WhatsApp Usage Policy

1. How the integration works

WhatsApp Business API:
Engrana uses the official WhatsApp Business API (owned by Meta Platforms).

Technical process:

1. You connect your WhatsApp Business number
2. You authorize Engrana access via WhatsApp Business API
3. Engrana reads incoming messages
4. The system responds automatically based on configuration
5. You receive notifications for important messages

Your number remains yours.
You can disconnect Engrana whenever you want.

Requirements:

• Verified phone number
• WhatsApp Business (not personal WhatsApp)
• Comply with WhatsApp commerce policies

2. What data is processed

Data that passes through WhatsApp:

• Your clients' messages
• Contact name
• Phone number
• Multimedia (if your clients send photos/videos)

Processing:

• Engrana analyzes messages to respond automatically
• Messages are stored temporarily for context
• We don't sell or share messages with third parties

Compliance:

WhatsApp/Meta has its own Privacy Policy that applies to all messages.
See: https://www.whatsapp.com/legal/privacy-policy

3. Meta terms compliance

Policies you must comply with:

WhatsApp Commerce Policy:
https://www.whatsapp.com/legal/commerce-policy

Prohibited:

• Spam
• Illegal content
• Prohibited products (weapons, drugs, etc.)
• Misleading advertising
• Unsolicited bulk messages

Allowed:

• Respond to customer inquiries
• Confirm appointments
• Reminders for contracted services
• Request feedback/reviews from clients you've already served

Engrana helps you comply:
Our system is designed to send only allowed transactional messages.
But YOU are responsible for the content you send.

4. Allowed message types

Transactional messages (100% allowed):

• Appointment confirmation
• T-24h and T-3h reminders
• Responses to customer questions
• Service confirmation
• Post-service thank you
• Package expiration reminders

Promotional messages (require opt-in):

• Special offers
• Discounts
• New service launches

If you want to send promotions:

1. The client must have agreed to receive them
2. They must be able to unsubscribe easily

What you CANNOT do with Engrana:

• Buy number lists and blast messages
• Send messages to people who were never your clients
• Spam of any kind

5. Client responsibility

You are responsible for:

The content you send:

• If you write something illegal, offensive, or spam → your responsibility
• Engrana only automates, we don't legally validate each message

Complying with Meta policies:

• If Meta blocks your number for misuse, it's not Engrana's fault
• We'll help you appeal, but the blocking is Meta's decision

Number verification:

• Ensure your number is verified in WhatsApp Business
• Engrana cannot verify for you

Client opt-in:

• Only send messages to clients who agreed to be contacted
• Respect unsubscribes/opt-outs

6. What happens if Meta blocks your account

Common blocking reasons:

• Spam (unsolicited bulk messages)
• User reports
• Prohibited content
• High ratio of unanswered messages

If you get blocked:

Step 1: We notify you immediately.

Step 2: We help you appeal:

• We review what messages you sent
• We prepare documentation for Meta
• We guide you through the appeal process

Step 3: Meanwhile:

• Engrana keeps working on Instagram and Facebook (if connected)
• You can use another WhatsApp number

What we CANNOT guarantee:

• That Meta will unblock your number (it's their decision)
• Recovery of messages lost during blocking

How to avoid blocks:

• Use Engrana only for transactional messages
• Don't send spam
• Respect your clients
• Don't buy number lists

7. Contact alternatives

If WhatsApp fails temporarily:

Engrana keeps working on:

• Instagram Direct Messages
• Facebook Messenger

If Meta blocks your WhatsApp permanently:

• You can use another number
• Or continue with Instagram/Facebook only
• Price doesn't change

8. Message retention

How long we keep messages:

Active messages:

While you use the service (for conversation context).

After canceling Engrana:

30 days → Complete deletion.

Backups:

90 days in automatic backups → Then, permanent deletion.

Exceptions:

If there's a legal dispute, we may retain messages as ordered by a court.

9. Contact

WhatsApp questions:
info@engrana.es

Technical support:
info@engrana.es (subject: "WhatsApp Issue")

Data controller details:

AUVE MEDIA GROUP SL
Tax ID: B19373067
Carrer Antoni Maura 13, 08225 Terrassa, Barcelona
Spain

Official WhatsApp resources:

• Commerce Policy: https://www.whatsapp.com/legal/commerce-policy
• Help Center: https://business.whatsapp.com/
• Privacy: https://www.whatsapp.com/legal/privacy-policy