Privacy Policy

1. What ConvoTrail Does

ConvoTrail is a business communication and conversation operations platform built around WhatsApp workflows. Customers can use ConvoTrail to import opted-in contacts, prepare approved WhatsApp templates, send or manage campaigns, handle replies in a shared inbox, assign conversations to teammates, track follow-ups, view customer context, review outcomes, and understand campaign or team activity.

ConvoTrail is intended for business use. Customers are responsible for ensuring that they have permission and a lawful basis to contact their End Customers and to upload, process, or store End Customer data in ConvoTrail.

2. Our Role In Processing Data

3. Personal Data We Collect

We may collect and process the following categories of personal data:

A. Website and enquiry data

• Name, business email address, phone number, WhatsApp number, company name, role, team size, preferred plan, preferred demo date or time, use case, and messages submitted through forms.
• Information shared when you contact us by email, WhatsApp, phone, live chat, social media, or another communication channel.
• Technical data such as IP address, device type, browser type, operating system, referring page, pages visited, timestamps, and security logs.

B. Account and user data

• Workspace user names, email addresses, phone numbers, profile details, login credentials or authentication identifiers, roles, permissions, preferences, and account activity.
• Company profile details such as business name, address, tax or GST information, billing contacts, selected plan, subscription records, invoices, payment status, and support history.

C. Service and workspace data

• Imported contact records, including names, phone numbers, tags, segments, lead stage, source, notes, and consent or opt-in status where recorded by the Customer.
• WhatsApp messages, campaign content, approved template content, replies, attachments, conversation history, internal notes, assignments, follow-up tasks, due dates, outcomes, and analytics metadata.
• Usage data such as feature use, campaign delivery and reply activity, team actions, workspace settings, error logs, API activity, integration events, and audit information.
• Files, media, or documents that Customers or users upload to support campaigns, customer conversations, or account operations.

D. Integration and API data

• Identifiers, tokens, permissions, webhook payloads, API keys, OAuth credentials, integration settings, and data exchanged with WhatsApp Business Platform, Meta, payment providers, hosting providers, or Customer-selected third-party tools.
• We use integration credentials only to provide, secure, monitor, and support the relevant integration.

4. How We Use Personal Data

• To provide and manage ConvoTrail, including campaigns, shared inbox, templates, contacts, follow-ups, assignments, analytics, onboarding, and support.
• To create and manage accounts, authenticate users, administer workspaces, process billing, generate invoices, and manage subscriptions.
• To respond to enquiries, book demos, provide onboarding, answer support requests, and communicate about service updates.
• To process WhatsApp communication workflows requested by Customers, including template submission, message routing, campaign activity, and conversation management.
• To maintain security, prevent misuse, investigate errors, monitor reliability, detect fraud, enforce our terms, and protect ConvoTrail, Customers, End Customers, and the public.
• To improve product functionality, website performance, onboarding, documentation, and customer experience.
• To send marketing or product communications where permitted by law. Recipients can opt out of promotional messages at any time.
• To comply with applicable laws, tax rules, accounting requirements, court orders, platform policies, and lawful requests from authorities.

5. Customer Responsibilities

Customers control the End Customer data they upload, collect, or process through ConvoTrail. Customers are responsible for their own privacy notices, consent collection, opt-in records, contact list quality, message content, campaign targeting, user permissions, and compliance with WhatsApp, Meta, telecom, anti-spam, consumer protection, and data protection requirements.

Customers must not use ConvoTrail to process data or send communications that are unlawful, misleading, unsolicited, harmful, or prohibited by applicable WhatsApp Business or Meta policies.

6. WhatsApp, Meta, And Message Processing

ConvoTrail may process WhatsApp Business Platform data to provide messaging, campaign, inbox, template, and conversation workflow features. When messages are sent or received through WhatsApp Business Platform or Meta systems, Meta's terms, policies, and technical processing rules may also apply.

Message metadata, delivery events, template status, attachments, and conversation content may pass through Meta, WhatsApp, cloud infrastructure, and other service providers needed to transmit, store, secure, or display the communication. Customers should review Meta's current WhatsApp Business Platform documentation and policies for the latest details about message handling and platform requirements.

7. When We Share Personal Data

We do not sell personal data. We may share personal data only as described below:

• With service providers that help us host, store, secure, monitor, analyze, support, bill, communicate, or operate ConvoTrail.
• With Meta, WhatsApp, and communication providers where required to send, receive, approve, or manage WhatsApp messages, templates, campaign events, or account connectivity.
• With payment processors, accountants, tax advisers, and billing tools for subscriptions, invoicing, payment collection, refunds, and tax compliance.
• With Customer-selected integrations or third-party tools when a Customer authorizes the connection.
• With Pixelotech or other website/service implementation providers where they help operate, maintain, or process website forms and technical infrastructure for ConvoTrail.
• With professional advisers, auditors, insurers, and legal representatives where needed for legitimate business, compliance, or risk management purposes.
• With authorities, courts, regulators, or other parties where required by law or where needed to enforce rights, prevent fraud, respond to lawful requests, or protect safety.
• In connection with a merger, acquisition, investment, financing, restructuring, sale of assets, or similar business transaction, subject to appropriate confidentiality and data protection safeguards.

8. Cookies And Similar Technologies

Our website and service may use cookies, local storage, pixels, logs, and similar technologies to keep users signed in, remember preferences, secure sessions, measure performance, understand website activity, and improve ConvoTrail. Some cookies are necessary for the website or service to function. Others may support analytics, support tools, or marketing where enabled.

You can control cookies through your browser settings. Blocking some cookies may affect website or service functionality. ConvoTrail does not commit to responding to browser-initiated Do Not Track signals unless required by applicable law.

9. Data Retention

We retain personal data for as long as needed to provide ConvoTrail, manage the relevant relationship, comply with legal obligations, resolve disputes, maintain security, prevent abuse, and enforce agreements. Retention periods may differ by data type, account status, plan, Customer settings, backup cycle, legal requirement, and operational need.

When a Customer terminates or requests deletion of a workspace, we will delete or anonymize Customer workspace data within a reasonable period, unless continued retention is required by law, necessary for legitimate business records, needed for dispute resolution, or preserved in secure backups until those backups expire in the ordinary course.

10. Security

We use administrative, technical, and organizational safeguards designed to protect personal data against unauthorized access, loss, misuse, alteration, disclosure, or destruction. These safeguards may include access controls, authentication, encryption in transit, secure hosting practices, monitoring, logging, backups, and role-based permissions.

No online service can guarantee absolute security. Customers are responsible for configuring user access carefully, protecting passwords and credentials, maintaining accurate permissions, and notifying us of suspected unauthorized access.

11. International Processing

ConvoTrail, its service providers, Meta, WhatsApp, and Customer-selected integrations may process personal data in countries other than where the Customer, user, or End Customer is located. Where required, we use appropriate contractual, technical, and organizational safeguards for cross-border processing.

12. Legal Bases Where Applicable

Where laws such as the GDPR require a legal basis, we rely on one or more of the following: performance of a contract, legitimate interests, consent, compliance with legal obligations, and protection of rights or safety. For End Customer data processed inside a Customer workspace, the Customer is responsible for identifying and documenting the lawful basis for collection and use.

13. Your Privacy Rights

Depending on your location and applicable law, you may have rights to access, correct, update, delete, restrict, object to processing, withdraw consent, receive a copy of your data, or complain to a regulator. To exercise rights relating to data we control, contact us using the details below.

If your data was processed by one of our Customers through ConvoTrail, please contact that Customer first. We will support Customers in responding to valid requests as required by law and our agreements.

14. Children's Privacy

ConvoTrail is a business service and is not directed to children. We do not knowingly collect personal data from children through the service. If you believe a child has provided personal data to ConvoTrail, contact us so we can take appropriate action.

15. Third-Party Links And Services

Our website or service may link to third-party websites, platforms, applications, or integrations that we do not control. Their privacy practices are governed by their own policies. Customers should review those policies before connecting third-party tools or sharing data through them.

16. Changes To This Policy

We may update this Privacy Policy from time to time to reflect changes in our product, operations, legal requirements, platform providers, or data handling practices. The updated version will be posted on our website with a revised effective or last updated date. Continued use of ConvoTrail after an update means the updated policy applies from the effective date.

17. Contact

For privacy questions, requests, or complaints, contact: