Privacy Policy

Last updated: September 5, 2026

1. Introduction

At Waply, we respect your privacy and are committed to protecting it through our compliance with this policy.

This Privacy Policy describes the types of information we may collect from you or that you may provide when you use our omnichannel customer conversation platform — which connects messaging channels including WhatsApp, Instagram, Messenger, TikTok, SMS, email, and web chat — and our practices for collecting, using, maintaining, protecting, and disclosing that information.

Please read this policy carefully. By using our platform, you agree to this Privacy Policy.

2. Information We Collect

We collect several types of information from and about users of our platform, including:

  • Personal information such as name, email address, telephone number, and billing information.
  • Information about conversations on your connected messaging channels (WhatsApp, Instagram, Messenger, TikTok, SMS, email, and web chat) when you use our platform to manage and automate responses.
  • Information about your customers or end-users who interact with your connected business accounts through our platform.
  • Advertising data from connected ad accounts, including campaigns, ad groups, ads, and lead form submissions (see "Connected Messaging and Advertising Platforms" below).
  • Technical information including IP address, browser type, operating system, and device information.
  • Usage data such as pages visited, features used, and time spent on the platform.
  • Information from third-party integrations, including Google services (if you connect your account).

3. Connected Messaging and Advertising Platforms

Waply connects to third-party messaging and advertising platforms on your behalf. Access is granted by you via each platform's authorization (OAuth) flow and is revoked when you disconnect the platform from your Waply settings or revoke access from the platform directly. When you disconnect a platform, we stop receiving new data from it immediately.

3.1 TikTok

If you connect a TikTok Business Account and, optionally, a TikTok ad account:

  • What we collect: direct message content, conversation metadata (timestamps, conversation identifiers, reply-window status), TikTok user identifiers of people who message your account, and — for ad integrations — your ad account details, campaign, ad group and ad data, and lead form submissions.
  • Why we collect it: to deliver TikTok conversations into your shared inbox, enable your team and automations to reply within TikTok's messaging rules, create and manage Messaging Ads and Lead Ads campaigns you configure, attribute conversations to the campaigns that started them, and report conversion outcomes you choose to share back to TikTok.
  • Retention: message content and identifiers are retained for as long as your account is active or as needed to provide the service. Upon disconnection or deletion request, TikTok data is deleted within 30 days, except where retention is required by law.

3.2 Meta (WhatsApp, Instagram, Messenger)

If you connect a WhatsApp Business API number, an Instagram professional account, or a Facebook Page and, optionally, a Meta ad account:

  • What we collect: message content, conversation metadata (timestamps, conversation identifiers, messaging-window status, template and delivery status), platform user identifiers of people who message your accounts, and — for ad integrations — your ad account details, campaign, ad group and ad data, and lead form submissions.
  • Why we collect it: to deliver conversations into your shared inbox, enable replies, automations and broadcast campaigns within each platform's messaging policies, manage ads that click to a conversation, attribute conversations to campaigns, and report conversion outcomes you choose to share back to Meta.
  • Retention: message content and identifiers are retained for as long as your account is active or as needed to provide the service. Upon disconnection or deletion request, Meta platform data is deleted within 30 days, except where retention is required by law.

3.3 SMS, Email, and Web Chat

  • What we collect: message content, conversation metadata, phone numbers or email addresses of your contacts, delivery and opt-out status, and — for web chat — the pages a visitor viewed on your site.
  • Why we collect it: to deliver these conversations into your shared inbox, enforce opt-in/opt-out compliance, and provide delivery reporting.
  • Retention: the same retention and deletion terms as above apply.

3.4 Requesting Deletion

You can request deletion of data collected from any connected platform at any time by emailing privacy@waply.io or by disconnecting the platform in your Waply settings. We action deletion requests within 30 days. End-users who have interacted with a business on a connected platform may also contact privacy@waply.io to request deletion of their data.

4. How We Use Your Information

We use information that we collect about you or that you provide to us, including any personal information:

  • To provide, maintain, and improve our platform and services.
  • To process and complete transactions, including billing.
  • To send technical notices, updates, and support messages.
  • To respond to your questions and provide customer support.
  • To analyze usage and improve our platform.
  • To personalize your experience.

5. Disclosure of Your Information

We may disclose personal information:

  • To service providers and partners who support our business.
  • To comply with legal obligations or government requests.
  • In connection with a merger, acquisition, or sale of assets.
  • With your consent.

6. Data Security

We implement appropriate security measures to protect your data. However, no system is completely secure, and we cannot guarantee absolute security.

7. Data Retention

We retain personal information, including Google user data (if applicable), only for as long as necessary to provide our services, comply with legal obligations, resolve disputes, and enforce our agreements.

When data is no longer required, we securely delete or anonymize it.

8. Data Deletion

You may request deletion of your personal data at any time by contacting us at privacy@waply.io.

Upon request, we will delete your data within a reasonable timeframe, except where retention is required for legal or security purposes.

If you have connected your Google account, you can revoke access via your Google account settings.

9. Google API Services User Data

If you connect your Google account, we access and use Google user data only to provide our services.

  • We do not sell Google user data
  • We do not use Google user data for advertising purposes
  • We only use Google user data for user-facing features
  • We comply with Google API Services User Data Policy, including Limited Use requirements

If you have any questions about this Privacy Policy, please contact us at privacy@waply.io.