Privacy Policy

1. Information We Process

Depending on the features a business enables, we may process information such as:

• Business account information and identifiers.
• Meta Business, Facebook Page, Instagram professional account, WhatsApp Business Account (WABA), and phone number identifiers.
• Names, profile information, user IDs, phone numbers, usernames, and other information made available through authorized platform APIs.
• Messages, message metadata, attachments, delivery status, timestamps, and conversation history when required to provide inbox and customer-support functionality.
• Authentication, authorization, webhook, connection-status, and integration data.
• Technical information such as IP address, browser/device information, logs, error reports, and security events.
• Information a business or its authorized users enter directly into the service.

2. How We Use Information

• To connect authorized business accounts to the OmniChannel application.
• To receive, display, organize, route, and send customer communications on behalf of the connected business.
• To provide customer-support, inbox, workflow, reporting, and account-management functionality.
• To maintain integrations, process webhooks, troubleshoot errors, and protect the service.
• To comply with applicable law, platform requirements, security obligations, and legitimate legal requests.

3. Meta Platform Data

When a business connects Facebook, Instagram, Messenger, or WhatsApp, Scenario processes data only to provide the features authorized by that business and permitted by the relevant Meta APIs and platform terms. Scenario does not sell Meta platform data.

Access to connected accounts can be removed by the business through its Meta settings or through the Scenario service where such controls are available.

4. WhatsApp and Messaging Data

If WhatsApp Business Platform functionality is enabled, Scenario may process WhatsApp Business Account identifiers, phone number identifiers, message content and metadata, template information, delivery events, and webhook events needed to operate the connected inbox and messaging features.

The business using Scenario remains responsible for ensuring that its communications, customer permissions, templates, and use of WhatsApp comply with applicable law and WhatsApp/Meta policies.

5. Legal Bases and Business Instructions

Where applicable, Scenario processes personal information to provide requested services, perform contracts, protect legitimate business and security interests, comply with legal obligations, and act on the documented instructions of business customers using the OmniChannel service.

6. How We Share Information

We may share information only as reasonably necessary with:

• Technology and hosting providers that help operate the service.
• Meta and other platforms when required to deliver integrations requested by the business.
• Professional advisers, regulators, law enforcement, or authorities when legally required.
• A successor organization in connection with a lawful merger, acquisition, restructuring, or sale of assets.

We do not sell personal information or customer conversation data.

7. Data Retention

We retain information only for as long as reasonably necessary to provide the service, maintain security and audit records, meet contractual obligations, resolve disputes, and comply with legal or platform requirements. Retention periods may vary according to the data type and the configuration selected by the business customer.

8. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect information against unauthorized access, loss, misuse, alteration, or disclosure. No internet-based service can guarantee absolute security.

9. Access Tokens and Credentials

Where the service receives platform access tokens or similar credentials, they are used only to provide authorized integrations. Sensitive credentials should be stored and handled using server-side security controls and should not be exposed publicly.

10. International Processing

Information may be processed in countries other than the country where a user or business is located, subject to applicable legal requirements and appropriate safeguards where required.

11. Your Choices and Rights

Depending on applicable law, individuals may have rights to request access, correction, deletion, restriction, or other actions concerning their personal information. Businesses may also disconnect integrations or request deletion of data associated with their account.

Requests can be sent to Mohamed.gad0487@gmail.com. We may need to verify the request before acting on it.

12. Data Deletion

Instructions for requesting deletion of data associated with Scenario and its Meta integrations are available on our Data Deletion Instructions page.

13. Children's Privacy

The Scenario OmniChannel service is intended for businesses and authorized business users and is not directed to children.

14. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will be posted on this page with the applicable effective date.

15. Contact

For privacy questions, requests, or concerns, contact: