Privacy Policy

1. Information We Collect

At Elocuenti we collect the following information:

• Account information: Name, email address, and company details when you register.
• WhatsApp Business data: Phone number, WhatsApp Business Account ID, and access tokens for the integration.
• Messages and conversations: Content of messages sent and received through our platform.
• Contact data: Information about your customers that you import or create on the platform.
• Data synced from connected sources: When you connect a store (for example, Shopify) or another external service, we automatically import the customer, order, and catalog data you authorize through that integration. See the "Connected Store and Source Data" section.
• Usage data: Message statistics, performance metrics, and system logs.

2. Connected Store and Source Data

When a business connects an external store or service to Elocuenti (for example, a Shopify store or another commerce, payments, or meetings integration), we sync — on that business's instructions and on its behalf — the data needed to provide the service. For Shopify, we access through read-only permissions: customer data (name, email, phone, and address), orders, products and catalog, checkouts, and fulfillments. This data is used to handle conversations, personalize service, and generate statistics for that business only, always under per-business isolation. We do not access end customers' full card numbers or payment credentials.

Zoom integration: when a business connects its Zoom account, we access — through read-only admin permissions — the registrant and attendee information of its past webinars: name, email, and join/leave times. We use this data solely to build that business's own customer profiles, under per-business isolation. We do not access meeting content or recordings. When the business disconnects Zoom, we delete the access credentials and stop syncing.

Data minimization: We request only the read permissions we need and process only the minimum data required to provide the contracted functionality. This data is processed under the same Data Processor role described in this policy and is not used for purposes other than those stated here.

3. How We Use Your Information

We use your information to:

• Provide and maintain our services.
• Process and send WhatsApp messages on your behalf.
• Generate analytics and performance reports.
• Improve and personalize your experience.
• Communicate important service updates.
• Prevent fraud and ensure security.

4. Our Role with Your Customers' Data

When a business uses Elocuenti to talk to its customers, that business is the Data Controller of its customers' personal data, and Elocuenti acts as the Data Processor: we process it under the business's instructions and only to provide the service, as detailed in the Personal Data Processing section of our Terms of Service. If you are a customer of a business that uses Elocuenti and want to exercise your rights over your data, please contact that business; we will forward any request we receive and help the business respond.

5. Sharing Information

We do not sell your personal information. We share data only with:

• Meta / WhatsApp: To process messages through the WhatsApp Business API.
• Service providers (sub-processors): Cloud infrastructure, database, artificial intelligence, and messaging providers strictly necessary to operate the platform, under contractual confidentiality and security obligations. We do not allow any provider to use this data for its own purposes.
• Legal authorities: When required by law.

6. Artificial Intelligence

Elocuenti uses artificial intelligence to help businesses handle their conversations. We do not use conversation content or businesses' customer data to train our own AI models, and we do not allow our AI providers to use that data to train their models. We only use irreversibly aggregated and anonymized data to improve the service.

We respect end customers' consent and opt-out decisions: anyone who opts out of a business's communications will not receive further marketing messages. Our AI assists with service and personalization and does not make decisions with legal effects on end customers.

7. Data Security

We implement security measures to protect your information:

• Data encryption in transit (TLS / SSL).
• Data encryption at rest.
• Encrypted backups.
• Tenant data isolation (secure multi-tenancy).
• Separate test and production environments.
• Staff access to customer data limited to what is strictly necessary.
• Two-factor authentication available.
• Periodic security audits.

We maintain security incident response procedures. If a security incident compromises personal data, we will notify affected businesses without undue delay and no later than 72 hours after becoming aware of the incident.

8. Data Retention

We retain your information while your account is active or as necessary to provide you services. When you close your account, we delete personal data from our active systems within the following 30 days, with the option to export it first, except for what is strictly necessary to comply with legal obligations. You may also request deletion of your data at any time by contacting us.

Disconnecting a store or source: If a business disconnects or uninstalls a connected source (for example, its Shopify store), we stop syncing and delete the data associated with that source within the timeframes each platform requires (up to 30 days). We honor each integration's compliance mechanisms — for Shopify, the customers/data_request, customers/redact, and shop/redact webhooks — to respond to access requests and delete an individual end customer's data or an entire store's data when applicable.

9. International Data Transfers

Some of our service providers process or store data outside Colombia, including in the United States. These transfers take place under the safeguards of Colombian Law 1581 of 2012 and Decree 1377 of 2013 and, where applicable to data subjects in other jurisdictions, under recognized mechanisms such as standard contractual clauses.

10. Your Rights

In Colombia, personal data processing is governed by Law 1581 of 2012 (habeas data). You have the right to:

• Access your personal information.
• Correct inaccurate data.
• Request deletion of your data.
• Export your data in a portable format.
• Withdraw your consent at any time.
• File complaints with the Superintendence of Industry and Commerce (SIC).

11. Cookies and Similar Technologies

We use essential cookies for platform operation and analytics cookies to improve our services. You can manage your cookie preferences from your browser settings.

12. Changes to This Policy

We may update this policy periodically. We will notify you of significant changes by email or via a notice on our platform.

13. Contact

If you have questions about this privacy policy, write to us at privacy@elocuenti.com.