Privacy Policy

Privacy Policy for Aura Engage

At Cyntra, we are committed to protecting the privacy and security of the data processed through our automated customer support platform, Aura Engage. This Privacy Policy explains how we collect, use, and disclose information when businesses ("Clients") use our services to communicate with their customers ("End-Users") via the WhatsApp Business API.

1. Information We Collect

To provide our automated engagement services via Aura Engage, we collect and process the following categories of data:

Contact Information: Names and WhatsApp phone numbers of End-Users.
Transactional Data: Delivery addresses, order details, and payment status provided by users to facilitate e-commerce operations.
Communication Content: Transcripts of text and voice interactions, including media (images/documents) shared during the chat session.
Metadata: Technical identifiers, including WhatsApp Message IDs and timestamps, necessary for message delivery and tracking.

2. The Data Ecosystem: Our Sub-processors

Cyntra acts as a Tech Provider through the Aura Engage platform. To deliver our AI-driven services, data flows through a secure ecosystem involving the following third-party infrastructure providers:

Meta Platforms, Inc.: As the provider of the WhatsApp Business Platform, Meta processes messages to facilitate delivery between the End-User and Aura Engage.
Google Cloud (Dialogflow CX): We utilize Google’s Natural Language Understanding (NLU) services to process message content and generate automated responses.
Internal Infrastructure: Our proprietary Python-based backend processes business logic, manages order status, and facilitates human-agent handoffs.

Cyntra does not sell, rent, or trade personal data to third parties for advertising or marketing purposes.

3. How We Use Information

Data is used exclusively for the following professional purposes within the Aura Engage environment:

Automated Communication: Providing real-time, AI-driven responses to customer inquiries.
Order Fulfillment: Processing orders, calculating shipping costs, and sending automated transactional updates (e.g., shipping confirmations).
Service Optimization: Improving the accuracy of our conversational models and the efficiency of our support workflows.
Human Handoff: Enabling a seamless transition from AI automation to a live human agent when complex assistance is required.

4. Data Security and Retention

We implement industry-standard technical and organizational measures to protect data, including:

Encryption: Data is encrypted in transit using TLS and at rest on protected cloud servers.
Access Control: Access to chat logs and customer data is strictly limited to authorized personnel and system processes.
Retention: We retain data only for as long as necessary to fulfill the purposes outlined in this policy or as required by our Clients’ data retention settings.

5. End-User Rights and Compliance

Cyntra supports our Clients in honoring the rights of End-Users under regulations such as GDPR and CCPA.

Opt-Out: End-users can stop receiving messages at any time by sending the "STOP" keyword. Aura Engage is configured to honor these requests immediately.
Data Access/Deletion: End-users may request access to or deletion of their data through the Business (our Client) with whom they are communicating.

6. Updates to this Policy

We may update this Privacy Policy to reflect changes in our practices or regulatory requirements. Material changes will be communicated via our official website or directly to our Clients.

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