1. About multichat365

multichat365 is a business communication platform that allows merchants and their support teams to manage customer conversations from multiple messaging channels in a single inbox, including:

• WhatsApp
• Shopee
• Lazada
• Webstore chat

The platform also provides optional AI-powered features such as reply suggestions, conversation summaries, and knowledge-base assisted responses.

2. Information We Collect

Depending on how you use the platform, we may collect the following information.

Account Information

When an account is created, we may collect:

• Name
• Email address
• Phone number
• Company name
• User role and permissions
• Login credentials

This information is provided either by you or by your organization’s administrator.

Conversation Data

To provide messaging services, we collect and process conversation information, including:

• Message text
• Images
• Videos
• Voice messages
• Documents
• File attachments
• Message timestamps
• Sender and recipient identifiers

This information is received from the connected messaging platforms or created by users when sending replies.

Customer Information

When customers contact a business through a connected channel, we may receive information such as:

• Customer name
• Phone number
• Messaging platform identifier
• Order information
• Product information
• Voucher or transaction references
• Any information voluntarily included in messages

This information is used solely to help businesses respond to customer enquiries.

Internal Business Information

Users may create or upload:

• Customer notes
• Conversation tags
• Labels
• Internal comments
• Knowledge-base documents
• Website URLs
• Business documentation used for AI assistance

Device Information

When using the mobile application, we may automatically collect:

• Device model
• Operating system version
• App version
• Push notification token
• Crash logs
• Diagnostic information

This information helps us maintain compatibility, improve performance, and deliver notifications.

Usage Information

We may collect information about how the platform is used, including:

• Feature usage
• Login activity
• Message statistics
• Storage usage
• AI usage statistics
• Error reports
• Performance metrics

This information helps improve the reliability, security, and performance of our services.

3. Device Permissions

The mobile application may request access to certain device features only when required.

Camera

Used only when you choose to:

• Capture a photo
• Scan a document
• Send an image to a customer

The camera is never accessed in the background.

Microphone

Used only when you choose to record and send voice messages.

No audio is recorded without your action.

Photos and Media

Used only when you choose to:

• Upload photos
• Upload videos
• Upload files
• Save media received from conversations

The application does not access your media library unless you select files yourself.

Notifications

Used to notify users about:

• New customer messages
• Assigned conversations
• Mentions
• Other business-related alerts

4. How We Use Information

We use collected information to:

• Operate the messaging platform
• Authenticate users
• Manage user permissions
• Deliver messages across connected channels
• Display conversation history
• Store conversation records
• Search conversations
• Improve platform performance
• Detect fraud and abuse
• Provide customer support
• Maintain platform security
• Comply with legal obligations

We do not sell personal information.

We do not use customer conversations for advertising.

5. AI Features

Certain AI-powered features are optional and only operate when enabled by the organization.

These features may include:

• AI Reply Suggestions
• AI Auto Reply
• Conversation Summaries
• Knowledge Base Question Answering
• AI Writing Assistance

When AI features are used, the following information may be securely transmitted to the selected AI provider:

• Conversation messages
• Customer names contained within messages
• Product or order information included in conversations
• Knowledge-base documents
• Website content supplied by the organization
• AI instructions configured by the organization

Supported AI providers may include:

• OpenAI
• Anthropic
• Google Gemini
• Mistral AI
• Groq
• Cohere

Information is transmitted only for the purpose of generating the requested AI response.

Whenever possible, we use providers whose API services do not use submitted customer data for model training by default.

If AI features are disabled, conversation data is not sent to AI providers.

6. Sharing of Information

We share information only where necessary to operate the service.

This may include:
Connected Messaging Platforms Messages are delivered through connected services such as:

• WhatsApp
• Shopee
• Lazada
• Your Webstore

These services process information according to their own privacy policies.

Push Notification Providers

Push notifications are delivered using services such as Firebase Cloud Messaging.

Only information necessary to deliver notifications is shared.

Infrastructure Providers

We use trusted cloud hosting, storage, networking, monitoring, and backup providers to operate our services securely.

These providers process data only on our behalf.

Legal Requirements

We may disclose information where required by law, regulation, court order, or lawful government request.

7. Data Retention

We retain information only for as long as necessary to provide the service and meet legal or operational requirements.

Generally:

• Conversations remain available while the organization’s account is active.
• Deleted accounts and associated data are removed within a reasonable period unless retention is required by law.
• Diagnostic logs may be retained for security, auditing, and troubleshooting purposes.

8. Security

We take reasonable technical and organizational measures to protect your information.

These measures include:

• Encrypted network communication (HTTPS/TLS)
• Secure authentication
• Access controls
• Role-based permissions
• Infrastructure monitoring
• Regular security updates
• Backup and disaster recovery procedures

Although we strive to protect your information, no system can guarantee absolute security.

9. Your Rights

Depending on your location and applicable laws, you may have the right to:

• Access your personal information
• Correct inaccurate information
• Request deletion of your information
• Request a copy of your data
• Restrict certain processing activities
• Object to specific processing activities

If you are an end customer communicating with a business using multichat365, requests relating to your conversation data should normally be directed to that business, as they determine how customer information is managed.

10. Children’s Privacy

multichat365 is intended for business use and is not designed for children.

We do not knowingly collect personal information from children.

11. International Data Transfers

Our services may process information in countries outside your own.

Where required, we implement appropriate safeguards to protect personal information during international data transfers.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

When changes are made, the updated version will be published on this page together with the revised “Last updated” date.

Continued use of the service after changes become effective constitutes acceptance of the updated policy.

Third-Party Privacy Policies

Some services connected to multichat365 have their own privacy policies. We encourage users to review them where applicable.

• OpenAI – https://openai.com/policies/privacy-policy
• Anthropic – https://www.anthropic.com/legal/privacy
• Google – https://policies.google.com/privacy
• Cohere – https://cohere.com/privacy
• Groq – https://groq.com/privacy-policy
• Mistral AI – https://mistral.ai/terms/#privacy-policy
• Meta (WhatsApp) – https://www.whatsapp.com/legal/privacy-policy
• Shopee – https://shopee.com/privacy
• Lazada – https://www.lazada.com/privacy-policy

multichat365 respects your privacy. We collect only the information necessary to provide our services, improve the platform, and help businesses communicate effectively with their customers. We never sell your personal information or use customer conversations for advertising purposes.