Privacy Policy

This Privacy Policy explains how ChatCRM(“we”, “us”, “our”) collects, uses, stores and shares information when you use our cloud CRM for WhatsApp, Instagram and Facebook Messenger (the “Service”).

By creating an account or using the Service, you agree to this policy. If you do not agree, do not use ChatCRM.

1. Who we are

ChatCRM is a hosted software-as-a-service platform. We process data on behalf of our customers (businesses that connect their Meta messaging channels) and for our own account administration. For customer contact and conversation data, the customer is typically the data controller and we act as a processor.

Questions: legal@chatkram.com

2. Information we collect

Account information

• Name, email address and password (stored hashed)
• Company / workspace name and settings (e.g. default country code)
• Billing and subscription details if you are on a paid plan

Channel and messaging data

• Credentials and tokens you provide to connect WhatsApp Cloud API, Messenger and Instagram (encrypted at rest)
• Messages, media references, delivery/read receipts and related Meta webhook events
• Contact profiles you create or that we derive from chats (names, emails, phones, tags, attributes, pipeline stage, notes)
• Campaign and segment definitions, send logs, and engagement metrics (sent, delivered, read, replied, skipped)

Usage and technical data

• Log data such as IP address, browser type, timestamps and request paths
• Product analytics needed to operate, secure and improve the Service

3. How we use information

• Provide the inbox, contact CRM, analysis, segments and bulk campaigns
• Authenticate users, enforce access control and prevent abuse
• Comply with Meta messaging rules (including the 24-hour window and opt-outs)
• Communicate about the Service (security alerts, product updates, support)
• Improve reliability, features and documentation
• Meet legal obligations

We do not sell your personal data. We do not use customer conversation content to train third-party foundation models unless you explicitly enable a feature that requires it and are informed of that processing.

4. Message analysis

The Service analyses inbound messages to extract intent, sentiment, urgency, tags and entities (such as email or phone). Analysis may use automated rules and, when enabled on your plan, AI models operated by us or our subprocessors. Results are written back to your workspace so you can score leads and build campaign audiences.

5. Sharing and subprocessors

We may share data with:

• Meta Platforms — when you send or receive messages through WhatsApp, Messenger or Instagram via their APIs
• Infrastructure providers — hosting, databases, email delivery, error monitoring and similar services bound by contracts
• Your team members — users you invite to your workspace
• Authorities when required by law, or in connection with a merger, acquisition or asset sale (with notice where legally required)

6. Retention

We retain account and workspace data for as long as your account is active. After deletion or termination we delete or anonymise personal data within a reasonable period, except where we must retain it for legal, security or dispute-resolution reasons. Message and contact retention within an active workspace follows your use of the product (you may delete contacts, conversations and campaigns subject to technical limits).

7. Security

We use industry-standard measures including encryption in transit (HTTPS), encryption of channel credentials at rest (AES-256-GCM), access controls and webhook signature verification. No method of transmission or storage is 100% secure; please use strong passwords and limit workspace access to trusted teammates.

8. Your rights

Depending on where you live, you may have rights to access, correct, delete, export or restrict processing of your personal data, and to object to certain processing. Workspace admins can manage most customer data in the product. For account-level requests, email legal@chatkram.com. We may need to verify your identity before responding.

9. International transfers

We may process data in countries other than where you or your end customers are located. Where required, we use appropriate safeguards (such as standard contractual clauses) for cross-border transfers.

10. Children

The Service is for business use and is not directed at children under 16. We do not knowingly collect personal data from children.

11. Changes

We may update this policy from time to time. We will post the revised version on this page and update the “Last updated” date. Material changes may also be notified by email or in-product notice.

12. Contact

Privacy requests: legal@chatkram.com
Also see our Terms of Service.