Privacy Policy

1. Scope

This Privacy Policy applies to:

• Customers (organizations) that use WhatsNexus and their authorized users (admins, agents, team members).
• End users / message recipients who communicate with a Customer through WhatsApp where WhatsNexus is used to manage those communications.

2. Information We Process

Depending on how WhatsNexus is configured and used, we may process the following categories of data:

2.1 Account and Organization Data

• Organization name and account settings
• Admin/user names, email addresses, authentication and access details
• Role-based access and permissions

2.2 WhatsApp Business Platform Data

When a Customer connects WhatsApp to WhatsNexus, we may process:

• WhatsApp Business Account identifiers (e.g., WABA ID), phone number identifiers, and related configuration metadata
• Conversation identifiers, timestamps, message delivery/read status events
• Message content (text and media metadata) to the extent needed to provide platform features such as automated responses, routing, summaries, human handover, follow-ups, and analytics

2.3 Contacts and Lead Data (Customer-Controlled)

• Customer-provided phone numbers and contact attributes (e.g., name, tags, segmentation fields)
• Lead-related data derived from conversations (e.g., intent labels, lead scoring, engagement indicators, source tracking)

2.4 Knowledge Hub Content (Customer-Provided)

• Business FAQs, service descriptions, product information, operational procedures, and other materials uploaded by Customers to guide AI responses

2.5 Operational, Analytics, and Technical Data

• Activity logs, performance and reliability metrics, system health indicators
• Device/browser information and diagnostic logs for security and troubleshooting

3. How We Use Information

We use information to:

• Provide, operate, and maintain WhatsNexus features (shared inbox, team collaboration, campaigns, follow-ups, analytics, and operational monitoring)
• Power AI-assisted functions (intent recognition, automated response generation, summarization, lead qualification, escalation detection, multilingual understanding)
• Route conversations to human agents and enable collaboration tools (assignment, tagging, workload balancing)
• Monitor performance and improve reliability, quality, and user experience
• Secure the Platform, prevent abuse, and detect fraud or unauthorized access
• Provide customer support and communicate with Customers regarding service updates
• Comply with legal obligations and enforce applicable policies

4. How We Share Information

We may share information only as necessary to provide the service, including:

• Meta/WhatsApp: to send/receive messages and manage WhatsApp Business Platform operations through the Cloud API
• Service Providers: hosting, monitoring, analytics, and support vendors that process data on our behalf under contractual protections
• Legal/Compliance: where required by law, regulation, court order, or to protect rights, safety, and security

We do not sell personal data.

5. Data Retention

We retain information only as long as necessary to:

• Provide the Platform and its features
• Maintain security, audit, and operational logs
• Comply with legal, regulatory, and contractual obligations

Retention periods may vary depending on Customer configuration and applicable law.

6. Data Deletion and Requests

Customers may request deletion of data associated with their use of WhatsNexus by contacting us at:

contact@invictusglobaltech.com

To help us process requests, include:

• Organization name (if applicable)
• The WhatsApp number(s) or account email associated with the request
• The type of deletion requested (account, contacts, conversations, or all data)

We will verify the request where appropriate and complete deletion or anonymization as required by applicable law and contractual obligations.

7. Security

We use reasonable technical and organizational measures designed to protect information, including:

• Role-based access controls
• Secure API integrations
• Monitoring and logging for operational security

No system is completely secure. We cannot guarantee absolute security, but we work to protect data against unauthorized access, alteration, or misuse.

8. Customer Responsibilities

Customers are responsible for:

• Ensuring they have appropriate rights and notices to collect and use contact data and message content
• Complying with applicable laws and regulations (including data protection and messaging rules)
• Complying with WhatsApp Business messaging policies when sending templates and campaigns

9. Healthcare Mode Notice

WhatsNexus may be configured for healthcare messaging workflows. Customers are responsible for ensuring compliance with any healthcare privacy, security, and recordkeeping regulations applicable in their region when using WhatsNexus for patient communications.

10. Children’s Privacy

WhatsNexus is intended for business use and is not directed to children. Customers must ensure their messaging and data practices comply with applicable age-related requirements and messaging policies.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page and the “Last Updated” date will be revised.

12. Contact

For privacy questions or requests, contact:

Invictus Global Tech Pvt Ltd
Email: contact@invictusglobaltech.com
Address: LIG 13/19, NH3, Vanjinathan Street, Maraimalai Nagar, Chennai - 603209