Privacy Policy

1. Information We Collect

We collect information you provide directly, including:

• Account data: name, email address, company name, and billing information when you register
• Content data: messages, documents, and media you upload to the knowledge base or send through the platform
• Usage data: conversation metadata, integration configurations, AI interaction logs, feature usage patterns, and session information
• Device data: browser type, IP address, operating system, and referral URLs collected automatically

2. How We Use Your Information

• Provide, operate, and maintain the Chats platform
• Process and route customer messages across connected channels
• Power the AI assistant to generate relevant, context-aware responses
• Send transactional emails such as technical notices, security alerts, and account updates
• Analyze aggregated, anonymized usage patterns to improve platform performance
• Detect and prevent fraud, abuse, and security incidents
• Comply with legal obligations and enforce our terms

3. Data Sharing & Third Parties

We do not sell, rent, or trade your personal information. We share data only in these limited circumstances:

• Messaging platforms: WhatsApp, Instagram, Telegram, and other connected channels receive message content as required to deliver your messages
• Infrastructure providers: cloud hosting, database, and CDN providers who process data under strict data processing agreements
• Legal requirements: when required by law, court order, or governmental authority

4. AI & Knowledge Base Data

Documents uploaded to the RAG knowledge base are processed to generate vector embeddings for semantic retrieval. Your documents and conversation data are never used to train external AI models. AI-generated response logs are stored for quality assurance and are accessible only to authorized members of your business account. You may delete knowledge base documents and their embeddings at any time.

5. Cookies & Tracking

We use essential cookies to maintain your session and preferences. We may use analytics cookies to understand how visitors interact with our website. You can control cookie preferences through your browser settings. We do not use third-party advertising trackers.

6. Data Security

We implement industry-standard security measures including encryption in transit (TLS 1.2+), encryption at rest (AES-256), secure authentication via JWT, role-based access controls, and regular security audits. Access to customer data is restricted to authorized personnel on a need-to-know basis. We maintain incident response procedures and will notify affected users of any data breach within 72 hours.

7. Data Retention & Deletion

We retain your data for as long as your account is active or as needed to provide the Service. Conversation data is retained for up to 24 months after account closure unless you request earlier deletion. You can request full deletion of your data at any time by contacting privacy@chats.app. Deletion requests are processed within 30 days.

8. International Data Transfers

Your data may be processed in countries outside your own. We ensure appropriate safeguards are in place, including Standard Contractual Clauses (SCCs) where applicable, to protect your data in compliance with applicable data protection laws.

9. Your Rights

Depending on your location, you may have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data
• Export your data in a portable format
• Restrict or object to certain processing activities
• Withdraw consent where processing is consent-based

Contact privacy@chats.app to exercise any of these rights. We will respond within 30 days.

10. Children's Privacy

The Service is not intended for individuals under the age of 16. We do not knowingly collect personal information from children. If we become aware that we have collected data from a child, we will take steps to delete it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or an in-app notice at least 14 days before they take effect. Continued use of the Service after changes constitutes acceptance.

12. Contact

For any privacy-related questions or concerns, contact our data protection team at privacy@chats.app.