How to Reach Us
SnapsX maintains three monitored inboxes. Each routes to a human and is reviewed at least once per business day during the alpha period.
- [email protected] — partnership inquiries, sales questions, billing concerns, general account issues, and press requests.
- [email protected] — data-subject-rights requests under GDPR or CCPA (access, deletion, portability), sub-processor questions, and any privacy-policy clarification.
- [email protected] — vulnerability disclosures and security concerns. This address is also published in /.well-known/security.txt per RFC 9116.
Pick the inbox that matches your topic; we'll route internally if you guess wrong. The catchall [email protected]also reaches the operator inbox if you are unsure where to send your message — we respond within 2 business days.
Response Times
We aim to acknowledge every email within 2 business days during the alpha. Substantive answers may take longer for complex privacy or security inquiries; we will tell you up front if we expect a longer turnaround. Vulnerability reports to [email protected] are triaged on receipt and acknowledged within 1 business day.
Common Questions
v1 sidebar shape. The dashboard sidebar in the current alpha release exposes three pages: Console, Rules, and Accounts. There is no Settings page in v1. SnapsX v1 deliberately ships with no user-configurable safety knobs: replies fire whenever a matching event arrives, subject only to the non-configurable platform anti-ban floor (randomized 15–90s jitter, per-account Trigger.dev rate limits, message-length caps, and Meta's DM-messaging-window). Per-rule keyword triggers and response templates are configured inside the Rule Builder modal opened from the Rules page.
How do I connect a Facebook Page?
Open the Accounts page from the left sidebar, then click Connect. You'll be redirected to Facebook to grant the OAuth scopes SnapsX needs (page management and messaging). After consent, the page appears in your Accounts list and is ready to receive rules.
Why isn't my keyword rule firing?
The activity log is not a separately user-visible page in v1; per-rule run history is surfaced inside the rule's expanded card on the Rules page. Every processed event is recorded with one of three statuses: success (reply delivered), failed (Meta Graph API error — see the failure reason field), or skipped. Skip rows carry one of four reasons: window(outside Meta's 7-day Facebook or 24-hour Instagram messaging window), length(the response template exceeds Meta's 8000-char comment or 2000-char DM cap), limit (Meta-side rate limit hit), or dup-private-reply (Instagram-specific duplicate private-reply suppression). If you cannot find a corresponding row at all, double-check keyword spelling and that the rule is marked active. For raw event traces, email [email protected].
How do I delete my account?
Click your avatar (top-right of the sidebar) to open the Profile menu, then click Delete my account. Confirm by typing your email. The full cascade is documented at /data-deletion. If you cannot sign in, follow the email-request fallback on the same page.
Where does my data live?
See the Sub-processors section of the Privacy Policy. The short version: account records and rules live in Convex (United States), background jobs run on Trigger.dev, and the web application is hosted on Railway.
Is SnapsX safe for my Facebook Page?
SnapsX applies a layered safety surface designed to keep you within Meta's acceptable-use thresholds: randomized 15–90s jitter delays before each reply (non-configurable), per-account Trigger.dev token-bucket rate limits (SDK-managed), webhook idempotency keyed on (platform, accountId, commentId), message-length validation (8000 chars for comments, 2000 chars for DMs), and DM-messaging-window enforcement (7 days for Facebook, 24 hours for Instagram). These knobs are non-user-configurable by design in v1 — smarter, telemetry-informed limits will return in a future release once multi-user data is available. We do not bypass these safeguards under any circumstance.