1. Introduction & Scope
This Policy covers data we process when you create or use a Chatwise account, connect Instagram, WhatsApp where available, or other supported channels to the Platform, use features such as comment-to-DM automation, templates, assignments, AI-assisted replies, summaries, categorization, notifications, or voice/audio replies where available, interact with our websites, dashboards, documentation, or support channels, or use our mobile experiences and related notification features where available.
Note: We do not operate Instagram, WhatsApp, Firebase Cloud Messaging, or other third-party platforms and infrastructure providers. Their collection and use of data is governed by their respective policies and terms.
2. Information We Collect
2.1 Account & Contact Information
We may collect your name, email address, phone number, business name, workspace or organization details, and authentication and security data such as password hashes, login history, and multi-factor authentication tokens.
2.2 Channel & Business Information
We may collect and process Instagram / Meta IDs such as page IDs, user IDs, post IDs, reel IDs, comment IDs, and conversation identifiers; WhatsApp Business number, business profile IDs, message IDs, conversation IDs, and related channel metadata where WhatsApp support is available and connected; workspace configuration, automation rules, routing rules, templates, assignments, and saved responses; and channel access credentials, tokens, or connection metadata while your integrations remain active.
2.3 Messaging Content, Audio, Media & Metadata
We may collect and process messages you send or receive through the Platform, including Instagram comments, DMs, WhatsApp messages where available, internal reply drafts, and related message metadata; timestamps, delivery/read receipts, sender or participant identifiers, and chat/workspace identifiers; message attachments and media needed to render, transmit, process, or display conversations in the Platform; and metadata associated with chats, such as categorization, summaries, tags, assignment state, and conversation history.
If you choose to record and send a voice reply or audio message using Chatwise where that feature is available, we collect the audio content you intentionally record and upload, along with related metadata such as timestamp, duration, file size, sender identifier, chat identifier, workspace identifier, and delivery or processing status. This audio is collected and processed so it can be transmitted, stored, and displayed as part of chat functionality.
For Instagram, WhatsApp where available, and similar integrations, we may access temporary media URLs or fetch media as needed to render messages and attachments. Some third-party media may be transiently cached and later purged after processing, subject to platform limitations and operational requirements.
Media, attachments, and audio that you intentionally upload or send through Chatwise may be processed and stored by Chatwise and its service providers as needed to provide chat functionality, maintain message history, support troubleshooting, enforce security, and operate the Platform.
2.4 Usage, Device & Technical Data
We may collect IP address, device type, device model, browser type, operating system, app version, language, and time zone; pages viewed, referring / exit pages, clicks, actions performed in the dashboard, and feature usage metrics; diagnostic logs, performance logs, crash reports, and error telemetry; device and app instance identifiers such as Firebase installation identifiers, push notification tokens, FCM tokens, or similar device / app registration identifiers; and session and security metadata needed to protect accounts and services.
2.5 Payment & Billing Information
If you purchase paid plans, we may collect limited billing information such as billing contact details, plan and subscription information, invoice and payment status records, and transaction references. Card details and other payment credentials are handled by our payment processor and are not stored by us unless explicitly stated otherwise.
2.6 Support & Communications
We may collect the content of messages you send to support, feedback forms, surveys, or interview responses, troubleshooting artifacts you voluntarily provide such as screenshots, exports, or logs, and records of our communications with you.
3. How We Use Information
We use information to provide and maintain the Services; authenticate users and secure accounts; enable channel integrations; deliver, receive, display, organize, and process messages, media, and audio replies where available; power automations, inbox functionality, templates, routing, assignments, dashboards, notifications, and workflow features; enable voice replies and audio messaging features requested by users where available; register devices and send push notifications based on user settings, workspace activity, and app behavior; improve and secure the Platform, including monitoring performance, detecting abuse, preventing fraud, debugging issues, and developing new features; support optional AI-assisted features such as summaries, categorization, suggestions, or automated replies based on your context and message history; communicate with you regarding service updates, product updates, billing, support, account notices, and security alerts; and comply with legal obligations, enforce our terms, and protect the rights, safety, and integrity of our users, the Platform, and the public.
AI-assisted features are optional where indicated. Outputs may be inaccurate or incomplete and should be reviewed before use.
4. Sharing Your Information
We may share personal information and service data with vendors and providers that process data on our behalf, such as cloud hosting and infrastructure providers, database and object storage providers, notification and messaging infrastructure providers, analytics, diagnostics, and crash reporting providers, authentication, email delivery, and support tooling providers, payment processors, and platform and integration partners such as Meta, Instagram, WhatsApp where available, and similar providers. These providers process data on our behalf under contractual, technical, or operational safeguards.
For example, if you record and send a voice reply where that feature is available, the audio file and related metadata may be processed by Chatwise backend systems and cloud storage / infrastructure providers to upload, store, transmit, and render that message. Push notification tokens and related device / app identifiers may be processed to deliver notifications to your devices.
When you connect Instagram, WhatsApp where available, or other supported integrations, data flows to and from those platforms according to your configuration and the functionality you use.
We may disclose information if required by law, regulation, legal process, court order, or government request, or when we believe disclosure is necessary to protect our rights, users, systems, or the public.
In the event of a merger, acquisition, financing, reorganization, dissolution, or sale of all or part of our assets, information may be transferred as part of that transaction, subject to this Policy or a successor policy.
5. Data Security
We employ reasonable technical and organizational measures to protect information, including, where appropriate, encryption in transit, access controls, least-privilege permissions, audit logging, backups, token handling safeguards, and operational monitoring. However, no system is perfectly secure, and we cannot guarantee absolute security.
6. Data Retention
We retain personal, technical, and business information for as long as reasonably necessary to provide the Services, maintain records and service functionality, comply with law, resolve disputes, enforce agreements, and protect our legitimate business and security interests.
Audio messages, attachments, and other user-uploaded media may be retained for as long as needed to provide chat functionality, maintain message history, support troubleshooting, and meet legal or contractual requirements.
Push notification tokens, FCM tokens, and similar device / app identifiers may be retained while needed to support notifications, app functionality, security, and account access, and may be deleted, refreshed, or invalidated when users log out, uninstall the app, rotate tokens, or request deletion.
Channel data after disconnection and account data after deactivation are deleted according to our operational deletion processes and Section 11 below, unless a longer retention period is required by law or for security, fraud prevention, dispute resolution, or enforcement purposes.
7. Roles; Lawful Basis; Your Rights
7.1 Roles
For messaging content, customer data, and business data that you process via the Platform, you are typically the data controller or equivalent decision-maker, and we act as your processor or service provider.
7.2 Lawful Bases
Where applicable, our lawful bases may include consent, performance of a contract, legitimate interests such as securing and improving the Platform, and compliance with legal obligations.
7.3 Your Rights
Subject to applicable law, you may have rights to access, correct, delete, port, object to, or restrict processing of your personal data. You may also have the right to withdraw consent where processing is based on consent.
You can access and update certain information through the dashboard. For other requests, contact us at admin@vectorscalelabs.com.
You are responsible for handling your customers' rights requests for data you control. We will reasonably assist where required by law or contract.
8. Children's Privacy
Chatwise is not directed to children. We do not knowingly collect personal information from individuals under 13 years of age, or under the age of digital consent in the relevant jurisdiction. If we learn that such data has been collected, we will take reasonable steps to delete it.
9. Cookies & Similar Technologies
We use cookies and similar technologies to authenticate sessions, remember preferences, support security, understand usage, and improve functionality. You can manage cookies in your browser settings, but some features may not function properly if cookies are disabled.
10. International Transfers
We may process and store data in locations outside your state, province, or country. Where required, we implement appropriate safeguards for cross-border transfers consistent with applicable law.
11. Data Deletion (Self-Service & Requests)
11.1 Instagram (via Meta APIs)
To delete Instagram data obtained via Meta APIs: Sign in -> Settings -> Channels -> Instagram -> Disconnect.
On disconnection, we delete Instagram account data stored by Chatwise, such as profile identifiers, linked post / reel IDs, temporary media URLs, cached tokens, and minimal related metadata, generally within 24 hours, subject to backup cycles and legal obligations.
11.2 WhatsApp (Cloud API or BSP, where available)
Where WhatsApp support is available and connected, you can delete WhatsApp data connected to your number by signing in and going to Settings -> Channels -> WhatsApp -> Disconnect.
On disconnection, we delete WhatsApp data stored in Chatwise, such as message content in the inbox, metadata, templates stored in Chatwise, number / connection identifiers, and cached media, generally within 24 hours, subject to backup cycles and legal obligations.
Messages resident with Meta, WhatsApp, or your BSP remain subject to their own retention processes and policies.
11.3 Delete Other Chatwise Data / Account Deactivation
To request deletion of other Chatwise data, including workspaces, users, automations, analytics, or account data, email admin@vectorscalelabs.com.
Verified requests are generally processed within 7 working days unless additional time is required for verification, legal obligations, security review, or technical recovery windows.
If you deactivate your Chatwise account, remaining data is generally deleted within 30 days unless retention is required for legal, security, fraud-prevention, dispute-resolution, tax, or enforcement purposes.
Deletion may be irreversible.
11.4 Mobile App Data, Voice Replies & Notification Tokens
If you request deletion of your Chatwise account or related app data where mobile experiences are available, we will delete or anonymize associated mobile app data in accordance with applicable law and our retention obligations. This may include notification tokens, device registration records, app-instance identifiers, stored audio / messages, and related records in Chatwise systems, except where retention is required for legal, security, fraud-prevention, backup integrity, or dispute-resolution purposes.
12. Mobile Permissions & Notifications
Where Chatwise mobile experiences are available, they may request permissions such as microphone access to allow you to record and send voice replies or audio messages, notification permission to deliver push notifications related to chats, assignments, account activity, or operational updates, and storage or media access where needed to upload or attach files you intentionally choose to send.
These permissions are used only for the corresponding user-facing features and are not used to collect audio or media without user action, except as required for the direct operation of the feature you invoke.
13. Instagram & WhatsApp Integrations
We may store temporary media URLs and the metadata reasonably necessary for automation, rendering, linking, troubleshooting, and account functionality. Temporary URLs may expire or refresh according to Instagram or Meta policies. On disconnection, relevant Instagram data stored by Chatwise is deleted according to Section 11.
Where WhatsApp support is available and connected, we store the message content, metadata, and related information reasonably necessary to render your inbox, operate automations, support templates, and provide message history and troubleshooting. Media may be transiently cached or stored as needed for service functionality and is handled according to this Policy. On disconnection, relevant WhatsApp data stored by Chatwise is deleted according to Section 11.
14. Changes to This Privacy Policy
We may update this Policy from time to time. We will update the Effective Date above and may notify you of material changes through the dashboard, website, email, or other reasonable means. Your continued use of the Platform after an update constitutes acceptance of the updated Policy, to the extent permitted by law.
15. Contact Us
VectorScale Labs Private Limited
Email: admin@vectorscalelabs.com
Appendix A: Summary of What We Store vs. Don't Store
Stored
Account, workspace, and contact information; message content and related metadata needed to operate the inbox and automations; user-recorded voice replies or audio messages that users intentionally upload / send through Chatwise where available; attachments and media needed for service functionality, history, support, security, and troubleshooting; channel identifiers, access tokens, and connection metadata while connected; push notification tokens, FCM tokens, and similar device / app identifiers; automation configurations, templates, assignments, categorization / summaries, audit timestamps, and usage logs.
Not Stored / Not Archived on a Permanent Basis
Expired temporary media URLs; decrypted secrets after disconnection, except where securely retained in tokenized or encrypted form as operationally required before deletion; and third-party channel media beyond what is reasonably necessary for service functionality, retention requirements, troubleshooting, security, backup integrity, or legal compliance.