Legal
Privacy policy
What we collect, why we collect it, how long we keep it, and what you can ask us to do about it.
Draft — pending legal review. This describes how the product actually works today and is accurate to the best of our knowledge, but it has not yet been reviewed by counsel and must be before launch.
Last updated: 10 August 2026
Who we are
Touchpoint provides a shared inbox for business WhatsApp numbers. In this policy, “we” means Touchpoint and “you” means the customer operating a workspace.
For the messages inside your workspace, you are the data controller and we act as a processor on your behalf. For your account and billing information, we are the controller.
What we collect
- Account data — name, work email, password hash, workspace name, role, and the numbers you connect.
- Conversation data — the messages, contacts, group metadata and media that sync from the WhatsApp numbers you connect, plus what your team adds inside Touchpoint: notes, labels, assignments and tickets.
- Usage and diagnostic data — log entries, timestamps, IP address, browser and error reports, used to keep the service running and secure.
- Billing data — handled by our payment processor. We do not store full card numbers.
What we do with it
We use it to run the service you are paying for: syncing your conversations, showing them to the teammates you authorise, producing your analytics, and supporting you when something breaks. We also use aggregate, non-content usage data to understand which features are used.
We do not sell your data, use message content for advertising, or use your conversations to train AI models — ours or anybody else’s.
AI features
When a member of your team asks for a thread summary, a suggested reply or a voice-note transcription, the relevant content is sent to a model provider to generate that output for you. It is not retained for training. If you would rather not use these features, they can be turned off for your workspace.
Who we share it with
Only the service providers needed to operate Touchpoint: cloud hosting and database, object storage for media, email delivery, a payment processor, and an AI model provider for the features above. Each is bound by contract to handle data only as instructed. We will publish a current subprocessor list.
We may also disclose data where legally required, or to protect the rights and safety of our users — and we will tell you when we are permitted to.
Where it lives, and for how long
Data is stored on managed cloud infrastructure with encryption in transit and backups with point-in-time recovery. We keep your workspace data for as long as your account is active. After cancellation we retain it for a limited wind-down period so you can export or return, then delete it. You can ask us to delete it sooner.
Your choices
- Export your chats, messages and tickets at any time.
- Correct or update your account information from Settings.
- Ask us to delete your workspace and its data.
- Depending on where you live, you may have additional rights — including under the California Consumer Privacy Act and the GDPR — to access, correct, delete, or object to the processing of your personal information, and not to be discriminated against for exercising them.
To exercise any of these, email hello@touchpoint.chat.
People in your conversations
Your customers’ messages arrive in your workspace because they messaged your business. You are responsible for handling their information lawfully, including telling them how you use it where your local law requires it. If one of them contacts us directly, we will refer them to you and help you respond.
Children
Touchpoint is a business product and is not directed at anyone under 16.
Changes
If we make a material change to this policy we will tell account owners by email before it takes effect.
Contact
Questions about privacy: hello@touchpoint.chat.