Privacy Policy

1. Who we are

BotMatic is a Belgian messaging automation service for businesses that use WhatsApp, Instagram, Messenger, Telegram and website chat. This policy applies to the BotMatic website, dashboard, demo environments, Meta app integrations and connected messaging channels.

Legal operator: BotMatic, Belgium. The legal name, company number, VAT number and registered address are confirmed in the applicable offer or agreement. Contact: info@botmatic.be.

2. Data we process

• Business account data: company name, contact name, e-mail address, phone number and setup notes.
• Channel identifiers: Meta user ID, Facebook Page ID, Instagram account ID, WhatsApp Business Account ID, phone number ID, Telegram identifiers and webhook IDs.
• Conversation data: incoming and outgoing messages, timestamps, channel, customer name or username, phone number where available, attachments and conversation status.
• Bot configuration: prompts, business information, welcome messages, quick buttons, language settings and escalation rules.
• Technical data: IP address, device/browser information, cookies, logs, error events and security records.
• Access tokens or connection credentials required to operate official channel integrations.

3. Why we use data

• To connect and operate WhatsApp Business, Instagram, Messenger, Telegram and website chat channels.
• To receive, classify, answer and route customer conversations.
• To allow business users to reply manually from the BotMatic inbox.
• To generate AI-assisted answers based on the connected business information and conversation context.
• To provide analytics, troubleshooting, abuse prevention, security and service monitoring.
• To comply with legal obligations and respond to lawful requests.

4. AI and third-party processors

BotMatic may use third-party providers to deliver the service, including hosting providers, database/storage providers, Meta Platforms for WhatsApp/Instagram/Messenger, Telegram for Telegram messages and AI providers such as OpenAI for generating or assisting replies.

Message content may be sent to an AI provider when the bot needs to understand or draft a reply. BotMatic does not sell personal data.

5. Retention

Conversation and configuration data is kept only as long as needed to provide the service, support the customer, maintain security and comply with legal obligations. Customers may request deletion or export of their data. Some limited logs may be retained temporarily for security, abuse prevention and legal compliance.

6. Security

We use reasonable technical and organizational measures to protect data, including access controls, HTTPS, restricted admin access, token handling and operational monitoring. No online service can guarantee absolute security.

7. Your rights

Depending on your role and applicable law, you may request access, correction, deletion, restriction or portability of personal data. Businesses using BotMatic are responsible for informing their own customers that conversations may be processed through BotMatic and connected providers.

8. Data deletion

Send a deletion request to info@botmatic.be with subject Data Deletion Request. Include identifiers like username, phone number, Facebook Page name or Instagram account name so we can locate your records quickly.

Full process: https://botmatic.be/data-deletion

9. Contact

For privacy questions about BotMatic or its Meta-connected apps, contact info@botmatic.be.