Privacy Policy

1. Overview & Scope

Rzi CRM ("we", "our", or "us") provides a customer relationship management platform designed for businesses managing multi-channel communication, including WhatsApp Business Cloud API, SMS, contact management, and automated assistant workflows.

This Privacy Policy describes our practices regarding the collection, storage, use, and disclosure of information that you provide or that we obtain when you access our application, services, websites, or integrations.

We are committed to maintaining the confidentiality, integrity, and security of all personal data in compliance with applicable global data privacy regulations and Meta Platform Policies.

2. Information We Collect

Depending on your use of the platform, we collect the following categories of information:

3. How We Use Your Information

We process collected data exclusively to deliver and maintain CRM operations, specifically to:

• Provide unified inbox and contact messaging capabilities across WhatsApp and SMS.
• Display real-time message delivery receipts and communication history.
• Execute authorized automated triggers, scheduled follow-ups, and keyword-based replies.
• Allow team members to manage customer leads, assign agents, and track sales stages.
• Prevent unauthorized account access, detect abuse, and enforce tenant security boundaries.

We never sell your data, your contacts' data, or your customer communications to third-party data brokers or advertisers.

4. WhatsApp Business Cloud API & Meta Compliance

• 24-Hour Customer Care Window: Free-form messaging is conducted within Meta's designated 24-hour service window following incoming customer messages. Initiating conversations with contacts outside this window requires pre-approved WhatsApp Templates or SMS.
• Opt-in & Consent: Businesses utilizing Rzi CRM are responsible for obtaining appropriate opt-in consent from their contacts prior to dispatching marketing or transactional messages.
• Direct Meta Transmission: Outgoing WhatsApp messages are transmitted directly from your server to Meta's Graph API servers using encrypted HTTPS requests.

5. AI Assistant & Voice Auto-Reply Processing

When workspace intelligence and AI auto-reply features are enabled by an administrator:

• Knowledge-Grounded Generation: Customer queries and relevant workspace knowledge documents are sent to our configured AI provider (Google Gemini or OpenAI) solely for the purpose of generating context-accurate answers and response drafts.
• Voice Synthesis: When voice auto-reply is selected, approved response text is synthesized into voice audio using text-to-speech providers (OpenAI TTS or UnrealSpeech) and transmitted via WhatsApp as audio notes. Every synthesized audio note includes an AI disclosure announcement.
• No Model Training on Private Data: We configure API calls with zero data-retention and non-training flags wherever supported by the underlying AI providers.

6. Data Security, Storage & Retention

We implement robust technical and organizational measures to safeguard your information:

• Encryption: All data in transit is encrypted using modern TLS (HTTPS) protocols. Sensitive credentials (API tokens, auth secrets) are encrypted at rest using AES-256-GCM.
• Multi-Tenant Isolation: Every workspace is strictly isolated at the database level using Row Level Security (RLS) policies, preventing unauthorized cross-workspace data access.
• Retention & Deletion: We retain communication records as long as your workspace account remains active. When you delete a contact or conversation from the CRM, associated message records and uploaded media files are permanently purged.

7. Your Privacy Rights & Choices

Depending on your jurisdiction, you have the right to:

• Access, download, or review the personal information stored in your account.
• Request rectification of inaccurate contact or business details.
• Request permanent deletion of your workspace, contacts, or message history.
• Revoke connected WhatsApp API tokens at any time via Messaging Settings.
• Opt out of AI automated replies by disabling the toggle in AI Settings.