Who we are
Rabtiq, including Rabtiq CRM and Rabtiq Go (together, the “Services”), is operated by Elox Solutions FZE LLC LLC (“Rabtiq”, “we”, “us”), a company based in Dubai, United Arab Emirates.
If you have questions about this policy or your personal data, contact us at info@rabtiq.ai.
Scope and our role
This policy covers personal data we handle in two different roles:
- As a controller, for data about visitors to our website, people who contact us, and the account holders and users of our customers.
- As a processor, for the data our customers put into the Services, such as their contacts, deals and conversations with their own customers (“Customer Data”). Our customers decide how that data is used, and we process it only on their instructions and under our agreement with them.
If you are a customer of a business that uses Rabtiq, please contact that business about your data. We will support them in responding to you.
Data we collect
Information you give us
- Contact and account details, such as your name, work email, phone number, company and job title.
- Billing details, such as billing address and tax registration number. Payment card data is handled by our payment providers and is not stored by us.
- Messages you send us, including demo requests and support questions.
Information collected when you use the Services
- Usage data, such as features used, pages viewed, log-in times and settings.
- Device and log data, such as IP address, browser type, operating system and error logs.
- Customer Data that our customers and their users add or connect, including messages sent and received through WhatsApp, Instagram, Messenger, email, SMS and website chat.
Information from third parties
When a customer connects a channel, we receive data from that channel's provider (for example, Meta for WhatsApp, Instagram and Messenger) as needed to deliver and receive messages.
How we use data
- To provide, maintain and secure the Services, including delivering messages and syncing them with the CRM.
- To create and manage accounts, handle billing and provide support.
- To run AI features such as summaries, suggested replies and lead scoring for our customers. We do not use Customer Data to train general-purpose AI models for other customers.
- To improve the Services using aggregated or de-identified usage information.
- To send service announcements and, where permitted, product news. You can opt out of marketing emails at any time.
- To comply with legal obligations and enforce our terms.
How we use WhatsApp and Meta platforms
Rabtiq Go lets businesses send and receive WhatsApp messages through the WhatsApp Business Platform (Cloud API) provided by Meta Platforms, Inc. ("Meta"). Rabtiq acts as a technology provider: the business owns its WhatsApp Business Account (WABA) and phone number, connects them to Rabtiq through Meta's embedded sign-up, and decides who it messages and what it sends.
Why we use WhatsApp
- To receive customer messages sent to the business's WhatsApp number and show them in a shared team inbox.
- To send replies, approved template messages (for example order confirmations, appointment reminders and opt-in marketing) and media on the business's behalf.
- To create and manage message templates, phone numbers and webhooks for the business's WABA.
- To match each conversation with the right contact and deal in Rabtiq CRM, so the business sees one history per customer.
- To show delivery, read and reply statistics and, where enabled, conversion events for conversations started on WhatsApp.
Meta permissions we request and why
| Permission | What it lets Rabtiq do | Why we need it |
|---|---|---|
whatsapp_business_messaging | Send and receive messages, media and template messages on the business's number; receive message status updates. | This is the core of the shared inbox, chatbot replies and campaigns. |
whatsapp_business_management | Read and manage the WABA: phone numbers, message templates, quality rating, messaging limits and webhook subscriptions. | Needed to register numbers, submit templates for Meta approval and keep messages flowing into Rabtiq. |
business_management | Access the business's Meta Business Portfolio during embedded sign-up and assign the WABA to Rabtiq as a technology provider. | Needed to complete onboarding and keep the connection between the business and Rabtiq working. |
whatsapp_business_manage_events | Send conversion events (for example a purchase or lead) for conversations that began on WhatsApp. | Lets businesses measure which messages and ads lead to sales. Used only when the business turns this on. |
public_profile, email | Read the name, profile picture and email address of the person who signs in with Facebook. | Used to identify the account owner, show them their connected businesses and send setup and billing emails. |
What WhatsApp data we process
- Phone numbers, display names and profile pictures of customers who message the business.
- Message content (text, images, documents, audio, location) and message status (sent, delivered, read).
- WABA details: business name, phone numbers, templates, quality rating and messaging limits.
- Access tokens issued by Meta, stored encrypted and used only to call the WhatsApp Business Platform on the business's behalf.
How we protect it
- We process WhatsApp data only to provide the Services to the business that connected the account, and under that business's instructions.
- We do not sell WhatsApp data, use it for advertising, build profiles from it, or share it with anyone other than the business, Meta and the service providers listed in this policy.
- We keep message data for as long as the business's subscription is active and delete it after the account is closed, within the period in our agreement, unless the law requires otherwise.
- Businesses may only message customers who have opted in, and must follow the WhatsApp Business Terms and WhatsApp Business Messaging Policy. Customers can stop messages at any time by replying "STOP" or asking the business.
- Our use of data received from Meta's platforms complies with the Meta Platform Terms and Developer Policies.
Disconnecting and deleting data
A business can disconnect WhatsApp from Rabtiq at any time in its settings or by emailing info@rabtiq.ai. We then revoke the access token and delete the WhatsApp data for that account within 30 days, except where the law requires us to keep it longer. Anyone who has signed in with Facebook can also ask us to delete their data by emailing the same address.
Legal basis
We process personal data in line with the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and other applicable laws. Depending on the situation, we rely on the performance of a contract, our legitimate interests in running and improving the Services, compliance with legal obligations, or your consent, which you can withdraw at any time.
Where the EU or UK GDPR applies, we rely on the equivalent legal bases under those laws.
Sharing and sub-processors
We do not sell personal data. We share it only as follows:
- Service providers that help us run the Services, such as cloud hosting, email delivery, SMS gateways, analytics, AI model providers and payment processors. They may use the data only to provide services to us.
- Channel providers such as Meta, when a customer connects WhatsApp, Instagram or Messenger. Messages pass through Meta's platforms, and Meta's own privacy policy applies to that processing. See How we use WhatsApp and Meta platforms.
- Legal requirements, when required by law, court order or a competent authority, or to protect the rights and safety of Rabtiq, our customers or others.
- Business changes, such as a merger or acquisition, subject to this policy.
Customers can request a current list of sub-processors by emailing us.
International transfers
Some of our service providers process data outside the United Arab Emirates. When we transfer personal data internationally, we take steps required by applicable law, such as using contractual safeguards, to keep it protected.
How long we keep data
We keep account and billing data for as long as the account is active and afterwards as required for legal, tax and accounting purposes. Customer Data is kept for the duration of the customer's subscription and deleted or returned after it ends, within the period set out in our agreement, unless the law requires us to keep it longer.
Security
We use technical and organisational measures appropriate to the risk, including encryption in transit, access controls based on roles, logging of administrative actions, and regular review of our providers. No system is completely secure, so we also ask customers to use strong passwords and limit access to people who need it.
Your rights and data deletion
You can ask us to delete your data at any time, including data received from Facebook Login or WhatsApp, by emailing info@rabtiq.ai with the subject "Data deletion request". We confirm the request and complete deletion within 30 days.
Subject to applicable law, you may have the right to access, correct or delete your personal data, to restrict or object to certain processing, to data portability, and to withdraw consent. To exercise these rights, email info@rabtiq.ai. We may need to verify your identity before responding.
If you are not satisfied with our response, you may complain to the competent data protection authority in your country.
Cookies
Our website uses only what is needed to work properly, such as remembering whether you chose light or dark mode, which is stored in your browser. If we add analytics or marketing cookies in the future, we will update this policy and ask for consent where the law requires it.
Children
The Services are designed for businesses and are not directed at children under 18. We do not knowingly collect personal data from children.
Changes to this policy
We may update this policy from time to time. We will post the new version on this page with a new “last updated” date and, for significant changes, notify customers by email or in the product.
Contact
Elox Solutions FZE LLC
Dubai, United Arab Emirates
info@rabtiq.ai