Legal

Privacy Policy

Last updated: 17 October 2026

Tawasel AI provides an AI receptionist that answers WhatsApp, Instagram and website-chat messages on behalf of businesses. This policy explains what data we handle, why, and the choices you have. For customer conversations, the business using Tawasel AI is the data controller and Tawasel AI acts as its processor.

Data we process

Account data: the name, email address and profile picture provided by SyntaxEror ID when you sign in, plus your workspace settings and team roles.

Conversation data: messages your customers send to your WhatsApp, Instagram or website chat, the replies sent by the AI or your team, and details derived from them such as language, intent, sentiment, leads, appointments and orders.

Billing data: your plan, payment history and payment references. Card and wallet details are handled by our payment provider and never reach our servers.

Technical data: IP addresses and request logs used for security, rate limiting and troubleshooting.

How we use it

To operate the service: receiving and answering messages, booking appointments, qualifying leads, sending reminders and order updates, and showing your dashboard.

To generate AI replies, message content and relevant knowledge-base articles are sent to our language-model provider. Provider terms prohibit using this data to train their models.

We do not sell personal data and do not use conversation data for advertising.

Sharing

We share data only with sub-processors needed to run the service: Meta (WhatsApp and Instagram APIs), our AI model provider, our hosting and database providers, our email provider and our payment provider — each bound by data-processing terms.

We may disclose data when required by Tunisian law or a valid legal request.

Retention and security

Workspace data is kept while your account is active and deleted within 30 days of a closure request, except where the law requires longer retention (for example invoices).

Access is role-based, sensitive credentials such as WhatsApp and Instagram tokens are encrypted at rest, every important change is recorded in an audit log, and all traffic is encrypted in transit.

Your rights

In line with Tunisian Organic Law No. 2004-63 on personal data protection, you may request access to, correction of, or deletion of your personal data, and object to its processing. Your customers may exercise these rights through the business they contacted; we assist businesses in responding.