Privacy Policy for EraAI
1. Introduction
EraAI is an AI communication platform that helps businesses manage automated and human-assisted conversations across WhatsApp, WhatsApp campaigns, phone calls using SIP technology, email, and other connected communication channels.
This Privacy Policy explains how EraAI collects, uses, stores, shares, and protects information when businesses and end users interact with EraAI services.
By using EraAI, connecting your communication accounts, or interacting with an EraAI-powered chatbot or campaign, you agree to this Privacy Policy.
2. Scope of This Policy
This Privacy Policy applies to:
Businesses and users who create or manage an EraAI account
End users who communicate with businesses through EraAI-powered WhatsApp messages, campaigns, phone calls, emails, or AI chatbots
Data processed through connected Meta, Facebook, WhatsApp Business, email, SIP, and telephony services
Data processed through AI systems used to generate or assist responses
EraAI provides the software platform. Businesses using EraAI are responsible for managing their own Meta Business, Facebook Developer, WhatsApp Business, email, SIP, and telephony accounts, including obtaining required permissions, consents, and approvals from their customers or contacts.
3. Information We Collect
We may collect and process the following categories of information.
3.1 Account and Business Information
When a business creates or uses an EraAI account, we may collect:
Business name
User name
Email address
Phone number
Login and account details
Company information
Billing or subscription-related information
Meta Business, Facebook Developer, WhatsApp Business, email, SIP, or telephony configuration details
API credentials, access tokens, webhook configuration, and integration settings, where provided by the customer
3.2 Communication Data
When users communicate through EraAI-powered channels, we may process:
WhatsApp messages
WhatsApp campaign messages
Email messages
Phone call records
Call metadata, such as caller number, recipient number, call time, duration, direction, and call status
Call recordings or transcripts, if enabled by the business
Message delivery status
Conversation history
Attachments, files, images, voice notes, or other media voluntarily sent by users
Replies, support requests, inquiries, or other content shared during conversations
3.3 Campaign and Outreach Data
For outreach, inreach, and campaign features, we may process:
Contact lists uploaded or connected by the business
Names, phone numbers, email addresses, and other contact fields
Message templates
Campaign audience segments
Campaign delivery status
Opt-in and opt-out status
Engagement information, such as replies, clicks, delivery, read status, or failed delivery
Notes, tags, and CRM-style customer information added by the business
Businesses are responsible for ensuring that they have a lawful basis, consent, or other required permission to contact individuals through WhatsApp, email, phone calls, or campaigns.
3.4 AI Chatbot Data
EraAI uses artificial intelligence to help generate responses, classify messages, summarize conversations, route inquiries, and assist with customer communication.
To provide these features, we may process:
User messages
Conversation history
Business knowledge base content
FAQs, documents, and training materials uploaded by the business
AI-generated responses
Human edits to AI-generated responses
Feedback, ratings, or corrections provided by users or business agents
Users should not send sensitive information such as passwords, payment card details, government ID numbers, medical records, or confidential information unless the business specifically requests it and has appropriate safeguards in place.
4. How We Use Information
EraAI uses collected information to:
Provide and operate the EraAI platform
Send and receive WhatsApp messages
Manage WhatsApp campaigns
Send, receive, and manage emails
Make, receive, route, record, or analyze SIP phone calls, where enabled
Provide AI chatbot responses and AI-assisted communication
Manage customer conversations and support workflows
Help businesses conduct outreach and inreach campaigns
Deliver notifications, confirmations, and support messages
Improve platform performance, reliability, and security
Monitor abuse, fraud, spam, and unauthorized activity
Debug technical issues and maintain integrations
Comply with legal, regulatory, contractual, and platform requirements
Enforce our terms, policies, and agreements
5. Customer Responsibilities
Businesses using EraAI are responsible for:
Managing their own Facebook Developer, Meta Business, and WhatsApp Business accounts
Ensuring their app, business, phone numbers, templates, and campaigns comply with Meta, WhatsApp, Facebook, email, telephony, and applicable legal requirements
Obtaining valid consent or other lawful permission before contacting individuals
Honoring opt-out, unsubscribe, and deletion requests
Ensuring uploaded contact lists are lawful and accurate
Informing their own customers about how their data is processed
Configuring AI, call recording, campaigns, and integrations responsibly
Protecting access tokens, API keys, and account credentials
EraAI is not responsible for a business user’s misuse of Meta, WhatsApp, Facebook Developer, email, SIP, telephony, or campaign tools.
6. Legal Basis for Processing
Depending on the applicable law and context, we may process personal information based on:
User consent
Performance of a contract
Legitimate business interests
Compliance with legal obligations
The instructions of our business customers acting as data controllers
The need to provide requested communication services
For campaigns, outreach, email marketing, WhatsApp marketing, or phone-based communication, the business using EraAI is responsible for ensuring that the required consent or lawful basis exists.
7. Sharing of Information
We do not sell personal information.
We may share or process information with:
Meta, Facebook, and WhatsApp, where required for platform integrations
Email service providers
SIP, VoIP, telephony, or call-routing providers
AI model and AI infrastructure providers
Cloud hosting and database providers
Analytics, monitoring, and security providers
Payment processors
Customer support and operational service providers
Legal, regulatory, or government authorities where required by law
Service providers are expected to process information only as necessary to provide services to EraAI or our business customers.
8. WhatsApp, Facebook, and Meta Integrations
EraAI may integrate with Meta, Facebook Developer tools, WhatsApp Business Platform, WhatsApp Cloud API, webhooks, and related services.
Businesses using EraAI may connect their own Meta Business, Facebook Developer, or WhatsApp Business accounts. In such cases, the business controls its own Meta account, app permissions, phone numbers, templates, message sending limits, and compliance obligations.
EraAI may process technical information received through Meta or WhatsApp integrations, including sender identifiers, phone numbers, message content, delivery status, webhook events, business account details, and related metadata.
Use of WhatsApp, Facebook, and Meta services is also subject to Meta’s and WhatsApp’s own terms, policies, and privacy notices.
9. Email Communications
EraAI may allow businesses to send, receive, automate, and manage emails.
Email data may include:
Sender and recipient email addresses
Subject lines
Email body content
Attachments
Delivery status
Replies
Timestamps
Campaign and engagement data
Businesses are responsible for complying with applicable email marketing, anti-spam, unsubscribe, and consent laws.
10. Phone Calls and SIP Communications
EraAI may allow businesses to make, receive, route, and manage phone calls using SIP, VoIP, or related telephony technologies.
Phone call data may include:
Caller and recipient phone numbers
Call direction
Call date and time
Call duration
Call status
Call recordings, if enabled
Call transcripts, if enabled
AI-generated call summaries, if enabled
Agent notes or follow-up actions
Where call recording or transcription is enabled, businesses are responsible for notifying callers and obtaining consent where required by law.
11. AI Processing
EraAI may use AI systems to process messages, emails, call transcripts, documents, and conversation history in order to:
Generate chatbot responses
Suggest replies
Summarize conversations
Classify inquiries
Route leads or support tickets
Extract action items
Improve customer support workflows
AI-generated responses may be inaccurate or incomplete. Businesses should review AI outputs before relying on them in sensitive, legal, medical, financial, or high-impact situations.
EraAI does not intentionally use customer conversation data to identify sensitive personal characteristics unless such information is voluntarily provided by the user or required by the business workflow.
12. Data Retention
We retain information for as long as necessary to:
Provide EraAI services
Maintain customer accounts
Support conversation history and reporting
Operate campaigns and integrations
Resolve disputes
Improve service quality
Meet legal, accounting, security, and compliance obligations
Businesses may request deletion of their account data, subject to legal, contractual, security, or backup retention requirements.
End users who want their data deleted should contact either the business they interacted with or EraAI at:
[Insert Support Email]
13. Data Deletion Requests
Users may request deletion of their personal information by contacting:
[Insert Support Email]
Please include:
Your name, if applicable
Your phone number or email address used in the communication
The business or chatbot you interacted with, if known
A clear request to delete your data
We will process deletion requests within a reasonable timeframe, unless retention is required for legal, security, fraud prevention, dispute resolution, or compliance purposes.
If the data is controlled by one of our business customers, we may forward the request to that business or ask you to contact them directly.
14. Opt-Out and Unsubscribe
Users may opt out of marketing or campaign communications.
For WhatsApp messages, users may reply with words such as “STOP,” “UNSUBSCRIBE,” or other opt-out instructions provided by the business.
For emails, users may use the unsubscribe link where available or contact the business directly.
For phone calls, users may request not to be contacted again.
Businesses using EraAI are responsible for honoring opt-out and unsubscribe requests in accordance with applicable laws and platform rules.
15. Security
We use reasonable technical and organizational measures to protect information against unauthorized access, loss, misuse, disclosure, alteration, or destruction.
These measures may include access controls, encryption, logging, monitoring, secure infrastructure, and restricted access to sensitive systems.
However, no system or method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
16. International Data Transfers
Information may be processed and stored in countries other than the country where the user or business is located.
By using EraAI, you understand that information may be transferred to service providers, infrastructure providers, and communication platforms located in other jurisdictions where data protection laws may differ.
17. Children’s Privacy
EraAI is not intended for children under the age of 13 or the minimum age required by applicable law.
We do not knowingly collect personal information from children. If you believe a child has provided personal information through EraAI, please contact us and we will take appropriate action.
18. Third-Party Services
EraAI may connect with third-party platforms and service providers, including Meta, Facebook, WhatsApp, email providers, SIP and telephony providers, cloud hosting providers, analytics services, payment processors, and AI service providers.
These third parties may process information according to their own terms and privacy policies.
19. Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
When changes are made, we will update the “Effective Date” at the top of this Privacy Policy. Continued use of EraAI after changes means you accept the updated Privacy Policy.
20. Contact Us
For questions, complaints, privacy requests, or data deletion requests, contact us at:
EraAIEmail: info@eraai.saWebsite: eraai.saAddress: Riyadh, Saudi Arabia