Privacy Policy

We collect only what we need to run the service:

• Account data: the name and email address of the person who signs in, plus information received from an email verification flow or a supported sign-in provider.
• Prospect and sales-request data: the name, email, optional WhatsApp number, preferred reply route, company, website, channel mix, business goal, free-text context, reply permission, and campaign attribution that a prospect chooses to submit through the contact form.
• Business content: the information you add about your business, your saved replies, segments, and automation rules.
• Customer conversations: the messages exchanged between your business and your end customers on connected channels, and the contact records tied to them.
• Integration credentials: the tokens that let us send and receive on your connected channels, stored encrypted (see Security).
• Technical data: IP address, device/browser information, and log data used to keep the service secure and reliable.
• Website request counts: we count HTML page requests by broad page category in our short-lived server logs, without cookies, visitor identifiers, full URLs, or campaign parameters. These counts can include bots and do not represent unique people.
• Essential routing cookies: our cloud load balancer may set AWSALB and AWSALBCORS cookies for up to seven days to keep requests routed consistently. They are used for service delivery and reliability, not for advertising or cross-site tracking.
• Display preference: your light or dark theme choice is stored in a first-party cookie for up to one year. It is used only to remember that setting, not for advertising or cross-site tracking.
• Optional measurement: if you allow the Analytics category in Privacy choices, Google Analytics and PostHog (where enabled) may receive allowlisted usage events, a pseudonymous browser identifier, coarse device/browser information, and sanitized page and campaign fields. We do not send form contents, names, emails, phone numbers, message text, raw URLs, or account identifiers to these tools.
• Advertising attribution: this is a separate optional choice. If you allow it, supported ad click identifiers may be preserved for campaign reporting. When Meta conversion reporting is enabled, we may send Meta your ad click identifier, browser user agent, and confirmed signup, trial or payment event, including payment amount and currency, to measure and optimize our advertising. This reporting does not include your email, phone number or conversation content.

When you connect a Meta channel, such as a WhatsApp Business number, an Instagram professional account, or Facebook Page messaging, you authorize us to access data through Meta's APIs on your behalf. This may include the connected account profile, messages your end customers send, message content and attachments, and the profile name and identifier Meta provides for those end customers.

We use Meta platform data to provide the messaging features you enable. This includes delivering incoming messages to your inbox, letting your team and enabled automation draft or send replies, and keeping conversation history. We do not sell Meta platform data or use it for advertising. We share it only with service providers needed to operate the service or where required by law.

Our handling of Meta platform data is subject to the applicable Meta and WhatsApp terms and policies. Disconnecting a channel stops Otobiz from using its stored credential for new traffic. Existing history remains until you delete the related contact or brand, or a verified Meta deletion request is processed, as described below.

The conversations and contact records that flow through your brand belong to you. We process them to operate the inbox, generate AI-assisted replies from your brand data, run the automations you configure, and provide product reporting. We do not use your customers' data to train shared or third-party models, and we do not sell it.

Brand data is separated using database policies and server-side membership checks. The brand owner controls membership. Active members can use day-to-day product areas within their available branch scope. A member with no branch assignment has brand-wide operational access. Otobiz does not currently provide per-contact masking or per-member export restrictions. You remain responsible for the rights, notices, and consent needed to message your end customers.

• Provide the service: route messages, draft and send replies, run automations, and show reports.
• AI assistance: generate or send replies from your brand data when you enable those features. Some consequential actions and campaign flows require review or approval, but not every automated reply is reviewed before sending.
• Security and reliability: detect abuse, prevent fraud, debug, and keep the service available.
• Support and communication: respond to your requests and send service notices.
• Sales requests: validate and route a prospect's request, prevent duplicate or abusive submissions, understand how the prospect found Otobiz, prepare a relevant reply, and follow up through the contact route the prospect selected.
• Optional measurement and attribution: understand aggregate acquisition and product usage only after the corresponding Privacy choices are allowed.
• Legal: comply with applicable law and enforce our Terms.

We do not sell personal data. We share data only with service providers that help us run the platform, for example cloud hosting, transactional email delivery, operational messaging, and AI model providers used for enabled features. A sales request may be routed through our private operational messaging channel so the Otobiz team can review and answer it. We may also disclose data if required by law or to protect the rights, safety, and security of our users and the public.

We keep personal data only for as long as we need it to provide the service, and each category of data has its own retention rule:

• Account and membership data: kept while needed to provide access and support the service. Deleting a brand removes membership records for that brand. Contact us for an account-level deletion request.
• Prospect and sales-request data: kept only while needed to answer the request, manage the resulting business relationship, prevent abuse, and meet applicable legal obligations. A prospect may ask for access, correction, or deletion by emailing support@otobiz.ai. Provider-side delivery records follow the provider's retention and deletion process.
• Contacts, conversations, and attachments: kept while your brand is active. Deleting a contact removes that contact and its linked conversation records from the primary production database. The app does not currently offer deletion of an individual conversation without deleting its contact.
• After a plan ends: brand data is retained for 90 days and then becomes eligible for the automated deletion process. We attempt to notify the owner 30 days, 7 days, and 1 day before the scheduled date. Starting a plan again before deletion stops the process. Safety controls or operational failures can delay an automated deletion, so contact us if you need confirmation of status.
• Meta platform data: a disconnect removes the stored channel credential through the channel disconnect process and stops Otobiz from using it for new traffic. Existing customer history remains until you delete the related contact or brand, or a verified Meta deletion request is processed.
• Integration credentials: removed through the disconnect or brand-deletion process. Provider-side unsubscribe and revocation steps depend on the connected provider and may require follow-up if that provider is unavailable.
• Technical, security, and activity records: generally pruned on a 90-day schedule. Cleanup can take longer where a deletion or retention job needs operational follow-up. Product activity entries are operational logs, not immutable or tamper-evident audit evidence.
• With Analytics allowed, the first-party otobiz_acquisition cookie retains sanitized campaign details and a pseudonymous browser/session identifier for up to 30 days to associate completed signups, trials, and verified payments. Withdrawing Analytics clears this cookie and suppresses pending server conversions.
• Optional analytics data: browser storage remains until you withdraw consent, clear it, or it expires. Where optional provider measurement is enabled, we target 90-day raw-data retention where the provider supports it. Aggregated reports may remain longer. Provider deletion and retention controls still apply to data already received.
• Backups and stored media: deleted database rows may remain in encrypted backups until those backups expire or are replaced under the backup process. A media object may also remain after its database reference is removed if storage cleanup is delayed. These copies are not available through the product and follow backup or storage cleanup processes.

You can remove a contact, disconnect a channel, or request deletion of a brand in the app. Some cleanup steps continue outside the app:

• Delete a contact: delete the contact from the Contacts area. This removes the contact and linked conversation records from the primary production database. Backup and stored-media cleanup follow the limits above.
• Disconnect a channel: remove the connected channel from channel settings. The process removes its stored credential and stops new traffic through Otobiz. Existing conversation history stays in the brand until you delete the related contacts or the brand.
• Revoke Meta access: remove Otobiz from your Facebook or Instagram settings under Apps and websites or Business integrations. Meta sends us a request that is processed asynchronously. A Meta-side revocation is not confirmation that every existing record has already been deleted.
• Delete your brand: go to Settings, then General info, and choose Delete brand. You must disconnect a live WhatsApp channel first. Brand deletion removes the brand and its primary business records from the production database. It also attempts provider-side disconnect and stored-media deletion. If an external provider or storage service is unavailable, that cleanup may take longer or require follow-up.
• WhatsApp numbers and your two-step PIN: when you activate a WhatsApp number with us, we set a six-digit registration PIN at Meta. The PIN protects the number from re-registration and outlives a disconnect. Meta does not provide a way for Otobiz to switch it off. Delete brand will not run while WhatsApp is connected. Disconnect first. If you are moving the number, turn off two-step verification in WhatsApp Manager under Account tools, Phone numbers, your number, Settings, and Two-step verification. If the number is locked, use Change PIN in WhatsApp Manager. You do not need the old PIN.
• Request deletion by email: email support@otobiz.ai from the address associated with your account with the subject "Data deletion request". We will verify the request, process it, and confirm the status. Backups, supporting records, and delayed external cleanup follow the limits in this section.

End customers should send deletion requests to the business they messaged. Deleting the contact removes its linked conversation records from the primary production database. End customers may also email support@otobiz.ai; we will forward the request to the business and assist with the response. We also process verified deletion requests that Meta sends on a user's behalf.

Supporting records. Limited records may remain where needed for billing, security, fraud prevention, dispute handling, legal obligations, or proof that a deletion request was received. These may include invoices, technical logs, security records, and deletion-request evidence. They are not used to restore deleted brand content.

Trial-use record. When a brand is deleted, we may keep a one-way salted hash of the owner's email address to prevent repeated free-trial use. It cannot be used to send email or restore deleted content. Contact support@otobiz.ai if you have a question about this record or a request relating to it.

• Data separation: brand-scoped database policies and server-side membership checks are used to prevent cross-brand access.
• Encryption: data is encrypted in transit (TLS), and channel credentials are sealed with envelope encryption at rest.
• Team access: the owner manages membership and owner-only settings. Active members can use day-to-day areas within their available branch scope. Members without a branch assignment have brand-wide operational access.
• Automation controls: routine replies may send automatically when enabled. Some consequential actions and campaign flows require review or approval.
• Activity records: product activity entries help teams understand recent actions, but they are not immutable or tamper-evident audit evidence.

No method of transmission or storage is perfectly secure, but we work to protect your data using industry-standard measures and to notify you of material incidents as required by law.

Depending on where you live, you may have the right to access, correct, export, or delete personal data, and to object to or restrict certain processing. End customers should direct such requests to the business they were messaging; we will assist that business in responding. To exercise a right that we control directly, contact support@otobiz.ai.

Use Privacy choices in the website footer or product Settings to allow, refuse, or withdraw optional measurement and advertising attribution separately. Optional analytics is off until you allow it. Refusal or withdrawal clears browser-accessible Google Analytics and PostHog storage; Global Privacy Control also keeps optional analytics off. Data already received remains subject to the provider-side retention and deletion rules described above.

Otobiz is a business tool and is not directed to children. We do not knowingly collect personal data from children under the age required by applicable law without appropriate consent.

We may update this policy as the product and the law evolve. When we make material changes we will update the date above and, where appropriate, notify you. Continued use of the service after an update means you accept the revised policy.

Questions about this policy or your data? Email us at support@otobiz.ai.