01Who we are
Zapien is operated by Arani Chaudhuri LLP (“we”, “us”). This policy explains what information we handle when you visit our website, create an account, or use Zapien to answer conversations on WhatsApp, Instagram, Facebook Messenger and website chat.
We play two roles. For account, billing and website information we decide how it is used, so we are responsible for it. For the conversations your customers have with your agents, we process that information on your behalf and under your instructions — you, the business, are responsible for it and for having a lawful basis to collect it.
02Information we collect
- Account information — your name, email address and profile details from sign-in, the organizations you belong to and the role you hold in each.
- Workspace content — agent instructions, the documents, web pages and files you add to an agent's knowledge, templates, broadcast lists and settings.
- Conversation data — messages exchanged between your customers, your agents and your team, along with the contact details and lead fields captured during those conversations.
- Channel and integration data — identifiers and access tokens for the WhatsApp Business Accounts, Facebook Pages, Instagram accounts, Meta ad accounts and CRMs you connect.
- Billing information — your billing address, tax details, purchase history and credit balance. Card and bank details are entered with our payment processors and are not stored by us.
- Usage and device information — pages visited, features used, approximate location derived from your IP address (used to show regional pricing), browser type and similar technical data.
03How we use information
- To provide Zapien — generate agent replies, route conversations, send the messages and broadcasts you start, and show you analytics.
- To operate your account — authenticate you, manage organizations and invitations, and process payments and recharges.
- To contact you about the service — receipts, low-balance and usage notices, security messages and, where you have not opted out, product updates.
- To keep the service secure and reliable — detect abuse, enforce sending limits, debug problems and prevent fraud.
- To meet legal obligations — tax, accounting and responding to lawful requests.
We do not sell personal information, and we do not use your customers' conversations to advertise to them or to anyone else.
04AI processing
To answer a message, Zapien sends the relevant part of the conversation, your agent's instructions and matching passages from its knowledge to a large language model provider, currently OpenAI, and returns the result to the channel. Knowledge content is also indexed in a vector database so the right passages can be found for each question.
We do not use your workspace content or your customers' conversations to train AI models, and our model provider does not use data submitted through its API for training by default.
05Data from Meta platforms
When you connect WhatsApp, Instagram, Messenger or a Meta ad account, we receive data from Meta through its official APIs: incoming messages and delivery statuses, the sender's profile name and phone number or account ID, the ad a conversation started from, and campaign performance for ads you create in Zapien.
We use this data only to provide the features you have turned on for your own business. We do not sell it, share it with data brokers, or use it for any purpose unrelated to operating Zapien for you. Disconnecting a channel revokes our webhook subscription with Meta and stops further data from being received.
06Service providers
We share information with the providers that run parts of Zapien for us, only as needed for them to do so:
- Amazon Web Services — hosting, databases, file storage, document text extraction and email delivery.
- Vercel — web hosting and privacy-friendly website analytics.
- Auth0 — sign-in and account authentication.
- OpenAI — generating agent replies.
- Qdrant — search over agent knowledge.
- Meta — the WhatsApp Business Platform, Instagram, Messenger and the Marketing API.
- Razorpay and Stripe — payment processing, in India and elsewhere respectively.
- CRMs you connect, such as Kylas and HubSpot — receiving the leads you choose to send them.
We may also disclose information when required by law, to protect the rights and safety of our users or the public, or as part of a merger or sale of our business, in which case this policy continues to apply.
08Retention
We keep account and workspace information for as long as your account is active. Conversation data is kept until you delete it, disconnect the channel it came from, or close your account. Billing records are kept for as long as tax and accounting law requires. Backups are overwritten on a rolling schedule after data is deleted from the live system.
09Deleting your data
You can remove data yourself from the workspace:
- Delete individual agents, knowledge sources, contacts and leads.
- Disconnect a channel or integration from the integrations screen, which revokes our access and removes the stored connection.
To delete your whole account and everything in it, or to remove data we received about you through Facebook, Instagram or WhatsApp, email support@zapienhq.com from the address on the account, or tell us the page, account or phone number concerned. We will confirm the request and complete it within 30 days.
If you messaged a business that uses Zapien, that business controls your conversation data. Contact them first; we will help them act on your request, and you may also write to us directly.
10Security
Data is encrypted in transit and at rest, access to production systems is limited to the people who need it, and channel and CRM connections use OAuth tokens rather than shared passwords. No system is perfectly secure; if we become aware of a breach affecting your information we will notify you without undue delay.
11Your rights
Depending on where you live, you may have the right to access, correct, export or delete your personal information, to object to or restrict certain processing, and to withdraw consent you have given. Email support@zapienhq.com to make a request. You can also unsubscribe from product emails from the link in any of them, or from your email preferences.
12International transfers
Our service providers operate in several countries, so your information may be processed outside the country where you live. Where that happens we rely on the provider's contractual commitments to protect it to the standard described in this policy.
13Children
Zapien is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under 18 to create an account.
14Changes to this policy
We will update this page when our practices change and revise the date at the top. If a change materially affects how we use your information, we will tell account owners by email before it takes effect.
15Contact
Questions about this policy or your information can be sent to support@zapienhq.com.