Privacy Policy

This Privacy Policy explains how Cognitiev ("Cognitiev", "we", "us", or "our"), through its Vaani platform available at voice.cognitiev.com, collects, uses, stores, shares, and deletes information — including data obtained through the Meta Platforms APIs (Facebook Pages and Messenger, Instagram, and the WhatsApp Business Cloud API). By connecting a Meta account or otherwise using our service, you agree to the practices described here.

1. Who we are

Cognitiev provides a business communications platform that lets a business connect its own Facebook Page, Instagram Business account, and WhatsApp Business number so that its team can receive and reply to its own customers' messages from a single, unified inbox alongside its voice-AI workflows. Cognitiev is the data controller for the personal data described in this policy and is located in India.

2. Information we collect

2.1 Data received from Meta

When a business connects a Meta asset via Facebook Login, we receive and store only what is needed to operate the inbox:

• Account & asset metadata — the Facebook Page(s), Instagram Business account(s), and WhatsApp Business Account(s) / phone number(s) you choose to connect, together with their identifiers and display names.
• Messages — the content, sender display name or number, message identifiers, and timestamps of conversations between your business and your customers on the connected channels.
• Access tokens — a long-lived Meta access token used to send and receive messages on your behalf. Tokens are encrypted at rest and are never exposed to other users.

2.2 Data you provide directly

• Account information such as your name, email address, and authentication credentials for the Cognitiev dashboard.
• Content you create in the product, such as replies you type and contacts or leads you save.

3. How we use information

We use the information solely to provide and secure the service you requested, specifically to:

• display your customers' Facebook, Instagram, and WhatsApp conversations in your dashboard inbox;
• let your agents reply, and route each reply back to the correct customer and channel;
• for WhatsApp, send replies within the 24-hour customer-service window and send approved, opted-in message templates that your business initiates;
• maintain security, prevent abuse, and comply with legal obligations.

We do not sell Platform Data, we do not use it for advertising, and we do not use it to build profiles for purposes unrelated to the service.

4. How we share information

We do not share Platform Data with third parties except with the following categories of sub-processors, who process data only on our instructions and solely to operate the service:

• Cloud infrastructure & database hosting — Microsoft Azure.
• Cognitiev-operated infrastructure — our own servers and managed services.

We may also disclose information where required by law, or to protect the rights, safety, and security of our users and the public.

5. Data retention and deletion

We retain Platform Data only for as long as your connection is active and it is needed to provide the service. You can remove data at any time:

• Disconnect a channel in Integrations — this deletes the stored tokens for that channel immediately.
• Remove the app from your Facebook Settings & privacy → Apps and Websites — Facebook then calls our automated deauthorize endpoint and we delete the associated tokens, conversations, and messages.
• Request full deletion using our instructions at voice.cognitiev.com/data-deletion, or by emailing us (see Contact). Our automated data-deletion callback is available to Meta at https://api.cognitiev.com/api/meta/data-deletion.

6. Security

We protect information using industry-standard measures, including encryption of access tokens and secrets at rest, encrypted transport (HTTPS), access controls, and per-tenant isolation so one business can never access another's data.

7. Your rights

Depending on your location, you may have the right to access, correct, export, or delete your personal data, and to withdraw consent. To exercise these rights, contact us at the address below. You may also disconnect any channel or delete your account at any time from within the product.

8. Children's privacy

The service is intended for businesses and is not directed to children under 16. We do not knowingly collect personal data from children.

9. International transfers

Your information may be processed in countries other than your own. Where required, we implement appropriate safeguards for such transfers.

10. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be reflected by updating the "Effective date" above and, where appropriate, by additional notice.

11. Contact

Cognitiev
Email: [email protected]
Website: cognitiev.com