Chatline

Privacy Policy

Effective 14 September 2026. This policy explains how Codecano Technology (“Chatline”, “we”, “us”) collects, uses, stores and shares personal data when you use the Chatline platform, a customer-messaging service built on the WhatsApp Business Platform (Cloud API) provided by Meta Platforms, Inc.

1. Who we are and the roles we play

Codecano Technology, FF-103, Skywalk, Chandkheda, Ahmedabad - 382424, operates Chatline. We act in two roles:

  • As a controller for the data of the businesses that sign up for Chatline (“Customers”) and their team members (“Users”): account details, billing information, usage and support records.
  • As a processor for the data of the people our Customers communicate with over WhatsApp (“End Users”): messages, phone numbers, names and contact attributes. Our Customers decide why and how this data is used; we process it only on their instructions to provide the service.

2. Data we collect

Customer and User data (controller)

  • Name, email address, password (stored hashed), organisation name, country and timezone.
  • Billing details: legal name, billing address, GSTIN and billing email. Card and bank details are collected by our payment provider, Razorpay, and never reach our servers.
  • Security and audit logs: IP address, browser information, sign-in events and the actions taken in the dashboard.
  • WhatsApp Business Account details the Customer connects through Meta’s Embedded Signup: business account id, phone number ids, display names, quality ratings and an access token that we store encrypted (AES-256-GCM).

End User data (processor, on behalf of the Customer)

  • WhatsApp phone number and profile name of people who message the Customer.
  • Message content exchanged with the Customer: text, media files (images, video, audio, documents), locations, contact cards and interactive replies, together with delivery and read status.
  • Contact records the Customer creates or imports (names, custom attributes, tags, marketing consent and opt-out status).
  • Records of automated replies, campaigns sent to the End User and their responses.

3. How we use data

  • To provide the service: delivering messages between Customers and End Users through the WhatsApp Business Platform, showing conversations in the shared inbox, running campaigns and automations that the Customer configures.
  • To operate accounts: authentication, team management, notifications, billing, invoices and support.
  • To keep the platform secure and reliable: rate limiting, abuse detection, audit logs, backups and error monitoring.
  • To meet legal obligations, including tax and accounting rules.

We do not sell personal data, and we do not use End User messages for advertising or for training machine-learning models.

4. Meta Platform Data

Chatline accesses the WhatsApp Business Platform through Meta’s APIs as a Tech Provider. Data received from Meta (“Platform Data”) is used solely to provide the service to the Customer that owns the WhatsApp Business Account, in accordance with the Meta Platform Terms and the WhatsApp Business Terms. Access tokens are encrypted at rest, are never shown in the dashboard, and are deleted when the Customer disconnects the account. Message templates are submitted to Meta for review as part of the service.

5. Sharing

  • Meta Platforms, Inc. — every message sent or received passes through the WhatsApp Business Platform; Meta processes it under its own terms and bills the Customer directly for conversations.
  • Razorpay Software Pvt Ltd — subscription payments and invoices for the platform fee.
  • Hosting — our servers and backups run on Amazon Web Services in the Asia Pacific (Mumbai) region.
  • The Customer’s own systems — when a Customer enables the public API or outbound webhooks, we send message and status data to the endpoints they configure.
  • Authorities — when required by law or to protect the rights and safety of users.

6. Retention

  • Messages and contacts are kept for as long as the Customer’s account exists, or until the Customer deletes them.
  • Media files are deleted automatically after the retention period the Customer sets (90 days by default).
  • Audit logs and webhook logs are kept for up to 12 months; backups for 14 days.
  • Invoices and billing records are kept for the period required by Indian tax law (currently 8 years).
  • When a Customer closes their account, all data is deleted within 30 days except records we must keep by law.

7. Security

Data is encrypted in transit (TLS) and sensitive credentials are encrypted at rest. Access to production systems is limited to authorised staff, every tenant’s data is isolated by organisation, and all administrative access to a Customer’s workspace is recorded in that Customer’s audit log. No method of transmission or storage is completely secure; if we learn of a breach affecting your data we will notify affected Customers without undue delay.

8. Your rights

Depending on where you live (including under India’s Digital Personal Data Protection Act, 2023 and the EU/UK GDPR) you may have the right to access, correct, export or delete your personal data, to object to or restrict certain processing, and to withdraw consent. Users can edit their profile and delete their account from the dashboard. End Users should contact the business they are messaging; we will assist that Customer in responding. You can also write to chatline.support@codecano.com. See our data deletion instructions.

End Users can stop receiving marketing messages at any time by replying STOP or by using WhatsApp’s own “stop marketing messages” option; we honour both immediately.

9. Cookies

The dashboard uses strictly necessary cookies only: a short-lived session cookie and a refresh cookie, both HttpOnly. We do not use advertising or third-party analytics cookies.

10. Children

Chatline is a business tool and is not directed at children under 18. We do not knowingly collect data from children.

11. International transfers

Our systems are hosted in India. Meta and Razorpay may process data in other countries under their own safeguards.

12. Changes

We will post updates to this policy on this page and, for material changes, notify Customers in the dashboard or by email at least 14 days before they take effect.

13. Contact

Codecano Technology, FF-103, Skywalk, Chandkheda, Ahmedabad - 382424. Email: chatline.support@codecano.com. Our Grievance Officer under Indian law can be reached at the same address.