regain is responsible.
What we receive
When you send an Instagram Direct or WhatsApp message to a connected clinic account, Meta sends us:
- your Instagram-scoped user id, a number Meta issues for that one business account, which is not your username;
- on WhatsApp, your phone number and the profile name you set in WhatsApp;
- the text of your message and the time it was sent;
- a voice note, video note or photo, if you choose to send one.
We do not request your profile, followers, posts or contact details from Meta. On Instagram, we know your name, phone number or e-mail only if you write them in the chat yourself, for example to book a visit.
How we use it
- to show your conversation to the clinic's staff in their MISS inbox;
- to let the clinic's AI receptionist answer your questions about doctors, prices, opening hours and free visit times, and help you book;
- to turn a voice or video note into text, and to read a photo, so the receptionist can answer it;
- to send the receptionist's reply as text and as a voice note;
- to hand the conversation to a staff member when you ask for one, when your message describes an urgent symptom, or when the AI is not sure of the answer;
- to send replies back to you on Instagram or WhatsApp, only within Meta's 24-hour messaging window after your last message.
We do not use your messages for advertising. We do not sell them, and we do not use them to train AI models.
Who else processes it
- the clinic you wrote to, and its staff;
- Anthropic, which runs the AI model (Claude) that drafts the receptionist's replies and reads the photos you send, in the United States;
- Amazon Web Services, which hosts MISS, runs the same AI model when Anthropic is unavailable (Amazon Bedrock), and can read a reply aloud (Amazon Polly); Amazon Web Services may process it in any of its regions;
- Google Cloud, which turns voice notes into text (Speech-to-Text), reads video notes and reads a reply aloud (Vertex AI), and runs the same AI model (Claude) when Anthropic and Amazon Web Services are both unavailable, in the European Union for that last case;
- Meta, which carries the messages between you and the clinic under its own terms.
Each of them processes your messages only on our instructions and under contract, and none of them may use them to train its models.
How long we keep it
A clinic keeps your conversation for as long as it needs it to care for you and to meet its legal record-keeping duties. Conversations with our test account @regainteam are deleted within 90 days. We delete or anonymise a conversation sooner when you ask, unless a law requires the clinic to keep it.
Your choices
You can stop at any time by not writing again or by blocking the account on Instagram or WhatsApp. You can ask for a copy of your data, a correction, or deletion. How to ask for deletion is on our data deletion page.
Security
Data is encrypted in transit. Access is limited to the clinic's authorised staff and to Regain engineers who need it to run the service. Every access is logged.
Changes
If this policy changes, we will update it on this page and change the effective date.