Privacy Policy

Who we are and our rolePending legal review

ViaTech provides its services to businesses (our clients). For the WhatsApp conversations we handle on a client's behalf, the client is the data controller of their customers' data and ViaTech acts as a processor under the client's instructions. For data about our clients themselves (account details, billing, support) and visitors to this website, ViaTech is the controller.

Data we collect

• Conversation data: WhatsApp messages exchanged with a client's business number, including message content, sender phone number, display name, and timestamps.
• Documents shared in chat: files a customer sends to complete a transaction, such as a driving licence, ID or booking paperwork, when the client's workflow requires them.
• Booking and transaction data: enquiries, quotes, holds, bookings, and related details a customer provides in the conversation.
• Imported chat history: when a client connects an existing WhatsApp number, up to six months of prior conversation history that the client chooses to import.
• Client account data: names, work contact details, roles and login records of client team members using our platform.
• Website data: contact details you submit to us (for example when booking a demo) and basic technical logs.

Why we process it

We do not sell personal data, and we do not use one client's customer conversations to build services for another client.

• To operate the AI agent: answering customer questions, showing products, taking bookings and routing conversations to the client's staff.
• To let the client's team work: shared inbox, handover, and conversation records.
• To improve the client's own agent: reviewing conversations to fix wrong answers and tune behaviour, as part of the managed service.
• To send follow-ups the client has enabled, using WhatsApp templates approved by Meta.
• To operate, secure and bill the service.

Storage and security

Data is encrypted in transit and at rest. Customer documents are stored in private object storage and served only through signed links that expire. Each client's data is isolated at the database level. Access within ViaTech is restricted to staff who need it to operate the service, and access within the client's team is controlled by roles the client assigns.

RetentionPending legal review

Conversation and booking data is retained for as long as the client's account is active, so the client keeps a full record of what was said to their customers. Documents collected in chat are retained according to the client's instructions. When a client leaves, their data is deleted or returned on request within a defined wind-down period.

Sub-processorsPending legal review

We rely on a small number of infrastructure providers to deliver the service:

• Meta Platforms (WhatsApp Business Platform) — message delivery. Messages sent over WhatsApp are also subject to WhatsApp's own terms and privacy policy.
• Cloud hosting and database providers — application hosting, storage and backups.
• AI model providers — generating agent replies from conversation context.
• Email and calendar providers — sending confirmations and calendar invites when enabled.

Your rightsPending legal review

Customers of our clients: requests to access, correct or delete your data should go to the business you were chatting with — they control that data, and we will assist them in fulfilling your request. You can also ask any agent to hand you over to a human at any time.

Our clients and website visitors: you can request access to, correction of, or deletion of the data we hold about you by contacting us at the address below.

International transfersPending legal review

Our clients and their customers are primarily in the Gulf region; our infrastructure providers may process data in other regions. Where required, we put appropriate safeguards in place with our sub-processors.

Changes and contact

We will post any material change to this policy on this page and update the date above. Questions and requests: support@viatech.ae.